HellSpin Casino - Pelaajan tili on suljettu.

i sent all my id and address details and my card details thru to this casino and i had done 2 withdrawals of $2000 all my id had got approved but then they cancelled my withdrawals and closed my account saying i have multiple accounts but i only have as i already put deposits on this one earlier and hadnt used for several months

Dear Alanhall,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify whether you have created multiple accounts at this casino?
• If you haven't, is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I am the only person in the hosehold i only have 1 account and wasnt on any bonuses

Thank you very much for your reply, Alanhall. Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I only played slots

Thank you very much, Alanhall, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Alanhall,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.

We would like to invite HellSpin Casino to join the conversation.

Dear HellSpin Casino,

We understand that every player is allowed to open only one casino account. Such a rule can be found in almost all casinos, and it is indeed an industry standard.

On the other hand, even in case the player opens another account (in most cases this is unintentional) and only one of the accounts is actively used and the previous account was not closed or somehow restricted due to any previous rule violation or due to responsible gambling restriction, just the sole presence of more accounts without any active usage of them or a presence of an unfair advantage (claiming more bonuses, for example) for the player should not be a reason for confiscation of winnings. Please forward me any supporting evidence of the multiple accounts the player has created at michal.k@casino.guru including the game log for all the involved accounts, to assess the situation.

Thank you in advance for your cooperation.

Thanks michal

Dear all,

Thank you for your patience. We are currently in the process of reviewing the details of the situation and will need a bit more time to gather all the necessary information. We appreciate your understanding and will update you as soon as we have more clarity.

Best regards,

HellSpin Casino

Dear all,

Thank you for your patience.

We would like to inform you that all the necessary evidence regarding the duplicate accounts has been sent to Michal.

Best regards,

HellSpin Casino

Dear HellSpin Casino,

Thank you for your email. I have responded back with some additional questions and am looking forward to your reply.

Just wondering how much time this is going to take to get a resolution as its taken a coulle weeks already

Dear Alanhall,  

During the investigation, some inconsistencies with your account came to light. I am currently awaiting further information from the casino team. I'm hopeful to provide you with a bit more comprehensive update shortly. In the meantime, I appreciate your understanding and patience.

Dear all,

Thank you for your patience during this time. We have sent all the requested evidence to Michal via email.

Best regards,

HellSpin Casino

Dear HellSpin Casino team,  

I appreciate the extra information you've shared. I've sent my thoughts on the best way forward via email, and I truly hope we can find a resolution that works for everyone involved.

Are u going to share with me

Dear all,

Thank you for your patience. We have responded to Michal via email and are now awaiting further steps.

Best regards,

HellSpin Casino

Dear HellSpin Casino,  

I appreciate your email. I have reiterated our perspective on the most effective approach to this matter and am now awaiting your final decision to see if we can reach an agreement.

Dear Alanhall,  

I have sent you an email and am looking forward to your reply.

Hi Michal

I have replied to your email

Thank you for the information and evidence provided via email, HellSpin Casino Team.

Dear Alanhall,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts created with the same IPs, the same name and surname, the same address, and the same date of birth. All of the accounts took advantage of the bonuses, and casinos have a very strict policy regarding multiple account cases that have been used in this way. The casino team has acted according to its terms and conditions as was previously communicated to you.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru