HellSpin Casino - Pelaajan voitot on takavarikoitu.

"I am filing this complaint against Hell Spin Casino for the unfair confiscation of €4,000 in winnings.

The casino alleges a 'Max Bet' violation (€5 limit) during an active 'Wednesday Reload Bonus'. I strongly dispute this claim. My betting history will show that all bets during the wagering period were within the permitted limits.

Most importantly, the casino's own system allowed me to place multiple withdrawal requests. This is technical proof that the wagering requirements were 100% completed and the funds had already been converted to 'Real Money'. A withdrawal is impossible to initiate if a bonus is still active or wagering is not met.

Any higher bets (including a 'Buy Bonus' feature) occurred ONLY AFTER my balance was cleared as Real Money and after the withdrawal requests were successfully placed.

The casino refuses to provide detailed betting logs with timestamps and only sends automated responses. I request the Casino Guru team to mediate, review the timestamps of the wagering completion versus the bets, and help me recover my legitimate winnings of €4,000.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Can you see your balance in the casino account separated into real-money and bonus balance?
• Did you use any bonus buy features while your bonus was active?
• Could you please forward me the requests you sent to the casino regarding your gaming history? My email address is veronika.f@casino.guru. Please note that we require your gaming history in Excel format in order to review the gameplay in question. You can request this from the casino via email, and we kindly ask you to comply with any additional requests they may have, including confirmation of your personal details.

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

Best regards

Veronika

Dear Veronika,

Thank you for taking my case. Here are the answers to your questions:

Balance separation: Currently, I cannot see a separation because the casino has already confiscated my winnings. However, at the time of my play, I clearly saw my balance convert to 'Real Money' after the wagering was 100% complete.

Bonus Buy: No, I did not use any 'bonus buy' features while the bonus was active.

Gaming History: I have not received the gaming history in Excel format yet. I will contact the casino immediately to request it and I will forward it to you as soon as I receive it.

Additionally, I have a screen recording of my balance showing approximately €4,000 and the fact that the system allowed me to submit multiple withdrawal requests (e.g., €100, €200, €400, and €600). This proves the wagering was complete, as the system would otherwise block such actions.

I will update you as soon as I have the Excel file.

Dear Veronika,

I would like to provide a crucial update regarding my case.

Yesterday, Monday at 10:37 AM, I formally requested my full Gaming History in Excel format from Hell Spin Casino. As of now, they have completely ignored my request. This is not just a lack of cooperation; it is a clear and intentional delay tactic to avoid transparency.

It is frustrating and provocative that they have plenty of time to constantly bombard me with promotional emails and new bonus offers, yet they "cannot" find the time to send me my gaming logs. This proves that their system and communication channels are working perfectly fine; they are simply choosing to ignore my legal request. If they claim any "technical issues" as an excuse for the delay, their ongoing marketing activity proves otherwise.

This whole situation has become extremely stressful and mentally exhausting for me. I feel like I am being toyed with, and I kindly ask you to take the lead and request the official Gaming History logs directly from them, as they clearly refuse to provide them to me.

Furthermore, I am concerned that they might try to use additional "KYC verification" as another excuse to stall, even though I am a fully verified user who has successfully made withdrawals in the past.

I want to emphasize that I have a screen recording (video) showing the moment of my winnings. Most importantly, I have evidence (screenshots) that the casino’s system processed and approved multiple withdrawal requests (€400, €600, several €100 requests, etc.) right after the wagering was met. This is the ultimate proof that the system itself recognized my funds as "Real Money" and allowed numerous transactions to proceed.

I am not open to any compromise or partial refund. I am demanding the full amount that was wrongfully confiscated. Please intervene to end this unfair treatment.

Thank you for your assistance.

Best regards,

Ioannis

Thank you for your response and for your email. I understand your concerns and frustration regarding the delay in processing your request.

• Have you received any response from the casino regarding your request for your gaming history in the meantime?
• Have you contacted customer support via live chat or any other channel to ask for details about the alleged maximum bet breach?
• Are you able to see the bets you placed while your bonus was active in your gaming history directly in your player account?

Dear Veronika,

To answer your questions:

No, I have received absolutely no response from the casino regarding my gaming history request. They have completely ignored my email.

I have not contacted live chat lately because I wanted to avoid any verbal promises or pressure and handle everything officially through my email request and this complaint. However, their initial stance before I reached out to you was a generic 'Max Bet' excuse without any proof.

The gaming history in my player account is not detailed enough and it is very difficult to track the exact moment the balance turned to Real Money. This is why the Excel file is necessary for transparency.

They have had more than enough time to respond to my email, yet they choose to ignore me. I kindly ask you to invite them to the conversation.

Dear Arkoudiaris13

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Arkoudiaris13,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

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

Dear HellSpin Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Furthermore, could you kindly clarify why the player's request for their complete gameplay history in XLS format has not been addressed, allowing them the opportunity to review it?

Dear Michal,

Thank you for your message.

According to our system logs, the messages sent to the player regarding the provision of the requested data were not successfully delivered, as they were either blocked by the user’s email system or classified as spam. As a result, the player did not receive our instructions and required follow-up communication.

Additionally, the player has not completed the required questionnaire for data provision, which is a necessary step.

Despite this, we have now provided the complete gameplay history in XLS format directly to Michal via email for independent review.

We would also like to kindly ask to enable email notifications for new complaints addressed to us, as without them we may not always immediately notice that a new case has been opened.

We remain available for any further clarification if needed.

Best regards,

HellSpin Casino

Dear HellSpin Casino,

Thank you for your email with the evidence. I have responded back with my thought how we can proceed with this matter.

As per the email notifications for new complaints I have informed you what you need to do to enable this.

I look forward to your response.

Dear Arkoudiaris13,

According to the casino’s response, it appears that the messages requesting the necessary information from you were not successfully delivered, as they were either blocked by your email provider or redirected to your spam/junk folder. As a result, you may not have received the casino’s instructions and follow-up communications regarding the verification process required for the release of your gameplay data log.

Please try reaching out to the casino team again. Alternatively, I can assist by forwarding your messages to the casino and the casino’s emails to you to help ensure that the communication and requested documentation are successfully received by both parties.

That being said, I have reviewed your gameplay log and there does appear to have been an instance where a bet significantly exceeded the permitted maximum bet limit. This particular spin was also a winning one and generated additional funds that subsequently contributed toward the completion of the bonus wagering requirements.

Can you please confirm whether you used any special buy feature while playing the 3 Pots of Olympus Hold & Win slot?

Dear Michal,Thank you for your review. Regarding your question, I need to bring to your attention a critical technical error on the casino's platform that directly explains this situation.Before the spin/buy feature you mentioned took place, my active bonus profile on their website officially showed that the wagering requirement was completed at 100.96% (I am attaching the official screenshot proving this). The system completely glitched and failed to automatically transition my account balance from 'Bonus funds' to 'Real money' once the 100% threshold was crossed.Because the system showed 100.96% completion and subsequently allowed me to successfully request a withdrawal which went into Pending status, I was under the absolute impression that the wagering was over and the restriction no longer applied. Their software technically approved the wagering progress and did not block any actions.Furthermore, the casino's claim about blocked emails is a complete lie, as I regularly receive all their promotional material and successfully received their initial confiscation email. They are using this to cover up their platform's system failure.I kindly ask you to verify the exact timestamp when the wagering crossed the 100% mark against the timestamp of that specific spin/buy feature in the XLS log. You will see that the wager was already technically completed.

Thank you for your assistance.

Dear Michal,

Following up on my previous message, I kindly request that all communication and documentation from the casino be forwarded exclusively through you here on the platform.Given that the casino is providing false information regarding blocked emails to delay the process, I do not wish to contact them directly. I strictly prefer you to act as the sole mediator for safety and transparency.

Also,To answer your specific question directly: it has been many days and I cannot remember every single spin or feature buy from that session.However, I want to clarify an essential fact: my main, balance-changing winnings did NOT come from the 3 Pots of Olympus slot. They were generated in a completely different game, which is clearly documented in the video recording I already provided to Veronika.If a buy feature did occur in 3 Pots of Olympus, it only happened because my profile already showed 100.96% wagering completion, leading me to believe all bonus restrictions were over. Please review my video evidence alongside the game logs to verify where the winnings actually came from.

Thank you for your understanding.

Dear Arkoudiaris13,

Thank you for your response.

I acknowledge the points you raised, and I can agree that there may indeed have been a temporary system error or technical imperfection that prevented the usual automatic transfer of your balance from "Bonus Funds" to "Real Money" once the 100% wagering threshold had been reached, as would normally occur under standard conditions.

From a player’s perspective, it is entirely understandable to expect the casino system to function correctly and consistently at all times. At the same time, even well-established casinos with the most advanced systems may occasionally experience technical irregularities or temporary glitches caused by various factors.

HellSpin Casino, like almost all online casinos, has this or very similar rules incorporated into its Terms and Conditions.

Please note this is not intended as an excuse for the situation; I simply felt it was important to make you aware of this perspective. In cases where you believe the casino system may not be functioning correctly, it is generally advisable to contact the casino support team immediately and refrain from further gameplay until the matter has been clarified and reviewed.

That being said, based on the gameplay history provided to me, the bet that significantly exceeded the permitted maximum bet limit appears to have been placed while the bonus wagering requirements were still not fulfilled, rather than after the bonus had already been fully wagered, as referenced in your previous message.

The screenshot you shared seems to relate to gameplay from 15.4.2026 between 16:35:20 and 16:36:10, during which several €10 bets were placed by you. However, according to the records available to me, this particular gameplay session took place after the bonus wagering had already been successfully completed.

It is also correct that you played multiple different games while the Wednesday Reload Bonus was active, and that substantial winnings were later achieved in a different slots, to be precise it was April Fury and Chamber of Scarabs slot. However, based on the gameplay chronology, these winnings were obtained after the instance where the maximum bet limit was exceeded had already occurred.

I am still awaiting confirmation from the casino team regarding whether I may share the complete gameplay history with you directly. Nevertheless, for clarification purposes, I believe I can share the following timeline:

• The Wednesday Reload Bonus was claimed by you or credited to you on 15.4.2026 at 15:00:20.
• You subsequently played several different games.
• The first recorded bet on the 3 Pots of Olympus Hold & Win slot was placed on 15.4.2026 at 15:12:29.
• Gameplay on this slot continued until 15.4.2026 at 15:32:47.
• Toward the very end of this gameplay period, a bet exceeding the permitted maximum bet limit have been placed.
• At that stage, the wagering requirements had still been quite far from fulfillment
• The bonus wagering was ultimately completed on 15.4.2026 at 16:00:29.

I hope this provided you with the required clarity from an independent entity. I trust I will be able to provide you with the gameplay history shortly for your own review.

Dear Michal,

Thank you for providing this timeline and for your independent assessment. I would like to address the points you raised and clarify why the casino's defense is fundamentally unfair and deceptive.1. The "Glitch" and Casino AccountabilityYou correctly pointed out that a technical imperfection occurred. However, as a player, I am forced to ask: How many glitches are acceptable for a licensed casino at the expense of the player? If a casino's software is flawed, the financial consequences of these flaws should not be shifted onto the player. Online casinos invest heavily in cybersecurity and automated systems; if their system fails to enforce their own rules, it is a failure of their product, not a violation by the user.2. Enforcement of Rules via Software (Max Bet Protection)Modern industry standards dictate that active bonus terms (like the €5 Max Bet limit) must be enforced automatically by the casino's software. The system allowed me to place bets and, crucially, it allowed me to request a withdrawal and placed my funds in a "Pending" status.If a violation had genuinely occurred during the wagering period, the software should have immediately voided the bonus or blocked the withdrawal request at the moment of the trigger. Allowing a player to continue playing, finish the wagering, and successfully click "Withdraw" proves that the casino’s system approved the activity. Holding the funds after a manual review only when a win occurs is an unfair practice.3. Absence of Deceptive Intent (Good Faith)I entered this casino to play in good faith. Like the vast majority of players, I rely on the automated visual indicators of the casino (balances, bonus progress bars, restricted game warnings) to navigate my gameplay, rather than reading hundreds of lines of terms before every single spin. The fact that the system allowed these actions led me to believe everything was completely regular.4. Request for the Gameplay HistoryI will not accept an unverified timeline provided exclusively by the casino to justify withholding €4.000+. I want to review the full, official Excel gameplay history myself to verify the exact timestamps of the bets, the exact moment the wagering was met, and to ensure no data manipulation has taken place during these days of delay.I kindly ask you to keep the complaint open until this data is provided to me for a full review.

Best regards,

Arkoudiaris13

Dear Arkoudiaris13,

I can agree with several of the points you have raised. At Casino Guru, we consider it best practice that bonus-related restrictions should either be enforced directly at the software level or, at the very least, communicated in a clear and highly transparent manner to players.

While many leading operators have already implemented such safeguards, it is important to note that, due to differing platform providers and internal systems, this is not yet consistently applied or required across the industry as a whole.

From a regulatory and industry standpoint, it remains the player’s responsibility to familiarise themselves with the applicable bonus terms and conditions prior to participation and to ensure compliance with them.

That said, I have also taken into account the additional information and context provided in this case. From a user experience perspective, the actions taken by the casino team may not appear entirely fair at first glance. However, the overall assessment must also consider the full set of circumstances and the applicable contractual framework.

The "glitch" you have referenced, although has not yet been fully explained by the casino team, at this stage, there is no indication that it was the result of any deliberate or targeted action on the operator’s side.

While I understand your concerns and appreciate why this may appear significant from your perspective, it is also important to consider the broader operational context. Casinos generally process a very large volume of activity by hundreds or thousands of players at once, and in comparison, only a very small fraction of users might have encountered a similar situation. This significantly reduces the likelihood that the system behaviour was intentional or systematically flawed.

As previously mentioned, even well-established and reputable operators may, on occasion, experience isolated technical irregularities.

I would like to emphasise that my intention is not to defend the casino in this matter; however, I consider it important to take this factor into account as part of a balanced assessment.

It is also relevant that you have been quite a long-term customer of the casino and have previously engaged with multiple bonus offers. This provided several opportunities to review and become familiar with the applicable promotional terms. By continuing to use the casino’s services and claiming bonuses, the terms in force at the time of participation are deemed accepted and binding.

While I acknowledge that mistakes or misunderstandings can occur, particularly in fast-moving gaming environments, agreed terms and conditions remain enforceable. A lack of awareness or misinterpretation of those terms does not generally constitute sufficient grounds to override established promotional rules.

At the same time, I do not see indications of intentional misuse. Nevertheless, it should be noted that testing or operating close to the limits of bonus conditions can, even unintentionally, lead to unintended consequences, as promotional systems are enforced strictly according to their defined parameters.

I hope I will be able to provide you with the gameplay history shortly for your own review.

Dear HellSpin Casino,

I look forward to your timely response.

Dear all,

Please note that, due to privacy and security policies, we are unable to disclose account-related information to third parties, including detailed game logs or betting history, even if the request concerns the player’s own account. Such information can only be provided directly to the player upon request through our support team.

We can confirm that the player is able to request their betting history directly from our support. However, at the moment it appears that our emails are being filtered into the player’s spam folder, which prevents proper communication delivery. We kindly ask the player to add our support email address to their contacts/safe sender list and contact us again so we can assist further.

Best regards,

HellSpin Team

Dear Michal,

Regarding the casino's response, their claim about my spam folder is just another excuse to cause more delays in a dispute that has already been dragging on for an entire month. I have never blocked their emails.However, since they officially stated here that they can only disclose the gameplay logs directly to the player, I have just sent a formal request to their support team asking for my complete and unedited betting history.Please keep this complaint open. As soon as they provide the files to my email, I will personally upload them here so we can review the technical data together.

Best regards,

Arkoudiaris13

Dear Arkoudiaris13,

Sure, no problem. I trust the casino team will provide the documentation to you shortly.

Dear Arkoudiaris13,

Regarding the screenshot, after reviewing your account activity, we found that the bonuses were wagered in violation of the promotional terms and conditions. As a result, the subsequent accumulation of funds was obtained through gameplay that breached the established rules.

In accordance with our Terms & Conditions, winnings derived from bonus abuse or rule violations may be considered invalid. Therefore, the related transactions and resulting balance adjustments were applied correctly.

If you need any further clarification, please let us know.

Best regards,

HellSpin Casino

Dear Michal,

The casino's response is completely generic, contains zero evidence, and displays a continuous, intentional delay. This dispute has been dragging on for an entire month, which is unacceptable and a clear stalling tactic.My screenshot showing 100.96% wagering completion proves that the system allowed my gameplay to settle normally. Since the casino has already admitted during this mediation that "temporary system errors" occurred, I must now bring a critical technical fact to your attention that completely debunks their claims.The disputed gameplay timeframe was not a single manual action. I was running rapid, consecutive, and repetitive automated spins using the Autoplay feature. The actual bet size selected for the Autoplay sequence was perfectly legal (€0.50 to €3).Due to severe server lag, the backend failed to register these spins individually. Instead, it aggregated multiple lower, legal automated bets into a single bulk log entry (such as €10). This is a known Autoplay Aggregation Bug. The platform accepted the legal automated sequence but compressed the data packets into one transaction due to infrastructure delays. A compressed server log cannot be used to fabricate a terms violation and confiscate €4,000+.To resolve this completely, we now strictly require the raw gameplay logs with millisecond (ms) timestamps and individual Spin-IDs. This data will undeniably prove the continuous, automated nature of my smaller bets.If the casino refuses to publish the Excel file here under the pretext of privacy or GDPR, I hereby give my explicit, formal consent for HellSpin to send the raw Excel file directly to your official Casino Guru email.If they fail to provide you with these millisecond (ms) logs within 48 hours, it proves they are using stalling tactics to hide a catastrophic system malfunction.

Best regards,

Arkoudiaris13

Dear Michal,

To make this absolutely clear: the casino explicitly stated in their last response that they "reviewed my account activity." This means they already have my complete transaction and gameplay Excel log directly in front of them.Despite having this data ready, they intentionally chose to post a generic, automated copy-paste message instead of providing the actual file. This is undeniable proof that they are trying to waste time and avoid the technical truth.Since the data is already extracted, there is zero excuse for further delay. They must send the raw logs with millisecond (ms) timestamps to your email immediately.

Best regards,

Arkoudiaris13

Dear Arkoudiaris13,

Thank you for your response.

Dear HellSpin Casino,

Kindly ensure that the player’s concerns are addressed clearly and comprehensively.

Furthermore, please note that the player has once again requested their full game log via email on 18 May 2026. Please ensure that the requested materials are provided to the player at your earliest convenience.

Dear Michal, dear Arkoudiaris13,

We would like to reiterate once again that, due to privacy and security regulations, gameplay logs and account-related data can only be provided directly to the account holder through our support.

As already explained multiple times, the player may request the betting history directly from our support team, and this remains the only available procedure. We will not disclose private account documents publicly within the complaint thread or outside the established support process.

The allegations regarding "stalling tactics," "aggregation bugs," or "system malfunctions" are purely speculative and unsupported by any technical evidence. Assumptions regarding backend processes or transaction logging do not alter the established procedure for handling private account data.

For additional clarity, we are attaching a screenshot of the email delivery attempt, where the receiving/delivery error can be clearly seen. This confirms that our team has already attempted to contact the player regarding this matter.

Therefore, if the player wishes to receive the requested files, they simply need to continue communication with our support team through the registered email address associated with the account and ensure that our emails are properly accepted by their mail provider.

Best regards,

HellSpin Team

Dear Michal,

The casino’s response and their attached screenshot are an insult to our intelligence. They are intentionally trying to mislead you with outdated data from a month ago.Please look closely at the screenshot provided by HellSpin:The email exchange they attached is dated April 20th and April 21st, 2026.Your direct order to the casino was regarding my official email request sent on May 18th, 2026.The casino completely failed to provide any evidence that they attempted to reply to my recent email from May 18th. Showing a "delivery error" from a completely different month (April) is an undeniable stalling tactic and proof of bad faith. They are completely ignoring your explicit instruction to address my concerns comprehensively.Furthermore, regarding their privacy/GDPR excuse for not uploading the Excel file here: I have already given my explicit, formal consent for HellSpin to send the raw Excel file directly to your official Casino Guru email.If my technical arguments regarding the Autoplay Aggregation Bug were "pure speculation," the casino would have easily sent the Excel file to your email to prove me wrong. Instead, they choose to hide behind an old delivery error from April.They have the data ready. They refuse to provide the millisecond (ms) timestamps to you because they know the server lag will be exposed. I strictly request you to reject this manipulation and close this case in my favor as Unresolved.

Best regards,

Arkoudiaris13

Dear Michal,

Furthermore, I must highlight the technical absurdity of the casino's claim.Their own screenshot proves that they successfully received my email. In the world of basic IT infrastructure, if an inbox is completely open to receiving my emails, it is technically impossible to be "blocked" from replying to that exact same address unless the casino deliberately altered my email format or typing details.Even if their server genuinely faced a random "delivery issue" back in April, we are now in May. The casino has had my open email address, and more importantly, they currently have this public Casino Guru thread.If they honestly wanted to provide the logs, they could have easily attached the Excel file right here or sent it to your email, as I have officially consented. Using a fake or self-inflicted email delivery error from a month ago to justify withholding evidence is a massive red flag. They simply have no tech logs to back up their false claims.

Best regards,

Arkoudiaris13

Dear HellSpin Casino,

It seems you have not paid your full attention to my previous response.

I have respectfully asked you to ensure that that the player’s concerns are addressed clearly and comprehensively.

Furthermore, please note that the player has once again requested their full game log via email on 18 May 2026.

This is the proof of the player's request.

Please ensure that the requested materials are provided to the player directly and privately at your earliest convenience.

If any procedural verification from the player is required, please send the request directly to them via email so they can respond accordingly.

Additionally, while I understand that communication should primarily take place directly between you and the player, I would like to reiterate that there may be issues with email delivery or receipt. For that reason, I am willing to act as a neutral intermediary for forwarding important correspondence. I will not interfere with or influence the content of any messages; my role would be strictly limited to ensuring that both parties receive the necessary information and evidence.

Dear Arkoudiaris13,

Thank you for your detailed message.

We would like to clarify that we have thoroughly checked the communication logs from our side, and there is no evidence of any failed or blocked attempts to respond to your most recent email dated 18 May 2026. However, our system indicates that outgoing messages may not be successfully delivered to your inbox.

Based on technical review, this is most likely related to your email provider (Yahoo) or your personal email settings, where our messages may be filtered, blocked, or redirected to spam. Unfortunately, this is not something we are able to control or modify from our side, as delivery depends entirely on the recipient’s mail server and inbox configuration.

We would like to emphasize that this is not a matter of withholding information. The requested data can only be sent securely via email to the registered address, and we have already attempted to do so. At this stage, we kindly ask you to check your spam/junk folders, whitelist our domain, or try an alternative email address if possible, in order to ensure successful delivery.

We remain fully willing to provide all requested game logs and supporting data once the delivery issue is resolved on your side.

Best regards,

HellSpin Team

Dear Michal, 

I am updating the thread to ensure the timer does not expire. As you can see, the casino has completely ignored your explicit instruction to send the Excel game logs to your professional email. 

My Yahoo inbox and spam folders remain completely empty. I have not received any communication or logs from their side. 

I am standing by and waiting for your official review and next steps regarding the casino's refusal to cooperate with your alternative solution.

Best regards,

Arkoudiaris13

Dear Arkoudiaris13,

As per the casino response "...or try an alternative email address if possible, in order to ensure successful delivery."

Do you have any email from a different email provider/domain? For example Gmail, otenet.gr, hol.gr, protonmail or similar?

Let's try this option if possible.

Dear Michal,

Thank you for your suggestion. However, I do not have an alternative email address, as I have been using my personal Yahoo account for over 15 years for all my communications.

Furthermore, as I have already stated in the past and must repeat once again, I have not blocked the casino or its support team. My email works perfectly, and I recently sent them a message from this exact Yahoo account to request the Excel logs. Since they successfully received my email, it is logically and technically clear that they can reply to it. The issue does not lie on my side.

Since I have already given my explicit permission for the casino to share the Excel logs with you, and you have kindly offered to receive them on your professional email, I believe this remains the most secure and direct solution.

Please request that the casino send the data straight to your email, as previously agreed, so we can finally move forward.

Best regards,

Arkoudiaris13

Dear Arkoudiaris13,

Thank you for your response.

Could you please clarify whether there is any particular reason you are unable or perhaps unwilling to create a new personal email address with providers such as Gmail, otenet.gr, hol.gr, ProtonMail, Outlook (Hotmail), or similar services?

While I acknowledge that Yahoo is a widely used email provider—and I also personally use a Yahoo account—I also maintain email accounts with other providers for different purposes.

I also note your confirmation that you have not blocked the casino or its support email addresses. Nevertheless, it would be helpful to know whether using an alternative email provider could be considered in order to ensure smoother communication going forward.

Dear HellSpin Team,

I understand that communication should primarily take place directly between you and the player, so that the requested data can only be securely sent to the player’s registered email address.

However, as the player has confirmed that they are not receiving your emails, despite no indication that your messages are being blocked on their side, there appears to be an ongoing communication issue that may be affecting delivery, which does not seem to stem from the player's side.

To help verify that correspondence is being properly departing from your side, I kindly ask you to include my email address michal.k@casino.guru in the Cc when sending the relevant communication. This should allow us to track successful delivery and maybe assist in identifying any potential technical or routing issues.

As previously mentioned, I am willing to act solely as a neutral intermediary for the purpose of facilitating the exchange of important correspondence. I will not interfere with or influence the content of any messages; my role would be strictly limited to ensuring that both parties receive the necessary information and evidence required for the resolution of the case.

Thank you in advance for your cooperation.

Dear Michal,

Thank you for your update and for taking a clear stance regarding the communication issue.

To answer your question, I prefer not to create a new email account because I have been using my personal Yahoo address for over 15 years without a single delivery issue from anyone. More importantly, I value my privacy and do not wish to share my personal data across multiple platforms just to accommodate the casino's excuses. Blaming Yahoo—a global provider with hundreds of millions of users—is simply a stalling tactic.

We have spent 1.5 months discussing technical delivery issues instead of the actual case. Therefore:

1. The Excel game logs belong to my data history by law. Since I have fully authorized you to receive them and you have kindly offered to act as a neutral intermediary, the casino has no legal or logical excuse to withhold them anymore.

2. There are absolutely no blocked accounts on my side. As the casino's own recent screenshots proved, they successfully receive emails from my Yahoo account. In terms of mail servers, if they can receive from me, they can reply to me.

3. The excuses and delays must finally stop.

I fully support your alternative solution to have the casino include your email (michal.k@casino.guru) in the CC. Since the logs will now reach your inbox simultaneously, there is absolutely no need for me to change my email address.

I am standing by for the casino to finally send the data with you in the CC.

Best regards,

Arkoudiaris13

Dear Michal,

Thank you for your continued assistance with this case.

To provide additional transparency, we have sent you an email containing a full screenshot from our communication system.

We would like to reiterate that we have no reason to withhold the requested game logs from the player. The relevant information and supporting data have already been provided to Casino Guru for review during the investigation process.

However, due to privacy and data protection requirements, account-specific logs and records can only be shared directly with the account holder via their registered email address. For this reason, we are unable to include third parties in communications containing such information or provide the logs through alternative channels.

Based on our records, the messages are being sent successfully from our side. Unfortunately, we are unable to control how the recipient's email provider processes incoming emails after dispatch.

We remain fully willing to provide the requested information directly to the player once the email delivery issue is resolved.

Thank you for your understanding and cooperation.

Best regards,

HellSpin Team

Dear HellSpin Team,

Thank you for your email.

Dear Arkoudiaris13,

I have received evidence indicating the the casino team has indeed sent you this email to your email gia**********dis@yahoo.com.

I have searched on Google for possible reasons that might lead to its non-delivery to you and discovered the following:

The email could have been filtered by Yahoo before reaching your inbox

Even if your Yahoo Mail settings are on their default configuration and you have not manually blocked the sender, Yahoo's spam and security systems may reject or silently filter certain emails. This is especially common with:

Emails sent from newly created domains,

Poorly configured mail servers,

Bulk-mail providers with a weak reputation,

Gambling-related domains, which sometimes have lower sender trust scores.

Unlike a normal spam filter, some messages may never appear in either the Inbox or Spam folder if Yahoo rejects them at the server level.

And

you can whitelist the casino's email address in Yahoo Mail, although it's important to note that whitelisting helps prevent emails from being moved to Spam—it does not guarantee delivery if Yahoo rejects the message before it reaches your mailbox due to sender reputation or authentication issues.

You can try to add the sender to your Contacts

This is the simplest method.

Log in to Yahoo Mail.

Click the Contacts icon (usually located on the right-hand side).

Click Add a new contact.

Enter the casino's email address (for example, support@casino.com).

Click Save.

Yahoo generally treats emails from contacts more favorably.

I would recommend trying this option to facilitate the delivery of your game logs, especially if you are not willing or able to use a different email address for this purpose.

Dear Michal,

This is getting completely out of hand. We are turning a serious financial dispute into a technical support thread about Yahoo Mail. 

The casino is deliberately using this "email delivery issue" as a brand new delaying tactic to avoid the core issue: they refuse to upload the itemized Excel logs directly to this platform or send them to you, the mediator.

I am not a computer expert, nor should I be required to become one just to receive my rightfully won funds. Despite this, I tried to follow your technical steps but my Yahoo interface does not allow these configurations. However, I have thoroughly re-checked every single folder—including Spam and Trash—and absolutely nothing has arrived from the casino. 

I have repeatedly given my explicit, legal consent for Casino Guru to receive and review my logs. Instead of forcing me to navigate email delivery failures, the logical and proper procedure is for the casino to send the Excel files directly to YOU, the mediator. 

This dispute has already been dragging on for nearly a month and a half. To save your time and mine, if the casino refuses to provide this technical evidence to YOU within 48 hours, please close this case immediately as "Unresolved due to casino's lack of cooperation" so I can officially forward this entire file to the Curaçao Gaming Authority.

Regards,

Arkoudiaris13

P.S. From a legal standpoint, under global data protection standards (including EU GDPR principles which the casino purports to respect), the explicit and unconditional consent of the data subject completely waives any data privacy restrictions. By refusing to provide the data to the authorized mediator after my official consent, the casino is not protecting my privacy; they are actively suppressing evidence.

Dear Arkoudiaris13,

I acknowledge your response and understand that we may have become unnecessarily focused on the uncertain technical issues surrounding the non-receipt of emails related to this case. Based on the evidence available to me, I can confirm that the casino did send communications to the email address registered on your account.

I appreciate that you may not have had any control over the reasons why these emails were not received. However, it is equally important to note that the casino cannot reasonably be held responsible for the functioning of your email inbox, particularly where the available evidence indicates that the messages were dispatched without issues from their side.

It also appears that my previous response and the clarification of events got in the meantime overlooked. Therefore, for the sake of clarity, I will reiterate the relevant findings of our investigation.

As previously mentioned, I received and reviewed the evidence provided by the casino, including your complete game log. Based on this documentation, the following sequence of events was established:

• The Wednesday Reload Bonus was claimed by, or credited to, your account on 15 April 2026 at 15:00:20.
• You subsequently played several different games.
• The first recorded wager on the 3 Pots of Olympus Hold & Win slot was placed on 15 April 2026 at 15:12:29.
• Gameplay on this title continued until 15 April 2026 at 15:32:47.
• Towards the end of this gameplay session, a wager exceeding the permitted maximum bet limit was recorded.
• At the time this occurred, the wagering requirements attached to the bonus remained far from being completed.
• The bonus wagering requirements were ultimately fulfilled on 15 April 2026 at 16:00:29.

During the course of our investigation, I concluded that the maximum bet rule was breached when you utilized a Bonus Buy feature in the 3 Pots of Olympus Hold & Win slot game while you were still wagering the bonus. The activation of a Bonus Buy constitutes a deliberate player action and, therefore, cannot reasonably be regarded as an unintentional or coincidental event.

In line with general industry practice, a Bonus Buy (also referred to as a "Feature Buy") is considered a single wager or betting transaction. By selecting this feature, the player pays an enhanced stake amount upfront in order to gain immediate access to a bonus round, rather than triggering it through standard gameplay.

The casino's applicable bonus terms state the following:

"1e. The maximum bet with an active bonus is 5 EUR/USD (or equivalent in another currency), unless stated otherwise in the specific bonus terms. Purchasing any game features (including but not limited to respins) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Hell Spin Casino reserves the right to confiscate the winnings. If the currency of your account is not specified, the maximum bet amount is equivalent to 5 EUR in your currency."

"3j. The maximum bet limit (5 EUR) includes bets doubling after a game round has been completed, as well as bonus rounds purchased within the game."

Furthermore, our position under the Fair Gambling Codex: Our Views on Problematic Areas is as follows:

"The bonus maximum bet rule is an industry standard, as is the casino's right to confiscate winnings derived from bonus play following a breach of this rule. We generally do not consider it appropriate to penalize casinos for enforcing established industry standards."

Based on the evidence reviewed, the round in which the maximum bet violation occurred resulted in quite substantial winnings. These winnings contributed towards the completion of the wagering requirements and formed part of the funds ultimately converted into withdrawable balance. As such, the breach provided an advantage that would not have been available had the promotional terms been adhered to.

It is also relevant to note that you have been quite a long-term customer of the casino and have previously participated in multiple promotional offers. This have provided you with several opportunities to review and become familiar with the casino's bonus rules and the restrictions applicable to bonus play.

Taking all of the above into consideration, we have concluded that the casino acted in accordance with its published bonus terms and conditions, which you accepted upon registering and participating in the promotion.

With regard to your GDPR request, you may consider contacting the Hellenic Data Protection Authority (HDPA) (https://www.dpa.gr/el), which appears to be the competent supervisory authority within your jurisdiction. While, based on the information available to me, I do not necessarily share the view that the casino has failed to comply with its obligations, if you believe that the casino has not properly responded to a valid request for access to your personal data, you can raise the matter with the HDPA. Nevertheless, matters relating to data protection compliance fall outside the scope of our competence and, consequently, outside the remit of our dispute resolution process.

In light of the above findings, we are unable to conclude that the casino acted unfairly or in a manner inconsistent with its established rules and conditions in this particular case.

As an independent dispute resolution service, we do not take sides. Our role is to review the available evidence and reach a conclusion based on the facts presented. After reviewing the circumstances of this case, I have found no grounds that would justify a different outcome.

As the reasons underlying our decision have been explained to the extent permissible within our role as an independent dispute resolution service, this complaint will now be closed as Rejected.

Should you remain convinced that the applicable rules were not breached, despite the explanations provided above, you may consider escalating the matter to the casino's licensing authority or another competent authority within your jurisdiction. Unfortunately, we are not in a position to provide any further assistance in this regard.

If you decide to pursue the matter further, I would appreciate it if you could inform me of the outcome at michal.k@casino.guru.

For future reference, I strongly encourage you to carefully review and adhere to all applicable casino terms and promotional conditions before participating in bonus offers, as doing so may help avoid similar situations.

Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact us. We will always endeavour to review the matter fairly and provide assistance to the best of our abilities.

Best regards,

Michal

Casino Guru