HellSpin Casino - Player believes that their withdrawal has been delayed.

Hello,

I tried to withdraw my balance with cashout of 4000 CHF every day for 1 months (August).

They reject the transfer payments daily, even with cashout of 10 CHF.

I have all my documents already verified, my credit card works perfectly. I tried to use another withdrawal methos like E-wallet and Crypto but no one of them work well and for my country the "instant transfer" banking dosn't exist.

So I'm here to know how can i cashout my money to HellSpin casino.

thank you

Marco

Dear eramomarco,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello Kristina,

in reality my withdrawal was rejected by the casino and so also the other countless times that i tried to cash out

with my credit card.

The reason they give me by e-mail is the following: "we were unable to process a withdrawal to your card due to a refusal from your bank. "

So, i contacted my bank and mastercard center and they both said me that there are no incoming payments from HellSpin casino and nobody refused anything.

The problem is bigger then this, because it's just 4000 CHF cashout from now, but i have a bigger balance on my HellSpin account and this is worrying.

Hope you can help me,

Marco

Thank you very much for your reply, eramomarco. Have you made any successful withdrawals before? Do I understand correctly that you tried using alternative withdrawal methods, but those withdrawals were also canceled?

Could you 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 don't have successfully withdraw before.

In order to withdraw with E-wallet method you have to make a minimun deposit

and I'm not able to do it. I can't deposit because my money come from a mastercard.

Maybe I'm not good enough to do this deposit, but why they said me that my bank refuse the transfer when

this is not true?

Thank you very much eramomarco for your c.ooperation I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear eramomarco,

I am so disappointed to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a HellSpin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear HellSpin Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Meanwhile i do another withdraw with Skrill (E-wallet payment) of 3500 CHF.

You can find the screenshots here in annex.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear eramomarco,

Thank you for the provided information.

I have contacted the casino to respond to this complaint. The process of setup their account may take some time, so I am extending the timer by seven days. Thank you for your understanding.

Kind regards,

Stefan

Dear eramomarco,

I have received information from a casino representative that you were depositing from other people's cards. But as the casino is very generous, they have decided to pay you in full. Could you please let me know once you receive the payment? I am looking forward to your answer.

Kind regards,

Stefan

Dear eramomarco,

How are you doing?

Have you received the payment?

Kind regards,

Stefan

Hello Stefan,

I actually received my payment and now i'm starting to withdraw the other part of my entire balance.

What can I say? It was a long wait.

Thank you for your help and collaboration.

I'll contact you again when i finish to withdraw all my balance.

Thank you,

Marco

Dear eramomarco,

I am glad to hear that! You are welcome, we are here for you.

I am looking forward to your answer.

Kind regards,

Stefan

Dear eramomarco,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear eramomarco,

As we haven't heard from you, we will close this complaint as "rejected". Feel free to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan