HellSpin Casino - Player denied expected bonus after deposit.

Hello, I would like to make a complaint. Today I deposited PLN 100 to receive a 50% bonus and 100 FS that I had available at the time of making the deposit. After depositing, there is no bonus and in the live chat they write that I will not receive it because I have a high bonus factor. If I had known about this, I would not have made the payment. Shouldn't I have received this information earlier?

Dear CIENTORBY,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with HellSpin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long have you been a player in the casino?
• Have you previously accepted bonuses in the casino?
• Could you please provide a screenshot of the bonus and its specific terms and conditions? Share the screenshots here in the complaint thread or send me this information to my email at tomas@casino.guru
• Have you decided to play with the amount you deposited, or have you decided to request a refund of your deposited funds?

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,

Tomas

I opened an account in the casino on September 17, 2023

Yes, I used bonuses. If the casino gave a bonus, why shouldn't I use it?

I wanted them to refund my deposit, but in the live chat they told me that I had to trade it x3 and then they would give it back to me. Unfortunately, I didn't manage to do it.

An hour after I made the deposit and I received information that I would not receive the bonus, I received a message on my e-mail that they had granted me 10FS (screenshot)

I am sorry but I didn't understand your comment.

I wanted them to refund my deposit, but in the live chat they told me that I had to trade it x3 and then they would give it back to me. Unfortunately, I didn't manage to do it.

Does it mean you decided to play your deposit and you played down your balance?

Do I understand correctly the bonus 50%+ 100FS seemed available in your casino account?

I'll await your response.

Yes, I was refused a refund of my deposit. Yes, I lost what I deposited. Yes, the bonus was available when you made your deposit. Otherwise I wouldn't have filed a complaint.

Thank you for the confirmation,

Unfortunately, if you've lost the deposit that was supposed to activate the bonus, there is not much we can do at this point. No casino would credit you the match deposit bonus if the deposit has been played as usually it ich technically impossible, nor do we have to option to assist you with your request for a deposit refund, since you decided to continue playing with these funds.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, 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.