HellSpin Casino - Player is dissatisfied that the bonus has expired.

I deposited $300 with a 100% match bonus. I gambled the $300 I initially deposited and decided to leave the bonus to use at a later point in time. 4 weeks later I logged in to gamble the bonus and I was told the bonus had expired. At no time during the deposit process was I advised that the bonus had an expiry date. Obviously if I had been told that it would expire I would have gambled it sooner. I believe Hellspin is deceitful and misleading in the way they handle bonuses and they hide the fact that they have a very short expiry.

Dear Paul,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you activated the first deposit bonus? Was the bonus credited right after your deposit?

Could you please clarify how you found out that the bonus has expired?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Thanks for looking into this. You are correct that this was a first deposit bonus. The deposit had been activated and I just left it sitting in my account thinking I would come back and use it later. I played through the $300 I deposited (and lost it) and there was still the $300 bonus showing in my account. When I next logged into my account a month later the balance was $0. I contacted Hellspins online chat and asked what happened to my bonus and they said that it had expired. There was no mention in the bonus promotion that the bonus would expire and it seems like a total scam. The only way I found out that it expired was through the online chat today.

Regards

Paul

Thank you for your reply, Paul. I fully understand your point of view, however, the vast majority of bonuses sooner or later expire. We cannot punish the casino only because the bonus was cleared (most likely automatically) sometime during the 4 weeks of your inactivity. One month is more than enough time to play with it. We also cannot force the casino to credit you back the expired bonus. I am sure you understand that you cannot leave the bonus sitting in your account forever.

I am sorry, but I am afraid we are not able to help here. I can only recommend that you play with bonuses as soon as they are credited to you.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

Thanks Kristina. The fact that bonuses expire is new to me and is something that is probably new to most first time depositors. My complaint is that Hellspin Casino does not disclose this to you at all. I have been told several times via chat and email (by Hellspin) that it is in their T&C's but it absolutely is not. There is nothing at all in their T&C's that says the first deposit bonus will expire after 7 day. I have asked them to send me a screenshot from the T&C's on their website where they claim it says that the bonus will expire after 7 days and they have not provided it to me.

I believe that this is a total scam and totally lacks any transparency. The fact that they continually tell me that it is in their T&C's but won't provide a screenshot of it only amplifies the problem.

Do you believe that this conduct is acceptable?

I understand your frustration, and I agree that all important information should be stated somewhere in the Bonus T&Cs. At the same time, we cannot force the casino to credit back the bonus that has expired. You had plenty of time to play with this bonus. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.