HomeComplaintsHellSpin Casino - Player's account deactivated after document submission.

HellSpin Casino - Player's account deactivated after document submission.

Amount: €230

HellSpin Casino
Safety Index:Below average
Submitted: 06 Sep 2023 | Case closed : 22 Sep 2023
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 year ago

The player from Brazil provided multiple documents to the casino, but after 36 emails, his account was deactivated, and his winnings were not paid out. We rejected the complaint because the player confirmed they used a third-party payment method, which was in direct breach with the casino's T&Cs.

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1 year ago
Translation

I was scammed by the Casino. I spent hours and hours supplying them with various documents such as proof of payment and my personal documents. After 36 emails, they deactivated my account and did not pay me, even though I sent all the documents correctly.

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1 year ago

Dear leticiaconceicao192,

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 were you a player of the casino and when exactly was your account blocked?

What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

Did you achieve your current balance with or without an active bonus? 

Could you please list which documents you provided to the casino?

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


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1 year ago
Translation

Everything went like this, I made a deposit of 30 euros, then I got 100 free spins, then I played with it, I got the balance, it disappeared, they said I deleted the promotion, that's it, get in touch and complain, they send me email notifications and nothing's wrong, that's it, the 50 free spins that I got asked to double the amount, I managed to double the amount, so when I asked for payment, there were several chats and emails and nothing blocked my account, they didn't pay me, I'll send everything here

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1 year ago
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So I'm waiting

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1 year ago

Do I understand correctly the winnings of 230€ come from these free spins?

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What specifically were the rules of the bonus the casino credited to your account?

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1 year ago
Translation

Yes, it was from the Bonus that I got from my deposit and I complied with the rules of doubling the amount, they didn't pay me, it wasn't because of the value of the bonus, yes, they blocked my account using the documents and they didn't let me, right, go into the account to take the printouts that it complies with. all very well

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1 year ago

Thank you very much, leticiaconceicao192, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.  

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1 year ago

Hi leticiaconceicao192,

 

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

 

I'd like to ask HellSpin Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

 

Thank you.

 

Best regards,

Tomas

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1 year ago
Translation

Good afternoon Thomas, that's how I made the deposit, I created my account, then my boyfriend deposited it for me, they, I won, then they said I left the bonus by accident, then he went and took my first winnings, it was from the first 50 free spins, then I I won another R$ 50, this amount was 230 euros, so I deposited R$ 30 euros and my profit was R$ 230, which they told me to double, I think the amount was R$ 3,000 and something, so I doubled the amount when I doubled that I won the 230 it was for me it came out of my bonus account and went to my main account they asked me where did I get the money to deposit that I wanted proof of that I took the proof and sent it and then he started asking for documents I sent several documents of mine documents asked for my CPF all the documents then they asked for it all the time it was denied denied right, that was 36 and a half I think I talked to their chat 16 to 14 times and he disappeared and he was just telling me that my documents had been denied the last time The answer I received was from the attendant who said, look, your order has been analyzed, we will make your payment, okay, when I log out of the account, I went to the email to see what the email arrived saying that my account had been blocked due to fraud when I I asked what fraud it was, he blocked my account so I could no longer get the rest of the prints I had, but then you have a print of all the emails they sent me requesting denial documents, chat document I think I have it too of the bonus that I won, there is proof of the deposit that I made, there is proof showing that I won what they told me to double by playing to be able to win so they blocked my account and simply didn't pay me I just want it even if they don't pay me my bonus is that he gives me back my 30 euros because I won I have proof so I want it to be mine thank you in advance I appreciate you helping me

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1 year ago

Dear leticiaconceicao192,


Can you please confirm if you have used your boyfriend's payment method to deposit into your casino account?


Kind regards,

Tomas

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1 year ago
Translation

Yes I used it

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1 year ago

Dear leticiaconceicao192,

 

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions. As you confirmed above, you have used a payment method that doesn't belong to you, so there's nothing we can do to help. The casino acted correctly and within its terms and conditions.

 

If you want to play again at any other casino, I strongly recommend that you use a payment method that belongs only to you. This is one of the basic rules of online gambling.

 

For the above reasons, this complaint will be rejected. Thanks for your understanding, and I'm sorry we couldn't help more in this case.

 

Best regards,

Tomas

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