HellSpin Casino - Player's account has been blocked.

Hello, I come to you to guide me how I can report this casino to the entity that regulates it, it was the first time I played here and they scammed me, they suspended my account indicating that I have taken them as a bank and that is why they close my account and confiscate my funds these thieves. they stole my money. I tell you that I made a successful kyc, I had no bonuses and had previously withdrawn twice with low amounts. I decided to add an amount that was considered high for me, but after I played and was able to win, they blocked my account, they stole my money and I never heard from them again, so I want you to please help me report them and show that I did not comply the terms of taking them like a bank. I deposited and played as normal, they can give my game history if necessary since they cannot block and steal my money without presenting conclusive evidence. please I come to you because you are my hope that these do not steal my money help

Dear pedrosalvadorc17,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when did you make your last successful withdrawal? Do I understand correctly that the casino confiscated $77,150 ARS (dispute value)?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Hi Cristina, actually I only withdrew twice and I'm talking about what I did on April 3 for very low amounts, around 3 thousand ARS. how i saw the casino if i pay then i decided to add higher funds i played as normal and they can show my history. I played and won, although little, but I did win, so I decided to withdraw, the earnings did not arrive as when they arrived, which took less than 24 hours, so days passed and my account was suspended without prior notice without sending an email or anything. Then I wrote to the chat and that's when they just told me to send me an email and the email was the cancellation of the withdrawal of funds claiming that I violated the terms that they are not a financial institution and that is clear to me. In a casino you deposit to play and that's what I did, so these people stole my money since I deposited and played and also earned little. But win honestly. They are thieves in my opinion. Anyway, I deposited on April 3 and 15 days have passed since my money was stolen.

Thank you very much for your reply, pedrosalvadorc17. Have you received any specific explanation from the casino regarding the blocked account? 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.

Hello dear Kristina, no detailed explanation, I just withdrew money and after that I received a withdrawal cancellation email for reasons of payment error, I asked and they said that it is their problem for sending ARS and that I should request a new withdrawal

When I request the new withdrawal, they cancel again but this time indicating that I violated said policies, I leave the photo and from there they only say that I violated those policies, nothing more. They did not give further explanations and that this is the final decision

Thank you very much, pedrosalvadorc17, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear pedrosalvadorc17,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear HellSpin Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello dear Stefan. Thanks for entering here. I hope that the casino responds and that it is clear. Because they took a lot of money for me. Maybe not for them but for themselves it's a lot. Greetings friend and thanks for the help

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’ which may negatively affect its rating.

Dear pedrosalvadorc17,

I have tried to contact the casino but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Gaming Curacao Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (stefan.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Stefan