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 I tell you that I made a successful kyc, I had no bonuses and had previously withdrawn twice with low amounts.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

We’ve reopened this complaint at the request of HellSpin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear pedrosalvadorc17,

We apologize for the delay in responding to your complaint and appreciate your patience.

Upon reviewing your case, it appears that there was a group of players, including yourself, who took advantage of an error in the USD to ARS conversion rate (which was tied to the blue ARS rate, rather than the official rate). This resulted in a discrepancy in the conversion rate, which was in your favor. Additionally, there was an error with the payment provider during the withdrawal process, causing an additional conversion from ARS to USD and back to ARS, resulting in deductions that exceeded the agreed-upon amount. Consequently, your payout was calculated based on the blue rate rather than the official rate.

We understand the frustration this situation may have caused, and we are actively investigating to rectify the issue and ensure that such discrepancies are addressed promptly.

Best regards, HellSpin Casino

Dear Hellspin Casino,

Thank you for your prompt reply. Can you please specify the amount that the player benefited from due to the conversion rate error? We recommend deducting this amount from the player's balance and allowing the remaining balance to be withdrawn.

I'll be awaiting your reply.

Dear all,

Our records indicate that player engaged in activities that exploit vulnerabilities in our system, which directly contravenes our rules and regulations.

Player managed to make several withdrawals before our security measures detected the irregularities. Player's recent deposit of 287 euros resulted in a withdrawal of 339 euros, which is indicative of fraudulent behavior. Furthermore, player's choice of low-risk wagers in Baccarat, aimed at preserving profits, is not in line with our fair play policies.

As a result, we cannot honor your request for a refund in this particular situation.

Best regards, HellSpin Casino

Dear Hellspin Casino,

Thank you for your response.

Playing the game of baccarat is not a risk-free gameplay, the player could still lose the funds in a process as the RTP is under 100%. Could you state if the player has wagered the deposit according to your terms and conditions?

I'll be awaiting your reply.

Dear all,

We must clarify that the issue is not related to playing Baccarat itself. The primary concern is the fraudulent activity detected in player's account, specifically involving currency conversion abuse and low-risk wagering strategies to manipulate the system.

Our investigation revealed that player exploited a vulnerability by converting funds between currencies in a manner that resulted in an unfair increase in balance. This practice violates our Terms & Conditions, as it constitutes exploiting a system flaw for financial gain.

To summarize, the issue lies in:

• Abusing the currency conversion process to illicitly increase player's balance.
• Utilizing low-risk bets to complete wagering requirements without genuine risk, effectively cheating the system.

These actions are considered fraudulent and are against our Terms & Conditions.

Thank you for your understanding.

Best regards,

HellSpin Casino

Dear Hellspin Casino,

Thank you for your response and the information provided.

In that case, we believe that the amount that was gained unfairly by abusing the conversion rates should be deducted from the Player's account and the rest should be paid to the Player.

I would like to kindly ask you to reconsider the situation.

I'll be awaiting your reply.

Dear pedrosalvadorc17,

After gathering all the necessary information and details from the casino, we decided to close this complaint as unjustified. There are reasonable grounds to believe that your account was engaging in suspicious activity, not used for gaming purposes, or there are even signs of possible money laundering. The casino acted in accordance with its terms and conditions, and we accept its decision to cancel your withdrawal and block your casino account.

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.