HellSpin Casino - Player’s account has been closed and winnings confiscated.

They closed my account and they will not pay my winnings. Support told me that my account is closed and winnings will not be payed. They approved all my documents, and told me to wait for my withdrawal.

Hello bacnikklemen,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with HellSpin Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Since when exactly is the withdrawal pending?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello! I won money using their welcome bonus. 1000€ was pending probably 3 days. Other 7000€ was on my balance. I dont have printscreen of pending withdraw. Today chat told me that i dont have to send any more documents and everything is fine. Last time i spoke to casino was today in the morning and on email. Will send also chat transcript of todays morning chat.

Dear Bacnikklemen,

I hope this message finds you well. As we typically recommend allowing up to 14 days for withdrawals once an account is verified, could you kindly provide an update on whether there has been any progress with your payment?

Your feedback would be greatly appreciated, and we are here to assist if needed.

Best regards,

Nick

Hello! They unlock my account and told me to withdraw my deposit (cca 100€) and rest of my winnings will not be paid they said. I have printscreens of my account transaction history.

Dear Bacnikklemen,

Would it be possible for you to kindly forward your deposit, bonus, and betting history, along with any communication between yourself and the casino, to nikolas.b@casino.guru for further review?

I look forward to hearing from you.

Best regards,

Nick

Hello. I forward you chat conversations, and printscreens. My account is curently opened and they told me that i only can withdraw my deposit and rest of my winnings not.

Dear Bacnikklemen,

We would like to inform you that, based on the chat conversations with the casino, there have been concerns raised regarding the potential existence of multiple accounts in your name. To assist in resolving this matter, could you kindly confirm whether you have previously held any accounts with this casino or if anyone else in your household currently holds an account?

We appreciate your cooperation and look forward to your response.

Best regards,

Nick

There is only one account.

Dear Bacnikklemen,

Thank you for providing all the information so far. As we require further clarification from the casino regarding your case, I will now forward your complaint to my colleague Peter (peter.c@casino.guru), who will be assisting you from this point onward.

Wishing you the best of luck in resolving the matter.

Kind regards,

Nick

Hello there,

Thank you bacnikklemen for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask HellSpin Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and winnings confiscated.

Thank you!

Dear all,

We have submitted all relevant evidence regarding the account closure to Peter for review. We want to assure you that we take these matters seriously.

Thank you for your understanding, and we look forward to resolving this matter.

Best regards, HellSpin Casino

Hello!

I would like to see your evidence.

Thank you

Thank you for providing me with the information HellSpin Casino representative. I have responded to your email and am looking forward to your reply!

Dear bacnikklemen, we are still discussing your issue and I will keep you updated about any new developments. Thank you in advance for your patience!

Dear all,

We would like to confirm that we have provided Peter with the requested information via email.

Thank you for your attention.

Best regards,

HellSpin Casino

Thank you for the information HellSpin Casino representative. I have responded to your email and am awaiting your response!

Dear bacnikklemen, I will keep you updated about any new developments. Thank you for your patience during this time!

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 bacnikklemen, the casino has not responded to my inquiry so I'm forced to close the complaint as unresolved due to insufficient evidence. 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. I am sorry I could not be of more help on this occasion.

Best regards,

Peter