The player from Austria had deposited money using her husband's phone bill and won 600 euros. However, after attempting to withdraw the winnings, the casino had closed her account, alleging third-party involvement. Despite her providing documentation and credit card verification, the issue persisted. We clarified that according to the casino's rules and our Fair Gambling Codex, players should have only used payment methods registered in their own name. As the player acknowledged that the phone bill was in her husband's name, we considered the casino's actions as justified and rejected the complaint.
HellSpin Casino - Player's account has been closed with winnings confiscated.
Amount: €600
HellSpin Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
Public
Public
5 months ago
Translation
I deposited money from my husband's phone bill as my contract number is under his name and I played at the casino, winning money in Monopoly Big Baller. I attempted to withdraw the winnings, at which point they asked for documentation, which I promptly provided. My intention was to have the money sent to my credit card, but they told me I had to recharge money from my credit card first to verify that it was mine, which I did. Now they have closed my account with the 600 euros I won. Their reason is that it involves a third party, but if I'm simply reloading my own proof of payment, it shouldn't matter. I even sent them a photo of the credit card statement. What am I supposed to do now?
Automatic translation:
Public
Public
5 months ago
Dear Lidya1989,
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.
- Do I understand correctly your husband is the only name on the contract with the phone company or is the contract in both of your names?
- Is the phone bill paid by your husband or you?
Please understand that according to our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
5 months ago
Translation
Hello, the contract is for my husband, which means it's on the bill, my husband's name is on it, my husband pays the bill. I got permission from my husband. We played together. I use the number.
And credit card is under my name me
Automatic translation:
Public
Public
5 months ago
Translation
Thanks for clarification.
Please understand that you describe a situation where you played in an online casino with funds that belong to someone else, in this case, your husband. Under these circumstances, you played with funds that belong to someone else, which means we unfortunately cannot help and have to consider the actions of the casino as justified.
According to the casino's terms and conditions: https://hellspin.com/de/rules/terms-and-conditions
"Hell Spin does not accept payments from third parties. You may only make deposits from a bank account, VISA/MasterCard bank cards, Skrill/NETELLER payment systems or other payment methods registered in your own name. If we discover during the security checks that that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the payment account owner. Furthermore, Hell Spin is not responsible for lost funds deposited through third-party accounts."
check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players :
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
If you decide to play in online casinos in the future, I would recommend you use payment methods that are exclusively in your name. If you fail to do so, your winnings will not be honored.
Due to the aforementioned reasons, this complaint will now be rejected. 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 issues with any online casino in the future.
Automatic translation:
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