HellSpin Casino - Player’s deposit has never been credited to his casino account.

Deposited a Few hundred Dollars with friends playing here. But after multiple contacts and multiple discussions, We could not withdraw our $400 small win. All day talking to them, Uploading documents, changing and uploading again, following every request, still no money.

Even tried direct depositing Crypto as it may be easier to withdraw. No, the crypto deposit just dissapears into their pocket. They are theives and need to be shut down!

Dear ozdrdj,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, that without verifying your account, you won’t be entitled to any withdrawals.

Lastly, could you please clarify if I understood correctly that you and your friends were all playing from the same IP address?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear ozdrdj,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

It's not just the $400, They would not give me my $400 no matter what information I uploaded to them, It was never enough. It seemed that the easiest withdraw method was CryptoCurrency. But they would not withdraw to Crypto unless you deposited with Crypto. So after Gambling away my $400. I tried a small deposit of their minimum $75 in XRP. The money left my account, and went into theirs. I have proof of this from my Crypto Dealer, and the XRP Ledger, plus Their online Ledger. All show the transfer went through smooth. The clowns their just say, "No, we didn't recieve it, you sent it to the wrong spot". I have shown them ample proof, they are just pure thieves. They need to be closed down.

Thank you, ozdrdj, for the update.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you have been provided a unique one when opening the account? Was it first deposit in this casino using this specific payment method?

The E-Wallet Address was Dispayed on their website. My Crypto Dealer, Coinspot, Has traced the depsoist and verified It was recieved by the Casino. It was also checked online on the XRP Ledger, available for anyone to check, and also, by Checking Hellspins XRP ledger, also available online. It is verified in all 3 places that the deposit went through. They just refuse to credit the account saying they didnt recive the money. Liars Through and Through.

Plus the fact that my friend and I deposited $50 each into the account originally, and managed to build it up to $400, only to never be able to withdraw the funds. They are a scam to be avoided at all costs.

Could you please forward your payment receipt to petronela.k@casino.guru? Additionally, could you please clarify if I understood correctly that you and your friends were all playing from the same IP address?

There is my Deposit, and there is the code from their website. They match and the deposit was completed.

The deposit was completed from your side but never credited to your casino account, correct? Was your friend playing from the same IP address or device as you, please?

Yes, My friends would all visit on a Friday night and we would all chip in a few bucks and play the Slots together. We all chiped in about $20 each, built the pot up to $400 and tried to Withdraw, but just couldn't, there was always some problem, the Id was too small. the id was a scan not a photo, the id was wrong type. blah blah blah. So we wasted that $400 because it was apparently easier to withdraw if you deposit with Crypto. So I deposited the minimum deposit to test them with Crypto, but they never credited the account. HellSpin just Fails on so many levels.

I understand now. Could you please confirm that this was the deposited amount (140 XRP)?

146.087777 xrp

Thank you very much, ozdrdj, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: I have corrected the disputed amount from 475 AUD to 146 XRP

Hello, ozdrdj,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite HellSpin Casino's representative to join this conversation and participate in the resolution of this complaint.

 

Dear HellSpin Casino Team,

Could you please state the reason why the player's deposit has not been processed and credited to the casino account? Can you double-check with the relevant casino department and let us know the results? Can you please check the above information provided by the player and confirm that the correct e-wallet address was used?

Thank you in advance for providing the information.

Dear ozdrdj,

I apologize for the delayed reply.

I was provided with the following information from the casino:

• The casino's financial team has completed the investigation
• According to the investigation results, and the provided documents from the customer's side - the customer's transaction was sent to an address that does not belong to the casino's processing

So, please, let's get back a bit. Allow me a few questions to clarify the situation.

You claimed that you deposited 146.087777 XRP to the casino account.

Does this casino account belong to you? Did you deposit to another casino account by using this payment method in the past? Where exactly did you find the payment details? Can you please provide me with an original and unedited screenshot of the payment details where I will clearly see that it is from HellSpin Casino? If you should have deposited 140.05164669 XRP (as stated in the provided screenshot), why did you deposit 146.087777 XRP?

I see an announcement in the same screenshot that "sending amount different to the one indicated below may result in a delay or loss of funds". Are you aware you did not comply with this condition and it could be a reason why your deposit got lost?

What is the current balance on your casino account? Has your casino account been already verified?

God, I am over this, I just wanted to let people know that they are thieves. Lets Recap because the whole story seems to have gotten lost. My friends and I deposited Some money into My Hellspin account, under my Name. We played for a few Days on and off and built up a small amount of $400. When we tried to withdraw this money, it just never happened, there was always another problem. The Document was fuzzy, the document had 2 ids with it, the document was a screen shot not a photo, the document was not accepted, blah blah blah. I sat at my computer for 10 hours, uploading documents, trying to withdraw as I was not going to be beaten. However I was, after 10 hours of trying, I just went and gmabled all the money away to nothing. It seemed that the easiest way to withdraw was to crypto. However If you deposit with a credit card you have to cash out with a credit card. So, Stupidly, on another day I deposited XRP as that was the easiest way to withdraw by their say so. I went to deposit $20, but was declined as they have a limit of $70 deposit for XRP. So I deposited $70 by XRP, Admittedly I did not see their ammount, and I calculated $70 into XRP through Coinspot, who is my crypto broker. which gave me the figure I deposited 146.087777. They claim they did not recieve it. Their website gave me the address to deposit to.

(from the Hellspin Website)

I deposited the ammount at the time from Coinspot.

(from coinspot, my account showing their deposit address)

I was directed by coinspot to check the ammount went to Hellspin, by checking the online XRP Ledger.

(XRP online ledger saying the transaction was recieved)

I also spoke to Coinspot who told me the transaction went to the said address. Now If they did not recieve the money, and the money was deposited, left my account, went to their address, and they didnt get it, but the transaction cleared on the ledger, then someones lying, Thats not me, thats not Coinspot, It's HELLSPIN LYING CASINO.

So all up, these lying AHOLE CLOWNS have cost me $470. I have provided ample proof to this effect. To You, and To them, but they just dont listen, No No No from them. I am just tring to warn others of their thieving ways. It seems that it is impossible to report them as it is to get them to payout.

I hope this clears everything up.

Greetings,

Dear ozdrdj,

How did you mean "I am over this, I just wanted to let people know that", please?

This is a Complaint Resolution Center. If you would like to only let players know, you should have posted a User review.

Anyway, it is not clear at all. And, the screenshots are insufficient to substantiate your claims.

• You have not answered any of the questions I asked in my previous post
• The same was repeated again without any new/relevant information
• In each screenshot provided, there is a different amount in XRP
• In the second screenshot, there is not a complete receiving address displayed
• In the last screenshot (provided as a confirmation of the sent payment), there is a different destination address compared to the one that was allegedly provided by the casino - it is the address that does not belong to the casino
• Moreover, you confessed that at least one of your friends made a deposit to your casino account - a serious breach of the casino's Terms and Conditions - therefore, you should not be entitled to withdraw the previously gained $400 winnings at all
• It looks like you have not passed the verification process
• Although Coinspot confirmed that the transaction was made, it cannot verify the owner of the receiving address
• The casino explanation makes the most sense in the whole thing

Could you please answer the unanswered questions and clarify the inconsistencies in the provided data? What do you expect from us now? If you are not able to provide us with the required data and details, I am not sure if we can help you further in resolving your issue.

Dear ozdrdj,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

EXCUSE ME,

How many times do I have to expalin this. And now you don;t understand.

FFS, Forget it.

Dear ozdrdj,

As was already mentioned, this is not a forum. As for your last post, we do not consider the provided explanation relevant unless it is substantiated with sufficient data. You claimed one thing and you provided us with data showing something else.

After gathering all available information, we are closing this complaint as unjustified for obvious and previously stated reasons.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru