HellSpin Casino - Player’s struggling to complete the account verification.

When I start deposit hellspin on 27-11-22 with my credit card MYR 1000 I have free MYR500, but I lost all. Then start deposit MYR 1250 27-11-22, I lost again, then 3 times of deposit MYR 1250 on 5-12-22, all same day. Then luck come I won more then MYR 20k, then I start to withdraw reliase I have not done KYC yet, as withdrawal reject. I start to submit my credit cards detail, my ID card, both same name and address, they pending, asking for screenshot Help2pay account with email and account name. But I don't know where to screenshot Help2pay account as Help2pay was not bank account. I try to deposit My local bank account Maybank myr50 thru Help2pay, it success but want to withdraw to my Maybank and rejected. I ask them to withdraw to my credit card visa, but there no available Visa for withdrawer. I in stress, hope your side can help me. Thank, Zen W*** from Malaysia

Dear zenwong222,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela,

First, I would like to thank you for reviewing and helping my case.

Yes, I send my visa card detail, my local ID detail, my latest ultilities detail. Whatever all have, I already sent.

"They still asking for help2pay account screenshot with email and account name visible." I try multiple time asking what is help2pay account, which I see it not bank account. I trying to ask online help and email VIP staff for sample screenshot but no one can help me. I hope it not tactic to refuse my withdrawal.

Hope casino guru can help.

Regards,

Zen W***

I currently in contact with Tiffany from Hellspin via email, she is Hellspin VIP manager.

Is it possible I send you our email communication, so that it easy to understand what I missed out on KYC process. It already pending too long.

Hello Petronela,

Finally, Hellspin Tiffany VIP manager has approved my Maybank document.

Next stage is to withdraw my wining. I will update again once I received my wining.

Thanks Petronela, Casino Guru, managements and staffs for handling my case. Hope casino guru continue to help people in need.

Regards,

Zen W***

Great news. Thank you very much, zenwong222, for the update. Please keep me informed about any further developments.

Dear zenwong222,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.