The player from Germany had a bonus at Hellspin, met the wagering requirements, and won €300 without an active bonus. After verifying her account and requesting a withdrawal, the casino canceled the request and confiscated the winnings, citing an alleged bonus term violation. She had yet to receive an account statement from support. We were unable to investigate further and had to reject the complaint due to the player's lack of response to our inquiries.
HellSpin Casino - Player’s winnings confiscated after alleged bonus violation.
Amount: €280
HellSpin Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Hello,
I had a bonus at Hellspin and I won. After that, I used the winnings to meet the wagering requirements. These requirements state that at the end of wagering, a maximum of €50 can remain as real money. I had those €50.
With these €50, I played without an active bonus until I had €300 in my account.
I then requested a withdrawal of these €300.
The first withdrawal was canceled due to missing documents.
I then submitted all the documents, and my account was verified.
Then, I made a second withdrawal request for €300.
This was again canceled, and my winnings were completely confiscated.
The reason given was an alleged violation of the bonus terms.
I am quite sure that I did not exceed the maximum bet limits while the bonus was active.
I requested an account statement from Hellspin's support. However, I have not received it yet.
Automatic translation:
Public
Public
2 months ago
Hello SC4R3CROW95,
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 since when is your account fully verified? Is it possible to forward your betting and bonus history along with the communication between you and the casino to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
