HellSpin Casino - Player's winnings confiscated over alleged large bet.

I was told that my winning were cancelled (as I submitted a withdrawal request )

My winning were confiscated as I bet larger than the amount.

I believe I only wagered larger when I have completed the wagering requirements . Also why would they allow it to do so. That is not fair gaming. They should restrict this amount if they are they say a good reputable casino.

I only found out 10 hrs later. I wasn't even told that my winning were canceled.

Also while I was playing I leveled up 4 levels. I didn't activate the bonus that were achieve .

I activated this bonuses after I have submitted the withdrawal request .

Now I'm heart broken that the winnings were gone .

I deposited 35

Which gave me 100 % match plus 50 fs on Elvis which I won $8

So total start at the game was $78

Dear madisonguerero,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with HellSpin Casino.

According to the bonus terms and conditions of the casino:

"1e. The maximum bet with an active bonus is 5 EUR, 5 USD, 8 AUD. (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to respins) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Hell Spin casino reserves the right to confiscate the winnings. If the currency of your account is not specified - the maximum bet amount is equivalent to 5 euros in your currency."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: 

"The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time."

• Could you please explain to what extent you bet above the maximum bet and what was the bet amount?
• Have you received any notification about clearing the wagering of the bonus?
• Have you requested a gaming history when your bonus was in play or is this information available in your account?

If there is any other relevant communication between you and the casino, please send it as well. My email is tomas@casino.guru

Thank you in advance for your reply.

Best regards,

Tomas

Hi Thomas

Thank you for replying so promptly .

You know it's a heartbreaking feeling for your winning to be confiscated especially from just a humble capital .

I do understand that they have placed wagering rules . Or the online casinos around the world have this as a benchmark .

Although a few casinos I have played at online doesn't let the bet to go through it comes at an error . Then the spin resets . That is when you buy the bonus free spins which I believe I have done . There fore that's when I knew I have surpassed the wagering requirements .

However , it's not with HELLSPIN CASINO . They have laid this as a trap. So when you purchase the bonus buy . It will just go through.

When we (players ) play the online pokies . We tend to try to anticipate what the next spins is coming to us . We change our bets up and down we buy bonus spins . Just to sway the good fortune that we hopefully smile on us. We the wagering requirements of X 35 to 40 . The numbers are in the thousand . It an Insurmountable task . And to come out winning. Then letting the withdrawal to be processed. Only to be confiscated at the end . 12 hours later ..

I.have 2 kids . I told them Christmas. Wi be special this year .

I had 2 sleepless night .

I believe HELLSPIN is a dishonest operator . To allow the bet to go through . Where other casino I played LEVEL UP WINSPIRIT WILDTORNADO BIZZO. have never let that bet go through . Its the best interest of the player . The next day I told my circle if friends that I won at hellspin. Check them out .. it's a positive publicity. Now so much anger and hatred . And when I spoke to the customer support they keep saying that I agreed to the terms and condition . Like to rub it in further .

They said that they have noticed that I have breach betting rules . What does that mean someone was watching every game I played ? Of course not . Algorithm and parameters are in placed to flag the players that have breached the rules . They could easily used those parameters to help the little people who are just trying they luck .

As I have read in the Complaints Against HELLSPIN there was a Canadian player who won $15000 but suffered the same fate .

It has happened before why didn't they set the parameters to help both side out . Which is being done by other Casino. To avoid this torturous mediation.

I'm saying hellspin could have been a better Casino if they have taken the initiative .

I have requested for the play history to be sent to me .

I hope I have made a reasonable plea to have my winnings returned to me

Best regards

Maritess ****

Thanks for your message,

I checked the history and the only bet significantly above the threshold seems to be this one. Is that accurate?

Tomas

I've sent you that we mail 5 days ago

I have sent you the game history I will se.d it to you again

I apologize for the confusion. I checked the email and found your bet. We'll try to mediate the issue going forward.

Tomas

The Xcell attachment ha over 5000 spins of my game play did u see it

I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service.

However, I would like to warn you that it seems to be a common practice of HellSpin Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Yes that $80 bet was the one where I breached it . I was close to finishing wagering . Plus I had money on my account .

If you look further there was a stage where my balance went to $20 then I brought it up to. The final $3480

That's why it's heartbreaking to loose it on technicality

Maritess

That's what I thought they will not pay up. And how they can be like that . It's a loosing battle then

Hello madisonguerero,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite HellSpin Casino to join the conversation and participate in the resolution of this complaint.

Dear HellSpin Casino,

Can you please provide further information regarding the confiscation of the player's winnings?

Kind regards,

Adam

So if they (hellspin) don't participate. It's a lost cause. I haven no further claim on my winnings.?

Maritess

Hello madisonguerero,

Unfortunately, if the casino will not cooperate with us, there is no other avenue to pursue as the casino operates without an official license.

I have now also tried to reach them by Skype, hopefully they will respond.

Kind regards,

Adam

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 madisonguerero,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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 we could not be of more help on this occasion.

Best regards,

Adam

This complaint has been reopened at the request of the casino.

Dear madisonguerero,

We received the following response from the casino:

"Dear madisonguerero,

We sincerely apologize for the delay in our response and appreciate your patience.

We would like to thoroughly investigate your concern. At the time of the AUD 80 bet, it appears that you still had an active bonus. To confirm this and provide you with more information, please reach out to our support team via email or live chat. They will assist you by providing the betting history and the time when your bonus status changed to "wager done."

We value your feedback and are committed to resolving this matter promptly.

Best regards, HellSpin"

Dear HellSpin Casino,

Can you provide any further information? Was there only one bet that breached the terms and conditions?

Kind regards,

Adam

Hi Adam

It's the casino letting me buy the bonus . That's why I breach the betting rules. It is truly unfair as other casino does not allow the bet to go through.

I have scoured through my betting history . I was not far off in competing my betting requirement . Had many up and down . But finally winning the. To be taken away . Just heart breaking

Greetings!

We regret to inform you that we don't have the right to share such information, as it contains sensitive information about our client.

Best regards, Hellspin Casino

I don't know what's the point in re opening the case .

As they stood firm on confiscating my winnings

Just close the case ADAM

BEST Regards

MARITESS

Hello HellSpin Casino,

We already have the betting history as provided by the player, but if you are not able to answer my questions we will not be able to mediate the situation and the complaint will again be closed as 'unresolved'.

We would like to know if it is possible that this bet could have been made by mistake, as there is only one bet that was in breach of the rules.

Kind regards,

Adam

Greetings!

The placed bet violated our rules by exceeding the limit with an active bonus. Considering this, we have taken appropriate action in accordance with our policy.

Best regards, HellSpin Casino

Dear madisonguerero,

As mentioned, the max bet rule is an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, we do agree that this rule should be enforced at the software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit. If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished.

Having read again your previous statements, would it be fair to say that you placed this bet intentionally, in the hope of achieving the wagering requirements easier?

Kind regards,

Adam

Hi Adam

I made that bet . Normally it will not go through . If it goes through. It means I have made the betting requirements . I never made that bet in earlier plays.

It was like a trap.

But not fair .

Maritess

Dear madisonguerero,

As mentioned, we believe that such cases should be judged on an individual basis, and that only players who have broken the rule knowingly and systematically to gain an advantage are punished.

I appreciate that you have only made one bet that is in breach of the maximum bet rule, but according to your comments, it seems that you may have been aware that your bet was above the maximum allowed at the time you placed it.

We do agree that the rule should be enforced by the software to prevent mistakes being made, but that is not currently the industry standard and we cannot penalize the casino for this. The casino has acted in accordance with the bonus terms and conditions. Consequently, we can assist you no further and the complaint will now be closed.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam