HellSpin Casino - Player's winnings have been confiscated.

I’ve won into the tens of thousands and they did a balance Check and took all my funds away. This is a total scam stay away!

Dear tylers90,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the casino confiscated your whole balance of Can$15,000 (dispute value)? Have you accumulated your winnings with or without an active bonus?

Did the casino explain why they confiscated your winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I was told my bet was higher than the allowable under the TC. I won the majority with a small bet size which was allowable under there terms. I fully believe I had the wager complete before I started betting higher. There was 0 communication just an email stating they confiscated the funds and returned my original deposit. This was with the welcome bonus.

Thank you for your reply, tylers90. I checked the bonus T&Cs and I found this:

"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.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history. My email address is kristina.s@casino.guru.

If there is any relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Dear tylers90,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.