HellSpin Casino - Player's winnings have been confiscated due to bonus misuse.

I have made a deposit, receive a bonus, played all the bonus out, then i made a witdrawal, after some hours i decided to cancel the witdrawal and start playing again, played some games without any bonus, then boom, one games hit me, and won biggest win, then a played more, but once starting lose big, i have make the witdrawal, and after that, they canceled my witdrawal cause of bonus that i have receive at my deposit, so if i made a deposit, use a bonus, and after i rulle out the bonus(hours after rulled out) they still say that i break the bonus rulles, l think they just dont want to pay cause its big money in game, please help.

Dear iulik01,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did the casino specify any rules being broken?
• What justification did the casino use to cancel your winnings?
• If there is any correspondence you received from the casino regarding the issue please forward it to my email at tomas@casino.guru

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,

Tomas

Your withdrawal request has been canceled. Reason of decline: "We noticed that you have breached our maximum allowed bet with an active bonus rule playing "Secret Bonus 30". Be kindly informed that according to our Terms and Conditions: 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. Therefore, we have made the decision to confiscate the winnings. You are left with the initial deposit from which you activated the bonus. Keep in mind that you have accepted our Terms and Conditions upon registration process. This is bassicaly they response, i played like more 4 hours after i waggerd the bonus, this is some kind of scam if you win big, hope others will not get in to it, just to bad that i havent used Casino Guru to review it before i play, hope other players to not getting this scam, thx Guru Casino for trying to help me out, but it think this is the end and they will refuse to pay. They claim a bonus after 4 hours of play 🙂) P.S. Tomas i have mailed you the full played games list.

I checked the gaming history and it seems you breached the maximum bet while the bonus was in play.

Nevertheless it seems the balance was lost on these bets.

Have you made another deposit after the bonus was no longer active, please?

no, i have played with same money till the end...thx

Thank you very much, iulik01, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello iulik01,

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 comment on the player's issue? Why have you confiscated the winnings generated from real money?

Kind regards,

Tomas

Casino.Guru

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 iulik01,

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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru

We’ve reopened this complaint at the request of HellSpin Casino. We received the following message:

Dear iulik01,

We apologize for the delay in responding to your complaint.

Upon reviewing your account activity, we observed that you placed a bet higher than the permitted amount while having an active bonus. Subsequently, you initiated a withdrawal for the winnings resulting from this bet but canceled it before it was processed. Following this, you continued playing with the funds you won using the active bonus, including with the higher-than-permitted stake. When you attempted to withdraw a larger sum later, it was deducted as you initially won money with an active bonus and the bet exceeded the permitted limit.

We understand that this may be frustrating, but it's important to adhere to our terms and conditions to ensure fair gameplay for all players.

If you have any further questions or concerns, please don't hesitate to reach out to us.

Best regards, HellSpin Casino

Thank you for the update HellSpin Casino representative, would it be possible to provide any evidence of the violation of the max bet rule? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear all,

Regarding the request for betting history, we regret to inform you that we are unable to provide it directly. However, the betting activity in question occurred between 2023-11-04 08:08:10 and 2023-11-04 08:28:58. We kindly ask iulik01 to request your betting history from our platform, as it contains all the relevant details. Please be assured that player's privacy is our priority, and we are committed to protecting your personal information.

Best regards, HellSpin Casino

Dear iulik01,

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.