HellSpin Casino - Player’s winnings have been confiscated.

Έχουν κάνει παράνομα κατάσχεση των κερδών μου ενώ δεν έπαιζα με χρήματα μπόνους ήταν ένα λήψημα εφόσον μου έχουνε ποιοι επαλημένα να στείλω κάποια προσωπικά μου δεδομένα και φωτογραφίες μου αυτή μου έχουνε κατά ισχύει όλα τα κέρδη χωρίς κανένα δικαίωμα

Dear Locogreko, 

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 serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Do I understand correctly that the casino canceled your withdrawal request and forfeited your winnings during the verification process?

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

Best regards, 

Veronika

Τα έγγραφα τα είχαμε στείλει επανειλημμένες φορές επίσης μου ζητούσανε πράγματα τα οποία δεν ζητάει κανένα δύο αδειοδοτημένο καζίνο ενώ έπαιζε κανονικά ο χρήστης στο καζίνο αυτό και τα λεφτά ήτανε real balance όλα αναλήψημα την κατατάξανε χωρίς κάποια νομοθέσια χωρίς κάποια προειδοποίηση χωρίς να έχουν στείλει κάποιο έγραφο στην κατάσταση σε χρήστη κυνηγό μπόνους και τις πήραν όλα τα χρήματα ενώ απόλυτος κάτι τέτοιο Δεν ισχύει παιδιά το μόνο πού ζητάει είναι να τις επιστραφούν τα χρήματα τα οποία πήρανε πίσω τα 535€ που κάνουνε διόρθωση υπολοίπου και να τα κάνει ανάληψη και να μην ξανασχοληθεί ποτέ ξανά με αυτήν την εταιρεία

Thank you for your reply. Before we proceed with the investigation, please forward me all the communication between you and the casino customer support regarding your verification and the subsequent cancellation of your winnings at veronika.l@casino.guru. Please include the documents that were rejected during the KYC process as well. Thank you for your cooperation and I look forward to assisting you further.

Thank you for the emails.

Could you please specify if your identity documents have been successfully approved during verification? Has your address been changed in your profile as you requested?

Have you played with any bonuses in this casino at all?

Dear Locogreko,

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.

At first they didn't approve them, then I sent them again and after a lot of effort they changed my address! When the wagering and bonus conditions were finished, the money was withdrawn, so then he could play as he wanted!

So she completed the first deposit bonus requirements from what she told me and continued to play normally with her withdrawal money! When she did, I bought a bonus on some games and won, increased her withdrawal amount and then all this happened, they didn't give you anything.

Can I please ask, do you have an account in this casino for both of your emails? Could you please explain to me who is the owner of the casino account this complaint is about, because one email address clearly belongs to a woman, while the other belongs to a man. Please keep in mind that each casino account must be registered to a single individual, who is the sole person authorized to use personal details, payment methods, and verification documents for that account. All information has to match the registered account holder.

Ο κάτοχος λογαριασμού είναι γυναίκα! Είναι ο κάτοχός Με τό email antonia_malka1997@icloud.com

Thank you very much, Locogreko, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear all,

Thank you for your inquiry.

We have already sent the evidence regarding the collusion and bonus abuse by the players via email to Michal.

Please let us know if you need any further details or clarification.

Best regards,

HellSpin Casino

You understand very well, I also have an account with the name dimitriskoytras14@gmail.gr, for this very reason I stopped playing because they are scammers with the terms they supposedly have! I am addressing the account antonia_malka1997@icloud.com on behalf of my friend who I live with so we play from the internet which is shared! In the past there were other problems as a friend of ours had come and opened an account on this particular page with the e-mail alviskalos@gmail.com and I am doing exactly the same to him again! So I have taken responsibility for the incident!

This particular casino, when you go to buy a bonus with money to withdraw, does not display such terms anywhere so that there is an update and why they have a bonus purchase if they are supposed to include you in a hunter, this is unfair, most casinos on the market do not operate in this way, so the player makes a purchase with money to withdraw and wins some amount, of course he collects it.

Thank you for the information and evidence provided via email, HellSpin Casino Team.

Dear Locogreko,

Although we don't consider the IP match with other accounts to be a valid reason for confiscation of the winnings, unfortunately, this was not your or maybe better to say your friend's case. After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts created very close one after another linked with the same IPs, device IDs, device cookies, and browser cookies. All of the accounts took advantage of the bonuses and casinos have a very strict policy regarding multiple account cases that have been used in this way. The casino team has acted according to its terms and conditions as was previously communicated to you.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru