The player from Greece reports that the casino has unlawfully confiscated his winnings despite not using bonus money. He states that his withdrawal request was canceled after being repeatedly asked to provide personal data and photos.
HellSpin Casino - Player’s winnings have been confiscated.
Amount: €535
HellSpin Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case opened
Current status
Waiting for Casino Guru to reply
4d 16h 7m 11s
Case summary
yesterday
Public
Public
1 week ago
Translation
They have unlawfully seized my winnings even though I wasn't playing with bonus money. It was a withdrawal request. They asked me repeatedly to send some of my personal data and photos. By doing this, they have canceled all my winnings without any right to do so.
Automatic translation:
Public
Public
1 week ago
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
Public
Public
1 week ago
Translation
We had sent the documents several times, they also asked me for things that no two licensed casinos ask for, while the user was playing normally at this casino and the money was real balance, all withdrawals, they classified her without any laws, without any warning, without having sent any document to status as a bonus hunter user and they took all the money while absolute something like that is not true guys all he is asking is to return the money they took back the 535€ they are doing balance correction and to withdraw it and never study again with this company
Automatic translation:
Public
Public
2 days ago
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.
Casino Guru is examining the case
