HellSpin Casino - Player’s winnings haven’t been received yet.

I won 2000 then 4000 thousand no problem until i tried to with draw they suspended my account and took the money They have since put it back online with $150

Dear kevinmayfield2020,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Have you looked at attachments, you can see that they took the money and are not paying it

Thank you for your reply, kevinmayfield2020. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Do I understand correctly that you currently have $150 in your casino account?

Could you please clarify how you accumulated these winnings? Did you make a deposit or activate any bonuses?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear kevinmayfield2020,

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.

Hi thank you for getting back to me. I had used this a few times and once before I had trouble cashing out. They kept reversing it. I sent emails and kept trying until I ended up losing it back .So i was playing on different sites then logged into hell spin I had trouble depositing money where the secure code would not come through or i would walk off and be busy .Anyway i deposit money and i'm playing i notice that my account has $2000 i was pretty smashed Really not sure if i won that or it was a mistake So my account ended up going up to $3000 i started losing but did not let the account go under $2000 i then won in 3 or 4 spins $4000 and my account was showing $6000 So i went to cash out The maximum was $4000 So i tried to withdraw When i logged back on my account was suspended . So I sent an email asking what I will send you from there .in the live chat I just read another email and the $2000 may have been from the other time I tried to cash out .Please read the chat transcript Thanks Kevin M***

Hell Spin took $5,965.31 on the 9/5/23 from my casino account with them and called it a balance adjustment.There where no problems until I tried to withdraw $4000 Then my account was suspended after some time my account reappeared with $150 in it .I did not use any bonuses and have proof of the deposits I made and won with Their reasoning for this is as follows  

Firstly  Please be kindly informed that several withdrawal requests were shown as failed on our side,

however, they were sent to your payment provider successfully. Therefore, due to this technical

issue, the transaction was canceled and the balance correction made

Then this  Kindly note that , due to transaction issue mentioned above, after the investigation, was found

that the winnings were obtained from the funds that were successfully paid out earlier, however,

stayed in your gaming account . Therefore, the transaction was canceled

THIS COMPANY DOES NOT PAY AND I UNETHICAL

Could you please post here or forward me your withdrawal/cashier history?

I don't have it I only have a limited transaction history we which was with attachments I emailed .

Thank you very much, kevinmayfield2020, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear kevinmayfield2020,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a HellSpin Casino representative to join this conversation and participate in resolving this complaint.

Dear HellSpin Casino,

Could you please state why the player's balance was adjusted to a significantly lower amount?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

This is all that my account allows me to see I have tried to get all transactions

Hi kevinmayfield2020,

We 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. 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 might 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.

In the meantime, I recommend you contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).

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

Best regards,

Tomas