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

We’ve reopened this complaint at the request of HellSpin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear kevinmayfield2020,

We sincerely apologize for the inconvenience you experienced.

To ensure accuracy, we kindly ask you to provide a copy of your bank statement showing the relevant transactions for further verification on our end.

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

Best regards, HellSpin Casino

Hi kevinmayfield2020,

Please follow the casino's instructions and let me know once you do so.

I'll be awaiting your reply.

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.

Hello Everyone,

My name is Kubo, and I will be taking over the handling of this complaint from now on. Although the timeframe for the player to respond has concluded, I decided to reach out via email due to the significant time that has passed since the last communication with a player. Fortunately, the player responded promptly and expressed a desire to proceed with this long-standing complaint. I hope to achieve a satisfactory resolution this time and have invited the player to join this discussion to stay updated on the process.

Dear HellSpin Casino,

In the meantime, could you please provide a detailed explanation of the situation? Additionally, please clarify which statements you require to verify the issue on your end.

Thank you for your cooperation.

Best Regards,

Kubo

A detailed explanation of what Missing funds from my account with you .I have provided that I cannot access those dates on statement Have sent a email to bank will have them in next few days Kind Regards Kevin M*****

Sorry I thought that was to me Thank you for following this up Kevin

Dear kevinmayfield2020,

To assist you further, we kindly ask you to request a copy of your bank statement from your bank, highlighting the relevant transactions for further verification on our end.

Best regards,

HellSpin Casino

Dear HellSpin Casino,

It seems you’ve copy-pasted the same response as before, despite my request for clarification. Could you please be more specific about which relevant transactions you're referring to?

Dear all,

Thank you for your understanding. We sincerely apologize for any inconvenience this may have caused.

We have provided all the details regarding the complaint in our email to Kubo. If there’s anything more you need or if you have any further questions, please feel free to reach out.

Best regards,

HellSpin Casino

Dear HellSpin Casino,

Thank you for your email. I’ve sent some additional inquiries regarding this case and am awaiting your response.

Thank you in advance for your attention to this matter.

Dear Kubo,

We have responded to your previous inquiries in detail. Please review that response for all the relevant information regarding the case.

Thank you for your understanding.

Best Regards,

HellSpin Casino

Dear kevinmayfield2020,

As part of our ongoing investigation into your transactions with HellSpin Casino, I kindly ask that you provide your bank statements for the account used to withdraw funds from March 2023 to the present. I understand that this may involve retrieving a substantial number of records, but unfortunately, we are unable to proceed with the investigation without this information.

I appreciate your cooperation and understanding in this matter. Your prompt attention to this request will be greatly helpful.

Thank you in advance for sharing the necessary documents.

No thats easier than you think there aren't any I think i tried to withdraw funds and as most of them do make it so hard you end up losing it back ...Then the other time i tried to withdraw $4000 the account had a balance adjustment . I dont think i received anything from them I will send statements

Dear HellSpin Casino,

Could you please provide the current email address where the player can send their statements?

Thank you.

Dear kevinmayfield2020,

Once the casino provides the email address, I kindly ask that you attach all relevant bank statements from March 2023 to the present, as previously requested, and send them to the casino. Please also ensure to CC me on the email.

I noticed that you sent two separate bank statements for March from two different accounts. To clarify, have you been using both of these accounts for depositing and withdrawing at the casino?

Thank you for your cooperation.

Dear all,

The current email address for sending statements is compliance@hellpartners.com

If you have any further questions, please feel free to reach out.

Best regards,

HellSpin Casino

Dear HellSpin Casino,

Thank you for the clarification.

Dear kevinmayfield2020,

Please kindly proceed with sending the requested statements. Please note that mailboxes may have size limits for incoming messages, so you may need to send the statements in multiple emails if necessary.

Thank you.

Yes i have used both theses accounts for online gambling. It would be easier to know what the merchant's name is on the statements.... So bank Statements from March 2003 to now Seems an excessive amount of my details but if it helps, resolve this will send shortly

Dear kevinmayfield2020,

Thank you for your response. However, we have received a bank statement from a different account. We kindly ask you to provide the bank statement for the account number mentioned in our reply email.

Once we receive the correct statement, we will be able to continue with the review and assist you further.

If you have any questions or need additional clarification, please don’t hesitate to reach out.

Best regards,

HellSpin Casino

Dear kevinmayfield2020,

Please kindly follow the casino's instructions and submit the statements from your second account, as outlined in their recent email.

Thank you for your cooperation.

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.

Have sent bank statements to other account that could have been...... Its hard without the Merchant name that comes on account or the exact bank account that was i used as i spent a lot of money at various different casinos I certainly did not receive any from this casino .Kind Regards Kevin

OK i found the transactions I have put them on a separate document might make it easier . You have the statements to back it up ......Regards Kevin

Its pretty obvious that HELLSPIN has done the wrong thing and owes me $5,965.31

Dear HellSpin Casino,

I wanted to kindly follow up to inquire if there has been any progress in reviewing the player's bank statements. Could you please provide an update at your earliest convenience?

Thank you for your time and assistance.

I really doubt you will get a reply .It is what it is A TOTAL RIP OFF .Can't win even if you win .There is no way to explain taking the $5,965.35

Kindest Regards Thanks for trying

Dear all,

We would like to inform you that we need a bit more time to complete the review of the player's bank statements. We are carefully going through all the details and will get back to you as soon as we have all the necessary information.

Thank you for your patience and understanding.

Best regards,

HellSpin Casino

Dear all,

Thank you for your patience as we address the complaint.

We would like to inform you that we have sent the necessary information to Kubo via email regarding the inquiry.

Best regards,

HellSpin Casino

Dear HellSpin Casino,

I have sent you a request for final clarification and am currently awaiting your response.

Thank you for your continued assistance.

Dear all,

Thank you for your patience.

Dear Kubo, please be informed that we have sent you the requested information, including all the details you specified.

Should you require any further assistance, do not hesitate to contact us.

Best regards,

HellSpin Casino

Dear kevinmayfield2020,

Thank you for your patience and cooperation throughout this case. The casino has provided a comprehensive explanation of the situation and has substantiated their claims with detailed evidence. After reviewing the information, the investigation is now concluded, and I regret to inform you that your winnings were accumulated through mistakenly credited funds.

Five of your withdrawal requests, made on March 3rd and March 6th, 2023, totaling 2,050 AUD, were returned to your balance shortly after being canceled, and you continued playing. On April 22, 2023, you lost the entire balance. On April 28, 2023, due to an internal error, your previously returned deposits were credited back to your account again, resulting in a balance of 2,050 AUD. After 10 days, you made an additional deposit of 50 AUD, bringing your total balance to 2,100 AUD.

At this point, you should have been aware that the funds you were playing with were not rightfully yours and may have been the result of an error, especially considering the sudden reappearance of a substantial amount of money after losing your entire balance.

Given the circumstances, I must side with the casino, which has correctly voided your winnings generated from the funds that should not have been in your account and has adjusted your balance to reflect the amount of your actual deposits.

As a result, I have no option but to reject this complaint as unjustified.

I understand this is not the outcome you were hoping for, but please note that your winnings were not obtained rightfully and therefore could not be honored.

Thank you for your understanding, and I’m sorry that I couldn’t provide a more favorable resolution in this case. If you experience any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We are always here to assist you!

Best Regards,

Kubo