HellSpin Casino - Player's winnings voided after account verification.

Hello,

I am writing to express my deep frustration and disappointment with the recent experiences I have encountered while attempting to withdraw my winnings from my player account at Hellspin Casino.

I played roulette at their casino and won 1000EUR. I requested a withdrawal on 28th of July. We communicated the entire time and they requested additional documents multiple times and also cancelled my withdrawal multiple times.  

 I sent them requested documents pretty fast each time, and they verified my account ( I will attach screenshots of our conversations).

After my account was finally verified, I made another withdrawal request. However, I was left astounded when I received a notification that my winnings were voided due to an alleged failure to verify my account. This contradicts the fact that my account had already been verified, as confirmed by their own casino's communications and screenshots I have on hand.

 I explained to them that this has to be a mistake but they do not cooperate.

Dear Gandalf1k,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?

Do I understand correctly that the casino didn't clarify what exactly went wrong during the verification?

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. 

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,

Kristina

Dear Gandalf1k,

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.