HellSpin Casino - Player's winnings were confiscated due to an alleged bet limit breach.

I deposited 70 euros and took the first deposit bonus of 100%. I managed to win 1500 euros in total.

Tried to withdraw, they asked for my verification. I provided them with all the documents they asked and then they sent me this email:

We noticed that you have breached our maximum allowed bet with an active bonus rule playing "GR First Deposit Bonus".

Be kindly informed that according to our Terms and Conditions:

"While you have an active bonus, the maximum bet for all game types (slots, live games, table games, scratch, action games) is 5 EUR / 5 USD / 50 NOK / 6.5 CAD / 6.5 NZD / 20 PLN (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to ’respin’) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Casino reserves the right to confiscate the winnings."

Therefore, we have made the decision to confiscate the winnings. You are left with the initial deposit from which you activated the bonus.

YOU WILL NEVER GET YOUR MONEY. THEY WILL ALWAYS HAVE A WAY (FROM THEIR TERMS AND CONDITIONS WHICH ARE 100% ILLEGAL) TO AVOID GIVING YOUR MONEY. DONT DEPOSIT ANYTHING.

Dear grpapamichael, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with HellSpin Casino.

Our position regarding maximum allowed bets is closely explained in Fair Gambling Codex. The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. 

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.l@casino.guru. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards, 

Veronika

Dear grpapamichael,

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.