HellSpin Casino - Player's winnings were reduced.

Their original email on May 3rd "Your withdrawal request has been canceled. Reason of decline: "Congratulations on winning the deposit bonus! We are also obliged to notify you that the maximum winnings that will be paid out resulting from a cashback bonus, a comp points bonus, a tournament bonus, any deposit bonus, VIP bonus, a weekly bonus, except for welcome bonus will be 10 000 EUR, 10 000 USD, 15 000 AUD due to our Bonus Terms and Conditions - https://hellspin.com/rules/bonuses Therefore, we have made the decision to confiscate the exceeds winnings. You are left with the maximum amount that is allowed to withdraw from the deposit bonus. Please withdraw it before depositing and playing new bets!""

Please note that I have tried to communicate with support , and they have refused to work with me. There final answer over email was " Kindly note that this decision is not a subject for further discussion." 

I will address different concerns/different dates in this complaint.

There are two errors that I would like to address regarding the correction of my balance.

Note : When a player claims a bonus at the casino with a deposit, the player is eligible of withdrawing their winnings when they've won with their cash portion, and have the ability to cancel the bonus. Once your cash balance disappears, the players options are to keep playing with their bonus funds and successfully wager bonus or they may cancel it.

On April 19 I made a deposit of 900 and got a bonus of 450, I had winnings of approximately 6580$ with cash balance , out of this only 4000

$ was paid. Balance remaining was 2580 $. (bonus was canceled because my balance was won with cash balance). - screenshot attached.

The week after, On April 26, I made a deposit of 1200 and got a bonus of 600 (while I had a pending withdrawal of 2000 + 580 from the week before) ; I had winnings of approximately 19656$ with my cash balance, out of this nothing was paid to me. (bonus was canceled because my balance was won with cash balance). - screenshot attached.

Therefore their correction on my account by removing 7236.80$ is erroneous,

as it should've have been only 4656.80 $ (7236.80 - 2580)

Finally, they cannot apply the terms and conditions to my winnings on April 26th , as my winnings were derived solely from Cash Balance. You will be able to verify this as my bonus was cancelled. - shown in the screenshot.

I ask the casino to credit back my account 2580 $ which was wrongfully taken because those winnings were from April 19th. 

Secondly credit the other 4656.80$ from April 26th as my winnings were won with the cash portion of my deposit.

Thank you

Dear drunk85fun,

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 clarify which bonuses you activated? If possible, post here links or promo codes you used to activate them. Also, please post here a screenshot of your bonus history.

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi, this was the bonus used on two separate dates - https://hellspin.com/ca/promotions/reload-casino

For some reason the system is not allowing screenshots to be uploaded, I will have to provide them via email. Please check your mail in the next 10 minutes.

Thank you

Thank you for your reply, drunk85fun. Do I understand correctly that you canceled both bonuses before completing the wagering requirements?

Hi Kristina,

Yes both bonuses were canceled.

There has been some improvement, the casino decided to credit back 2580 $, which were the winnings from April 19. They agreed there were miscalculations.

However the casino still refuses to credit back the winnings from April 26th, the balance of 4656$. The casino still considers that the max winnings still apply to my winnings even though the bonus was canceled. I still believe this is still wrong on the casinos end.

I ask you to ask the manager of this casino to join this post.

Thank you

Could you please clarify who canceled the bonus?

Please, understand that if you personally canceled a bonus after you started playing with it, the casino has full right to confiscate your entire balance. They even state it in the bonus T&Cs. Please, see here:

"2d. Any bonus can be cancelled before meeting the wagering requirements. Otherwise, by cancelling the bonus the player accepts that all the winnings gained while playing with this bonus, if any, and the bonus amount are deducted from the player's bonus balance. Please contact Hellspin casino customer support to learn more about cancelling a bonus.

2f. Players can request a withdrawal of their deposit prior to meeting the wagering requirements. However, in this case, the bonus and any resulting winnings will be forfeited."

If this is the case, you are not entitled to your winnings at all and I would even consider the casino's decision to pay the maximum cashout to be generous.

Hi Kristina , I don't think you have understood any critical parts of my complaint.

The rules you mentioned 2d and 2f don't apply to me, because cash funds are used first then bonus funds. For example, 100 $ cash and 100 $ bonus / total balance of 200 ; If I win 6000 $ with my cash funds, I can withdraw 6000$ and cancel the bonus. If I win 6000$ with my bonus funds, I would need to finish my wagering in order to withdraw the 6000$.

Yes I canceled my bonus, but I'm not sure why you are bringing up 2d/2f when it has nothing to do with the max winning rules the casino has applied to to my winnings.

Thank you very much, drunk85fun, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi drunk85fun,

I'm taking over your complaint. Let me contact the casino and I will do my best to help. I would like to invite HellSpin Casino to the conversation to participate in the resolution of this complaint.

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.

Hi drunk85fun,

I 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 (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter