The player from Germany was accused of breaching bonus terms by placing single bets greater than the allowed ones. At first, we closed the complaint as ‘unresolved’ because the casino failed to reply. After reopening the complaint per casino's request, we haven't received the player's transaction and game history as he refused to verify his account due to concerns about sharing his ID, which further complicated the resolution process. This led to the dismissal of the complaint.
HellSpin Casino - Player’s winnings were voided.
Amount: €2,400
HellSpin Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Other
REJECTED
Case summary
4 months ago
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2 years ago
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Casino Scamt with Dubious Bonus Clauses!
I deposited €50 and won €280.
After I requested the withdrawal, I got a 50 free spins bonus.
With this bonus I won €2400 after wagering (40x). Unfortunately, I bought free spins with the bonus and I wondered why it worked at all because other casinos have this option blocked by the software.
Only after buying the bonus did I see that you can bet a maximum of €5. As I said: in other casinos, this option is blocked by the software.
At the end of the day, my payout was canceled and my original deposit of €50 was credited back!
Even though I won €280 WITH NO BONUS.
This is scam fraud Dubious stay away from this casino!!!
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2 years ago
Dear Dave92,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):
„Bonuses - General Terms
General Bonus Terms & Conditions
...
1e. The maximum bet with an active bonus is 5 EUR, 5 USD, 8 AUD. (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to respins) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Hell Spin casino reserves the right to confiscate the winnings."
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.
Nevertheless, I do not understand why the casino would confiscate your original winnings.
Is there any relevant communication that you could forward to petronela.k@casino.guru, please?
I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
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Hi, I didn't get a clear answer from the casino as to why I was deprived of the €280 I had before the bonus.
after I activated the bonus I saw too late that you are not allowed to make bets over 5 € and as I said I am surprised that it is not blocked by the system I do not know it like that...
the casino ignores my question about the €280
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2 years ago
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There is a reply from the casino...I can't see any free spins in my game history at that time and even after that they tampered with the history! I definitely paid out €280 first and then activated the bonus (50 free spins)
Addendum: I found it here you can see in the course of the game that I paid out at 11:50 a.m. and only activated the free spins at 12:10 p.m. in the game wild walker... that's just brazen and scam
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2 years ago
Thank you, Dave92, for your reply. Could you please request the entire game history from the casino and forward it to petronela.k@casino.guru?
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2 years ago
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Sorry but I don't play the game anymore, the casino simply belongs away.
this is the answer to the question about the game history that is constantly being offered to me...
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2 years ago
Thank you very much, Dave92, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi Dave92,
I have looked at your case and understand the situation. 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.
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2 years ago
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Hi Peter,
thank you very much for that 🙂
there has been radio silence with the casino for a few days. I only got the same answers that there was "nothing more to discuss" and the "decision is just the way it is"
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2 years ago
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.
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2 years ago
Hi Dave92,
I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
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5 months ago
Dear Dave92,
We have thoroughly reviewed your case regarding the welcome bonus issue.
As part of our welcome bonus package, players receive a cash bonus along with "free spins." During the wagering process of your free spins winnings, it was observed that you exceeded the maximum allowed bet, resulting in a violation of our terms and conditions.
Considering this was your first deposit and the activation of the 1st deposit bonus, we have refunded you €50.
We apologize for any inconvenience caused and appreciate your understanding.
Best regards, HellSpin Casino
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5 months ago
Translation
Hello ,
I don't understand, you refunded me €50? When and where? Did you block my account? I won €280 without a bonus and I want it.
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5 months ago
Dear Dave92,
According to our records, the funds were refunded upon deduction, and the deposit amount remains in your gaming balance, which you subsequently used for gameplay. The deduction occurred on October 2, 2022, at 21:34:31, after which you engaged in gameplay.
We suggest that you request your betting history, as it will clearly reflect these transactions.
Additionally, please note that your account has been closed at your request.
Best regards, HellSpin Casino
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5 months ago
Dear Dave92,
As mentioned previously, the funds were used in gameplay and have been lost. If you wish, you may request the betting history for further details.
Thank you for your understanding.
Best regards, HellSpin Casino
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5 months ago
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No, before I activated the bonus I won €280 and wanted to withdraw it.
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5 months ago
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the 280€ + 2400€ that I won with bonus were deducted from me or set at 50€
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5 months ago
Hi all,
Thank you for your replies.
Dear HellSpin Casino team,
Could you please explain what happened to the winnings of €280 won before the bonus was activated?
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5 months ago
Dear all,
Player's money was always in the account. Player lost the deposit while playing, and then he closed the account.
Dave92, please ask our support team for your transaction and betting history. As we cannot give you the transaction history here because it is sensitive information.
Best regards, HellSpin Casino
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5 months ago
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That's not true. I won €280 and it was in payout status. Then I activated a bonus and won €2400 with the bonus and everything was set at €50... what is the point of the betting history?
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5 months ago
Hi all,
Thank you for your replies.
Dear Dave92,
Please request the transaction and game history from the support and forward it to my email address (peter.m@casino.guru).
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5 months ago
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To hellspin casino: please send me the game history to: david.riek2501@gmail.com I don't get any response to my support emails
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5 months ago
Dear Dave92,
We have reviewed our records and unfortunately, we did not receive any emails or messages from you regarding this issue. Could you please resend your message to our support team? We want to ensure that your concerns are addressed promptly.
Thank you for your cooperation.
Best regards, HellSpin Casino
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5 months ago
Translation
Which email address should I send it to? Just send it to my email.
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5 months ago
Dear HellSpin Casino team,
Please provide an email address where the player should send his request or simply send it to the email address above (david.riek2501@gmail.com).
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5 months ago
Dear Dave92,
Please write to our support team at support@hellspin.com
Best regards, HellSpin Casino
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5 months ago
Thank you HellSpin Casino team.
Dear Dave92,
Please request the transaction and game history from the support and forward it to my email address (peter.m@casino.guru).
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5 months ago
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I have already requested it but no answer yet
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4 months ago
Thank you Dave92 for the update. Let's wait until Monday and see if you will receive the requested data by then.
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4 months ago
Dear HellSpin Casino team,
Is it really necessary to go through a verification process? It's been three weeks since we started to discuss the game history. Could we please speed it up a bit?
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4 months ago
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Oh, that's complete nonsense, they only want that because I'm right and what idiot sends copies of their ID to such a dubious casino...
I wonder why the casino is contacting me about this after more than two years.
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4 months ago
Dear all,
Transaction history constitutes the personal data of each user. As a casino provider, we take this matter very seriously. Therefore, we do not disclose personal data of any player without prior verification.
The player has been asked to provide information that can be easily found in their account within minutes. Naturally, we do not request any sensitive information. All these procedures have been implemented to ensure the security of our clients' personal data.
Thank you for your understanding.
Best regards, HellSpin Casino
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4 months ago
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So a copy of my ID is not a personal document?
Also, I have no access to the account because you blocked it...
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4 months ago
Dear HellSpin Casino team,
As far as I know, the game history is just a file full of numbers so concerns about sensitive data isn't very relevant. Secondly, the player's account is blocked so it's pretty hard to get any information from a blocked account.
Dear Dave92,
Please follow the instructions to get through the verification process so that we can move on. Let me know when done.
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4 months ago
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I sent everything except my ID because, sorry, I've had bad experiences with this topic!
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4 months ago
Dear Dave92,
I'm afraid I won't be able to help you if you don't verify your account to get the requested data.
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4 months ago
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Well, I won't send any ID anyway. The risk is too high for me as this casino is very dubious.
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4 months ago
Dear Dave92,
As mentioned above, I won't be able to help you if you don't verify your account. Verification is necessary not only for accessing files but also for receiving payment. Unverified players typically do not receive casino winnings. I'm afraid your complaint will be rejected. If you change your mind, verify your account, and get the gaming and transaction history, you can reopen the complaint and we'll take it from there. If you disagree with our decision, please turn to the casino's licensing authority for further help (https://casino.guru/licensing-authorities/curacao-license). I wish I could help you more.
Best regards,
Peter
