The player from Germany was accused of breaching bonus terms by placing single bets greater than the allowed ones. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
HellSpin Casino - Player’s winnings were voided.
Black points: 181
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.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 week ago
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1 year ago
Translation
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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1 year 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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1 year ago
Translation
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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1 year 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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1 year 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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1 year 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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1 year 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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1 year 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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1 year ago
Translation
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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1 year 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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1 year 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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