HellSpin Casino - Player’s winnings were voided.

Hi this is the email I sent to the company that handles my sort of complaints I have to received a response yet everything is explained here

To whom it may concern,

My name is Ashley L*** I am writing to you today in regard to my account with the online casino hellspin, I want to discuss and make a formal complaint against the casino how my case has been handled and how I have been treated during. On the 5th of may 2023 I went to withdraw my winnings into my bank account I verified my account input my details for the withdrawal and continued playing on the casino hellspin I noticed my funds where returned back into my account i then contacted the customer support to find out what was the reason for my withdrawal being returned the customer service representative explained that I must not have entered the details correctly and to try again with the right information I went ahead and corrected it and attempted to withdraw my funds again being the sum of $3800 there where no bonuses attached once again after sometime I noticed that the funds once again had been returned into my online casino account. I went ahead and contacted the customer service representative again. They were keen to help me. I then noticed that the funds in my online account had disappeared and went to $100 and my account had been suspended. I asked the customer service representative why this was the case they then explained to me that I had broken the rules of the casino that they came to the conclusion that I had a duplicate account and therefore took my money and suspended my account and left me with my original deposit being $100. I asked for evidence to support their claim, but they could not give me any and end up saying to me that the decision was final, and there was nothing that I could do about it. I am able to show any kind of proof to support my claim in which I do not have a duplicate account my wife also has a account with hellspin we use the wifi at home using the same IP address I have been treated unfairly and I’ve never had a casino put me through what hellspin has and any information that you need for me to show what im claiming to be true and correct I can provide for you I have no problem taking this situation to court and also leaving bad feedback for hellspin casino I have attached screenshots of my conversations with the online support at hellspin for your records please have someone contact me ASAP if I don’t hear from anyone within 2 business days I will be contacting my lawyer thank you for your time 

Dear Ashlord,

Thank you very much for submitting your complaint. I’m sorry about your issue with HellSpin Casino. Please allow me to ask a few questions so I can understand the situation properly.

Are both of the accounts you and your wife have in the casino verified? Which account was opened first? Do you use different devices when playing in the casino? Do you use separate payment methods?

Please forward the relevant screenshots of your conversations with the online support to veronika.l@casino.guru. Alternatively, you may post them here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Correct,

now to answer your questions, i am not sure who wit was that signed up for there account first he we did on occasion used each others devices if our phone was flat and didn’t have a charge yes my account with hellspin has been sent, my partner is having issues with the same casino at the moment and there might have been times that we may have used eachother bank accounts also

Dear Ashlord,

I'm afraid we can't help you. Had you and your wife used your own devices and deposited by your own payment methods only, we would be ready and willing to help you. However, when two players use each other's devices and payment methods, it is very difficult for a casino to determine if there are really two people playing or if the accounts are being abused by one person.

If you and your wife are interested in registering at the same casino, it's advisable to reach out to the casino's customer support beforehand or check their website for specific guidelines regarding multiple players from the same household.

Moreover, the issue with using a payment method belonging to a third party is also against the HellSpin Casino Terms and Conditions:

10. DEPOSITING:

(...)

HellSpin does not accept third-party payments. You must make deposits only from a bank account, or using VISA/MasterCard bank cards, payment systems Skrill/NETELLER, or other payment methods registered in your own name. If we determine during the security checks that you have violated this condition, then your winnings will be confiscated and the original deposit will be returned to the owner of the payment account; HellSpin also is not responsible for the lost funds deposited from third party accounts.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I'm really sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.