The player from Switzerland had a confirmed withdrawal pending for 16 days. Despite having verified documents and assurances from the support team, the funds were not transferred, and the player was repeatedly told the issue was under investigation without further updates. The player was eventually asked to provide a new IBAN and resubmit documents, leading to further delays. The issue was resolved when the player received the money after 22 days, albeit slightly less than expected due to possible exchange rates or fees. The complaint was marked as resolved after the player confirmed receipt of funds.
HellSpin Casino - Player’s withdrawal has been delayed.
Amount: 130 CHF
HellSpin Casino
Safety Index:Below averageSafety Index
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6.2
HellSpin Casino has a Safety Index of 6.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
Hello,
I played at the aforementioned casino and attempted to withdraw my funds. All my documents were verified and accepted by the casino. After that, I made the withdrawal request which was confirmed. Initially, the support team told me it would take up to 5 business days for my money to be transferred. When the time came, I received an email stating my money would be transferred the next day. However, this did not happen.
The following week, I contacted support and was simply told there was an issue with the payment provider. If you read online reports, this seems to happen very frequently. My withdrawal was confirmed 16 days ago, and whenever I contact support, I am just brushed off and told that the case is under investigation. I haven't heard anything in a week about the status of my funds.
I don't know what to do anymore, as Hellspin support gives me the feeling that my issue is not important at all.
Is there anything that can be done?
Best regards,
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6 months ago
Dear bricklayerad,
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.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
Have you chosen the same payment method for withdrawing as you used for depositing?
Has the casino specified when the issue with the payment provider would be fixed?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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6 months ago
Translation
Hello Veronika
To your questions:
- No this is my first withdrawal.
- Yes, I have previously passed/completed the KYC verification.
- I earned the winnings without a bonus.
- Yes, I chose the same method for the withdrawal as I used for the deposit/same account. The casino also required me to send a bank document for the withdrawal that showed all of my details. According to the casino, these details had to match my deposit method. The document was accepted.
- I have asked support several times for an update on the payout. But I always get the same answer: We can't do anything, this is not our problem but the payment provider's. Even when I contacted email support, I only received this answer.
lg
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6 months ago
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Additional information:
I just received an email saying that the transaction failed and that I should use a different IBAN! (the casino is unable to pay out to the IBAN I used to make the deposit???) I have now requested a new payment. However, support told me that it will take another 5 working days. If the payment arrives THEN, it will take a total of 22 days. To be honest, I find it annoying when a casino finds out after 17 days that a payment to a normal IBAN doesn't work.
I would also like to add that my withdrawal was rejected because I have to send in new documents for the new IBAN, even though I was assured by email that I could simply enter a different IBAN. It is very frustrating with this Hellspin support.
Lg
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6 months ago
Thank you very much, bricklayerad, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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6 months ago
Hello bricklayerad,
My name is Kubo and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.
I would like to invite HellSpin Casino’s representatives to join this discussion in order to resolve this issue.
Dear HellSpin Casino,
Could you please provide an update on the status of the player's withdrawal request? Additionally, could you explain why the player's withdrawal requests keep failing and why the player was prompted to change their IBAN?
Best Regards,
Kubo
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6 months ago
Translation
Hello Kubo
I received the money yesterday afternoon, but for some reason it was 2 CHF too little (exchange rate even though I played/deposited with CHF?) I don't want to be petty, so I'll leave this casino alone. For me, this was the worst customer support I've ever experienced. Afterwards, I received neither an apology for the whole thing nor an explanation as to why it didn't work with the first IBAN.
So I guess there is no point in pursuing this any further?
lg
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6 months ago
Dear bricklayerad,
We sincerely apologize for the delay in processing your withdrawal. The issue occurred due to a response from your bank, which is why we recommended using a different IBAN.
Thank you for your patience. Despite your feedback, we hope to have the pleasure of serving you again.
Best regards, HellSpin Casino
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6 months ago
Dear bricklayerad,
I'm glad to hear that your issue has been resolved successfully. Regarding the difference in the amount, as you mentioned, it could be due to the exchange rate or transaction fees. I will now mark the complaint as 'RESOLVED' in our system.
Thank you for your cooperation and patience, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help!
Best Regards,
Kubo
