The player from Greece had requested a withdrawal prior to submitting this complaint. However, his winnings had not been received at that time. The Complaints Team had advised the player that withdrawals might take some time to process and suggested waiting for at least 14 days before submitting a complaint. The team also extended the timer for response by 7 days. Unfortunately, due to the player's lack of response to the team's inquiries, the complaint could not be investigated further and was subsequently rejected.
HellSpin Casino - Player’s withdrawal has been delayed.
Amount: €150
HellSpin Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
Public
Public
11 months ago
Translation
Beware of the company He'll Spin! I made a withdrawal for the first time and they asked for verification. They accepted everything - identification card, and address. But during the second withdrawal, they asked for verification again, stating that this was a standard procedure for the last time! Three days ago, I made a withdrawal for a small amount of 35€ and it was processed immediately. Yesterday, I tried to withdraw 150€ and they requested my address again. They are refusing to accept the same proof of address that they had previously accepted and they're cancelling the withdrawal. They do this hoping you will gamble all your money again. BE CAREFUL!
Automatic translation:
Public
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11 months ago
Dear Constantinos03,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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11 months ago
Dear Constantinos03,
Have you received your withdrawal from the casino yet?
