HellSpin Casino - The player's requesting a refund.

I have been gaming with Hellspin for a short time and when I felt myself slipping again I reached out to live support to ask to set my monthly deposit limit to $0.00. They advised that they sent it to the appropriate department for review. No follow up. I continued to deposit as I was weak. I then asked several more times in the days/week that followed as well as emailed support@hellspin.com along with my VIP manager eren@hellspin.com. I had even inquired with them as to why my depositing access was not cut off. It was either blatantly ignored or met with the same old "we've sent your request to the appropriate department for review". It wasn't until today when my losses have reached nearly thousands and thousands of dollars when I finally hit the breaking point and just told live chat I had a gambling problem that they finally instantly closed my account. This was an extreme measure that didn't need to be if they had just did what was requested. I knew how I was feeling and I knew it was about to get out of control and they let it happen. I was basically begging for them to not allow me to deposit for 30 days so I could catch my breath and they ignored my pleas. This is wrong on many levels and as much as I don't want to be "that guy" I can honestly say that I feel that this casino should reimburse me all money lost since the first communication to limit my depositing ability. Responsible gaming should be at the forefront of every single online casinos priorities. I'm saddened that it got to this point, not just because I lost a boatload of money but because I attempted to take the correct measures to ensure things didn't get to this point. They didn't listen..

Hello Donky_Town,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with HellSpin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? When was the first time you mention gambling issues or addiction to the casino? Is your account currently closed or still active? When was the last time you spoke to the casino and what was it about?

Can you please forward your communication with the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Account has been verified already. I had requested the $0.00 30 day limit about a week ago give or take a day. They never did anything. The only time they had acknowledged anything was yesterday after I told them on live chat that I had a seriously gambling problem. The account is now locked. If they would have acknowledged my requests for the 30 day limit it would have saved me approximately $3,000.00. I can’t see exactly the amount as I can’t access account anymore.

Hello Donky_Town,

I've tried to check the casino terms and conditions but I did not find anything about a possibility to set a deposit limit. If it was not available directly in your "account" section, the casino was not obligate to set such a limit.

As long as they reacted steady on your self-exclusion request, we can't punish them as they acted accordingly to their policy.

Is there anything else we can assist you with?

Dear Donky_Town,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The complaint will be now closed for the above mentioned reason.