HellSpin Casino - The player's winnings were capped.

I started an account with Hellspin Casino. 

I made my first deposit of $100 and was issued a deposit bonus of $100

When I started to play, I had a winning streak & never dipped into the $100 of bonus money. 

(all of my wagers were under 5$)

I was up around $1500 and I messaged support and inquired about cancelling the bonus early to see if there was any leftover for real money- they indicated that that I would lose all the funds. 

So I went back to the casino and started playing again, and my winning streak continued. 

I was up over 2000$

I checked the bonus status & it indicated that I only had to wager a little bit more before the bonus became real money.

So, I increased my wagers to over $10 in an effort to help me convert the funds into real money.

Shortly after, I ended my wagering requirements with $3000 in real money, so I went to withdraw the funds & I thought everything was fine. 

The next day I wake up to an email from HELLSPIN advising me that they’ve confiscated my winnings because I violated their terms… according to the terms, it says you are not allowed to wager more then 5$ when there is an active bonus. 

Although 80% of my wagers were within the 5$ limit… they took away 100% of the funds.

There was nothing stopping me from making these higher bets, no warning, no due diligence on their end… I fell right into their trap.

I pleaded with them to work with me… at least to bring me back to the point where I was prior to making higher bets, but they just kept saying no.

Please help- this is unfair and deceptive 

Hello VinnieMAC22,

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 if yes, since when exactly? Did the casino refund your deposits? When was the last time you spoke to the casino and what was it about?

Please note that until the wagering is finished you are not allowed to make a single bet above the limit otherwise the casino has right to void all the winnings generated from the bonus.

Looking forward to your answer.

Regards,

Nick

Dear VinnieMAC22,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.