HellSpin Casino - Os ganhos do jogador foram anulados.

Casino Scamt with Dubious Bonus Clauses!

I deposited €50 and won €280.

After I requested the withdrawal, I got a 50 free spins bonus.

With this bonus I won €2400 after wagering (40x). Unfortunately, I bought free spins with the bonus and I wondered why it worked at all because other casinos have this option blocked by the software.

Only after buying the bonus did I see that you can bet a maximum of €5. As I said: in other casinos, this option is blocked by the software.

At the end of the day, my payout was canceled and my original deposit of €50 was credited back!

Even though I won €280 WITH NO BONUS.

This is scam fraud Dubious stay away from this casino!!!

Casino Scamt mit Unseriösen Bonus Klauseln!

Ich habe 50€ Einbezahlt und damit 280€ Gewonnen.

Nachdem ich die Auszahlung beantragt habe , habe ich einen 50 Freespins Bonus bekommen.

Mit diesem Bonus habe ich 2400€ Gewonnen nach den Umsatzbedingungen (40x). Ich habe mit dem Bonus leider Freespins gekauft und mich gewundert warum das überhaupt Funktioniert da bei anderen Casinos Diese Möglichkeit Softwareseitig gesperrt wird.

Erst nach dem Bonuskauf habe ich gesehen das man max. 5€ setzen darf. Wie gesagt : bei anderen Casinos ist Diese Möglichkeit Softwareseitig gesperrt .

Ende vom Lied meine Auszahlung wurde Storniert und meine Ursprungseinzahlung von 50€ wurde wieder Gutgeschrieben!

Obwohl ich 280€ OHNE BONUS gewonnen habe.

Das ist Scam Betrug Unseriös Finger weg von diesem Casino!!!

Dear Dave92,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

„Bonuses - General Terms

General Bonus Terms & Conditions

...

1e. The maximum bet with an active bonus is 5 EUR, 5 USD, 8 AUD. (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to respins) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Hell Spin casino reserves the right to confiscate the winnings."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Nevertheless, I do not understand why the casino would confiscate your original winnings.

Is there any relevant communication that you could forward to petronela.k@casino.guru, please?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi, I didn't get a clear answer from the casino as to why I was deprived of the €280 I had before the bonus.

after I activated the bonus I saw too late that you are not allowed to make bets over 5 € and as I said I am surprised that it is not blocked by the system I do not know it like that...

the casino ignores my question about the €280

Hi, ich habe vom casino keine klare antwort bekommen warum mir die 280€ die ich vor dem bonus hatte entzogen wurden.

nachdem ich den Bonus aktiviert habe habe Ich zu spät gesehen das man keine wetten über 5€ machen darf und wie gesagt bin ich verwundert das es nicht vom system blockiert wird ich kenne das so nicht…

das casino ignoriert meine frage nach den 280 €

There is a reply from the casino...I can't see any free spins in my game history at that time and even after that they tampered with the history! I definitely paid out €280 first and then activated the bonus (50 free spins)

Addendum: I found it here you can see in the course of the game that I paid out at 11:50 a.m. and only activated the free spins at 12:10 p.m. in the game wild walker... that's just brazen and scam

Es gibt eine Antwort vom Casino…ich kann in meiner game history keine freespins sehen zu dieser Uhrzeit und auch dannach nicht sie haben den verlauf manipuliert.! Ich habe definitiv 280€ erst ausbezahlt und dann den Bonus aktiviert (50 freespins)

Nachtrag: ich habe es gefunden hier sieht man im spielverlauf das ich um 11:50 uhr ausbezahlt habe und erst um 12:10 uhr die freespins aktiviert habe im spiel wild walker… das ist einfach nur Dreist und Scam

Thank you, Dave92, for your reply. Could you please request the entire game history from the casino and forward it to petronela.k@casino.guru?

Sorry but I don't play the game anymore, the casino simply belongs away.

this is the answer to the question about the game history that is constantly being offered to me...

Sorry aber bei dem spielchen mache ich nichtmehr mit das casino gehört einfach weg.

das ist die antwort auf die frage nach der game history die mir ständig angeboten wird…

Thank you very much, Dave92, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Dave92,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite HellSpin Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

thank you very much for that 🙂

there has been radio silence with the casino for a few days. I only got the same answers that there was "nothing more to discuss" and the "decision is just the way it is"

Hi Peter,

vielen Dank dafür 🙂

seit ein paar tagen ist funkstille mit dem casino. ich habe nurnoch die selben Antworten bekommen das es da „nichtsmehr zu diskutieren"gibt und die „entscheidung halt so ist wie sie ist"

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Dave92,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

Dear Dave92,

We have thoroughly reviewed your case regarding the welcome bonus issue.

As part of our welcome bonus package, players receive a cash bonus along with "free spins." During the wagering process of your free spins winnings, it was observed that you exceeded the maximum allowed bet, resulting in a violation of our terms and conditions.

Considering this was your first deposit and the activation of the 1st deposit bonus, we have refunded you €50.

We apologize for any inconvenience caused and appreciate your understanding.

Best regards, HellSpin Casino

Hello ,

I don't understand, you refunded me €50? When and where? Did you block my account? I won €280 without a bonus and I want it.

Hallo ,

ich verstehe nicht ihr habt mir 50€ zurückerstattet ? Wann und wo ? Mein konto wurde von euch gesperrt ? Ich habe ohne bonus 280€ gewonnen die möchte ich haben.

Dear Dave92,

According to our records, the funds were refunded upon deduction, and the deposit amount remains in your gaming balance, which you subsequently used for gameplay. The deduction occurred on October 2, 2022, at 21:34:31, after which you engaged in gameplay.

We suggest that you request your betting history, as it will clearly reflect these transactions.

Additionally, please note that your account has been closed at your request.

Best regards, HellSpin Casino

And why were the 280€ stolen?

Und warum wurden die 280€ gestohlen ?

Dear Dave92,

As mentioned previously, the funds were used in gameplay and have been lost. If you wish, you may request the betting history for further details.

Thank you for your understanding.

Best regards, HellSpin Casino

No, before I activated the bonus I won €280 and wanted to withdraw it.

Nein bevor ich den bonus aktiviert habe habe ich 280€ gewonnen und wollte diese auszahlen .

the 280€ + 2400€ that I won with bonus were deducted from me or set at 50€

die 280€ + 2400€ die ich mit bonus gewonnen habe wurden mir abgezogen bzw. Auf 50€ gesetzt

Hi all,

Thank you for your replies.

Dear HellSpin Casino team,

Could you please explain what happened to the winnings of €280 won before the bonus was activated?

Dear all,

Player's money was always in the account. Player lost the deposit while playing, and then he closed the account.

Dave92, please ask our support team for your transaction and betting history. As we cannot give you the transaction history here because it is sensitive information.

Best regards, HellSpin Casino

That's not true. I won €280 and it was in payout status. Then I activated a bonus and won €2400 with the bonus and everything was set at €50... what is the point of the betting history?

Das stimmt so nicht ich habe die 280€ gewonnen und diese waren im status auszahlung. Dann habe ich einen bonus aktiviert und 2400€ gewonnen mit bonus und alles wurde auf 50€ gesetzt… was sollen die wettverläufe den bringen ?

Hi all,

Thank you for your replies.

Dear Dave92,

Please request the transaction and game history from the support and forward it to my email address (peter.m@casino.guru).

To hellspin casino: please send me the game history to: david.riek2501@gmail.com I don't get any response to my support emails

An hellspin casino: bitte senden sie mir den spielverlauf an :david.riek2501@gmail.com ich bekomme keine antwort auf meine support emails

Dear Dave92,

We have reviewed our records and unfortunately, we did not receive any emails or messages from you regarding this issue. Could you please resend your message to our support team? We want to ensure that your concerns are addressed promptly.

Thank you for your cooperation.

Best regards, HellSpin Casino

Which email address should I send it to? Just send it to my email.

An welche email adresse soll ich es denn senden ? Schicken sie doch einfach an meine email.

Dear HellSpin Casino team,

Please provide an email address where the player should send his request or simply send it to the email address above (david.riek2501@gmail.com).

Dear Dave92,

Please write to our support team at support@hellspin.com

Best regards, HellSpin Casino

Thank you HellSpin Casino team.

Dear Dave92,

Please request the transaction and game history from the support and forward it to my email address (peter.m@casino.guru).

I have already requested it but no answer yet

Habe ich bereits angefordert bis jetzt keine antwort

Thank you Dave92 for the update. Let's wait until Monday and see if you will receive the requested data by then.

Dear HellSpin Casino team,

Is it really necessary to go through a verification process? It's been three weeks since we started to discuss the game history. Could we please speed it up a bit?

Oh, that's complete nonsense, they only want that because I'm right and what idiot sends copies of their ID to such a dubious casino...

I wonder why the casino is contacting me about this after more than two years.

Ach das ist völliger quatsch die wolle das nur weil ich recht habe und welcher idiot schickt so einem unseriösen casino seinen ausweiskopien…

ich frage mich was das überhaupt soll das sich das casino nach über 2 Jahren auf diesen fall meldet.

Dear all,

Transaction history constitutes the personal data of each user. As a casino provider, we take this matter very seriously. Therefore, we do not disclose personal data of any player without prior verification.

The player has been asked to provide information that can be easily found in their account within minutes. Naturally, we do not request any sensitive information. All these procedures have been implemented to ensure the security of our clients' personal data.

Thank you for your understanding.

Best regards, HellSpin Casino

So a copy of my ID is not a personal document?

Also, I have no access to the account because you blocked it...

Eine kopie von meinem ausweis ist also kein persönliches Dokument ?

zudem habe ich keinen Zugriff auf das konto weil ihr es gesperrt habt…

Dear HellSpin Casino team,

As far as I know, the game history is just a file full of numbers so concerns about sensitive data isn't very relevant. Secondly, the player's account is blocked so it's pretty hard to get any information from a blocked account.

Dear Dave92,

Please follow the instructions to get through the verification process so that we can move on. Let me know when done.

I sent everything except my ID because, sorry, I've had bad experiences with this topic!

Ich habe alles gesendet ausser meinen ausweis weil entschuldigung ich habe da schon schlechte erfahrung gemacht mit diesem thema !

Dear Dave92,

I'm afraid I won't be able to help you if you don't verify your account to get the requested data.

Well, I won't send any ID anyway. The risk is too high for me as this casino is very dubious.

Na ich werde jedenfalls keinen ausweis senden. das risiko ist mir zu hoch da dieses casino sehr unseriös ist .

Dear Dave92,

As mentioned above, I won't be able to help you if you don't verify your account. Verification is necessary not only for accessing files but also for receiving payment. Unverified players typically do not receive casino winnings. I'm afraid your complaint will be rejected. If you change your mind, verify your account, and get the gaming and transaction history, you can reopen the complaint and we'll take it from there. If you disagree with our decision, please turn to the casino's licensing authority for further help (https://casino.guru/licensing-authorities/curacao-license). I wish I could help you more.

Best regards,

Peter