HellSpin Casino - O jogador afirma que o seu pagamento foi atrasado.

Hello, I registered this casino on approx 26 May 2026

Did a small test deposit in the amount of 500 usdt on 17 April 2026

I didn't asked for a bonus but they gave me 'live casino bonus' automatically in the amount of 100 usdt.

So I had to wager 10.000 usdt in live game to clear the bonus, yet bonus funds was never used for betting (as it comes from bonus conditions it is not available until fully wagered). Note that I did 20x wager rollover of my deposit by the way.

Same day on 17 April I put all amount for withdrawal. They started to ask for a KYC documents for verification doing that in very time-dragging manner asking one document after another not all at once. After next document uploaded they pushed me to create new withdrawal request then after long pause they declined it and asked for a next document. Ans so on. This took about 4 days.

Also there was a strange situation they said my date of birth on the casino profile doesn't correspond to my passport data. I don't know how this happened, I pretty much sure all data was entered accurately at the time of registration. Anyway I supposed this was a system glitch or my unintentional typo and we sorted this issue out.

So finally I provided my passport, selfie and proof of address, no further requests were received. All the documents were provided in a timely manner almost immediately but unfortunately casino does not operate with the same pace intentionally dragging the time. My profile is fully verified now and all uploaded documents 'approved'.

My final withdrawal attempt made on 21 April was never served and frozen in 'pending' status. No any explanation or excuses from casino received by me, just the silence. Online chat confirmed that allegedly some 'investigation' in progress. OF COURSE! I'm playing online long time and I know this 'dirty game' of not-paying casinos. This is just the standard scenario.

I ask your help to receive my deposit and legal winnings from this casino.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear ararama,

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

Hello, thank you for you involvement!

There is an situation update, so finally they cancelled my last withdrawal request as said due to 'technical issue' and performed 'balance correction' withelding winnings in the amount of 1796.50 usdt and `100 usdt in bonus -1896.50 usdt total with no reason provided. Online chat support said 'due to fraud'. My balance now consists only of my previous deposit of 501.2 usdt.

Your service marked this casino as one that has 'Unfair terms and conditions'.

So please change the the title to 'winnings confiscated' and I ask you to step in and help.

Dear ararama,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

Current situation is as follows. I have been accused in 'commiting a fraud' against this casino. The exact reason was not provided, only the link to their T&C that quite 'vague' (as usually).

They returned me my initial deposit of 501.2 usdt and withheld all the winnings in the amount of 1796.50 usdt and `100 usdt in bonus that equals to 1896.50 usdt total. By account is now blocked.

I claim 1896.50 usdt to be paid as well.

Regards

So please change the complaint's title to 'winnings confiscated' and correct the amount to 1900 (approximately).

Dear ararama, thank you for your response. 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Hello Karla,

First of all - there is no problem with 'delayed' payment anymore. There is a problem with funds confiscation, account blocking and 'fraud' accusations.

Regarding your questions.

No, I have not made any withdrawal at all. I did small deposit, made a 20x deposit wager and tried to withdraw. This led to payment delay then to funds confiscation.

All the confirmation screenshots I will attach to the next message so you can make it private.

I had special 'live casino bonus' activated by casino. I got access to these funds only after wagering (100x) was comlete. After finishing the game I got the bonus in the amount of 100 usdt and transferred the funds to my cash account. Only my own funds was used for live casino betting. No bonus funds was used.

I played only live casino games as I got imposed 'live casino bonus' so I had to play live dealer game yet it was not my intension when depositing.

I will share final message from casino stating funds seizure and account closure.

Final situation is they let me withdraw my initial deposit of 501.2 usdt. All the winnings in the amount of 1796.50 usdt and cleared bonus in the amount of 100 usdt was seized. Total funds confiscated 1896.50 usdt total. My account is now blocked.

I claim 1896.50 usdt to be paid as well.

Hello. Please find attached screens of KYC (provided and accepted documents) and also a history of withdrawals. Also please check your email for 2 email messages forwarded to your address.

'Balance correction' in fact was a FUNDS CONFISCATION without providing a clear reason.

Dear ararama,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear ararama,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite HellSpin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear all,

Following an internal security review, the ararama's account was closed due to a breach of our Terms and Conditions and detected fraudulent activity.

The player’s only deposit was refunded back to the original payment method as part of our standard risk procedure. All associated winnings were voided accordingly.

The detailed evidence and supporting materials regarding the case, including the detected behavior, have been sent directly to Martina via email for your review.

Additionally, we kindly ask to enable email notifications for new complaints addressed to us, as without them we may not always be able to immediately notice that a new case has been opened.

We remain available should any further clarification be required.

Best regards,

HellSpin Casino

Dear HellSpin Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

We have provided our response via email and kindly ask you to review it at your convenience.

Please let us know if any further information is required.

Best regards,

HellSpin Casino

Dear HellSpin Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

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.

Dear Martina,

We have provided our response via email and kindly ask you to review it at your convenience.

Best regards,

HellSpin Casino

Dear HellSpin Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

We have already sent our reply by email and would appreciate it if you could check it when convenient.

Best regards,

HellSpin Casino

Dear ararama,

Our analysis showed that certain patterns in your gameplay were unusual compared to normal recreational play. In particular, your win-to-bet ratio during Evolution Blackjack sessions was consistently much higher than what would normally be expected.

It is important to mention that these games use a software-based random shuffle and dealing system, meaning that traditional card counting would provide little or no real advantage. Because of this, we believe that some form of prohibited assistance or software may have been used, which is against the rules of most online casinos.

As an independent party, we carefully reviewed all the information and evidence provided. Based on our assessment, the casino’s decision appears to be in line with the terms and conditions accepted during registration.

The evidence suggests not only that card counting methods were used, but also that they were likely supported by prohibited assistance. Therefore, your statement that only personal skill was involved does not match the findings available to us.

For this reason, we will close this complaint as REJECT, since a violation of the casino’s rules has been confirmed.

I strongly recommend carefully reading and following the casino’s terms and conditions in the future to avoid similar situations.