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I made my first deposit which was 28€ and they added the 100% bonus to me, but the 28€ that was given to me in a different box, I started playing and it only raised me and all the winnings went to the actual balance of my account, the bonus was separate and I didn't mind it, I played for about 3 days and on the morning of the 31st of the month, a no limit slot gave me 4,194.20 with a 40 minute bet, I withdrew the €4,000 that it said was outstanding, I continued to play, I still won some money and when the day changed I made another €1000 withdrawal which she also told me was pending and after 2 days they sent me a message that I had violated the terms of the casino regarding the bonus and that I had played over the allowed limit and they have the authority to confiscate all my winnings and leave me the initial capital which was 28€ as it happened, I want you to know that I have all the videos of my victories on my mobile phone and anything else you need

Έκανα την πρώτη μου κατάθεση που ήταν 28€ κ μου πρόσθεσαν κ το μπόνους 100% αλλά 28€ που μου το είχε σε διαφορετικό κουτάκι άρχισα να παίζω κ μόνο με ανέβαζε κ όλα τα κέρδη πήγαιναν στο πραγματικό υπόλοιπο του λογαριασμού μου το μπόνους ήταν ξεχωριστά κ δεν το είχα πειράξει έπαιζα περίπου 3 μέρες κ 31 του μήνα το πρωί ένα φρουτάκι της no limit μου έδωσε με 40 λεπτά ποντάρισμα 4.194.20 έκανα ανάληψη τα 4000€ που μου έγραφε ότι εκρεμει συνέχιζα να παίζω κέρδισα ακόμα κάποια χρήματα κ όταν άλλαξε η μέρα έκανα αλλα 1000€ ανάληψη που κ αυτή μου έγραφε ότι εκρεμει κ μετά από 2 μέρες μου έστειλαν μήνυμα ότι εχω παραβιάσει τους όρους του καζίνου όσο αφορά το μπόνους κ ότι έπαιξα πάνω από το επιτρεπόμενο όριο κ έχουν την δικαιοδοσία να μου κατάσχουν όλα τα κέρδη μου κ να μου αφήσουν το αρχικό κεφάλαιο που ήταν 28€ όπως κ έγινε θέλω να ξέρετε ότι εχω όλα τα βίντεο από της νίκες μου στο κινητό μου κ ότι άλλο χρειαστείτε

Hello andreasvlachos8888,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with HelllSpin 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? Did the casino specify which exact term did you breach? Did you receive any of your withdrawal? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Can you also please forward your betting history from the time the bonus was active? Please send it to nikolas.b@casino.guru.

I have sent you to your personal email what you requested

Σας εχω στείλει στο προσωπικό σας email αυτά που μου ζητήσατε

Hello andreasvlachos8888,

Thank you for the betting history. I've checked it and I did not see any bet over the allowed limit there. As we will need more details from the casino, I will be forwarding your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello andreasvlachos8888,

I have reviewed your case and will contact the casino to see if I can help.

I also reviewed the betting history you have provided, and I found 4 separate bets that were in breach of the amount stated in the casino terms, in the amounts of EUR10, EUR20, and EUR50. Were you aware that you had made these bets?

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

Dear Hellspin Casino,

Can you please explain if the aforementioned bets are the only ones in breach of the terms and if any of them had a positive effect on the player's balance?

Kind regards,

Adam

I got the money in the casino on 31/12/2022 in the morning with 0.40 minutes 4.194 in the slot of the no limit company and specifically in evil goblins xbomb until that moment I had not violated any conditions and the gentlemen from hell spin the history that they sent me is from 12/31/2022 from noon onwards and when I asked them why I am not being sent the history of all the days he played, i.e. from 12/28/2022 until 12/31/2022 when I did the great victory in the morning they replied that what we sent you is enough. besides that I have all the videos on my mobile from all my wins and I can prove that all the wins are fair and the 0.40 bet on the big win again I say it one more time. By what right do the gentlemen from hell spin play with the joy and emotions of the player and confiscate such a big profit like mine with the excuse that I violated the terms of the bonus while I took it with my value. until the moment I made the €5000 withdrawal I had not violated any bonus and when it was not accepted it was pending until they found the infamous bonus violation to tell me that the money is confiscated my own money that I took out with my value with every right from The company. I'm sorry but this is pure theft and a great injustice for every player and I am asking you very much from the casino guru to do everything in your power to be vindicated.

Εγώ τα χρήματα στο καζίνο τα έπιασα την 31/12/2022 το πρωί με 0.40 λεπτά 4.194 στο φρουτάκι της εταιρίας της no limit και συγκεκριμένα στο evil goblins xbomb μέχρι εκείνη την στιγμή δεν είχα παραβιάσει κανέναν όρο και οι κύριοι από την hell spin το ιστορικό που μου έστειλαν είναι από της 31/12/2022 από το μεσημέρι και μετά και όταν τους ρώτησα γιατί δεν μου στέλνεται το ιστορικό από όλες τις μέρες που έπαιζε δηλαδή από την 28/12/2022 μέχρι την 31/12/2022 που έκανα την μεγάλη νίκη το πρωί μου απάντησαν ότι αυτά που σου στείλαμε αρκούν. πέρα από εκεί εχω όλα τα βίντεο στο κινητό μου από όλες τις νίκες μου και μπορώ να αποδείξω ότι όλες οι νίκες είναι δίκαιες και ο στοιχηματισμος με 0.40 στην μεγάλη νίκη το ξανά λέω άλλη μια φορά. Με ποιο δικαίωμα η κύριοι από το hell spin παίζουν με την χαρά και τα συναισθήματα του παίχτη και του κατάσχει ένα τόσο μεγάλο κέρδος όπως το δικό μου με την δικαιολογία ότι παραβίασα του όρους μπόνους ενώ το έβγαλα με την αξία μου. μέχρι την στιγμή που έκανα τα 5000€ ανάληψη δεν είχα παραβιάσει κανένα μπόνους και ποτε δεν έγινε δεχτεί εννοείται εκκρεμούσε μέχρι να βρουν την περιβόητη παραβίαση μπόνους για να μου πουν ότι κατάσχονται τα χρήματα τα δικά μου χρήματα που έβγαλα με την αξία μου με κάθε δικαίωμα από την εταιρία. συγνώμη αλλά αυτή είναι καθαρή κλεψιά και μεγάλη αδικία για τον κάθε παίχτει και σας παρακαλώ πάρα πολύ από την casino guru να κάνετε ότι περνάει από το χέρι σας να δικαιωθώ.

Dear andreasvlachos8888,

There has been no response from the casino, I will attempt to contact them once more.

We would like to ask HellSpin Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear andreasvlachos8888,

I have made contact with the casino via Skype and I am waiting for further information. I will therefore extend the timer once more.

Kind regards,

Adam

Thank you very much for the interest shown and I really hope that we can get my money that I took out with my value and without any wrongdoing because it is a shame since we play so much money once a respectable amount has been sitting to lose it to you thank you again, if you need proof or videos, I have all my victories at your disposal.

Σας ευχαριστώ πολύ για το ενδιαφέρον που δείχνεται και ελπίζω πραγματικά να καταφέρουμε να πάρω τα χρήματα μου που τα έβγαλα με την αξία μου και χωρίς κανένα παράπτωμα γιατί είναι κρίμα από την στιγμή που παίζουμε τόσα χρήματα μια φορά που κάθισε ένα αξιοσέβαστο ποσο να το χάσω σας ευχαριστώ και πάλι ότι παραπάνω χρειαστείτε από αποδείξεις η από βίντεο που εχω όλες τις νίκες μου είμαι στην διάθεση σας.

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 andreasvlachos8888,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 Gaming Curacao Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam

This complaint has been reopened at the request of the casino.

Dear andreasvlachos8888,

We received the following response from the casino:

"Dear andreasvlachos8888,

Thank you for bringing your concerns to our attention.

We would like to review your complaint once again. Upon reviewing our bonus terms and conditions, specifically outlined in https://hellspin.com/rules/bonuses, it is clearly stated that the maximum bet with an active bonus cannot exceed 5 euros or its equivalent in another currency.

We appreciate your patience and understanding as we reevaluate your case.

Best regards, Hellspin Casino"

Dear HellSpin Casino,

Can you please provide further information regarding the breach of terms, and clarify exactly which bets are in question and if they were a factor in accumulating the winnings?

Kind regards,

Adam

Greetings!

We regret to inform you that we are unable to provide you with a statement of player's bets, as it contains sensitive information about our client.

Dear andreasvlachos8888, we advise you to request the statement yourself and present it to Casino Guru. It will be evident from the statement that prior to completing the bonus wagering requirements, your bets exceeded the maximum bet limit.

Best regards, Hellspin Casino

Dear andreasvlachos8888,

Are you able to obtain your full betting history for the relevant period from the casino?

Kind regards,

Adam

Dear andreasvlachos8888,

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.

Dear andreasvlachos8888,

As we have had no further response from you, this complaint will now be rejected as mentioned. It can be reopened at any time.

Kind regards,

Adam