I have been a loyal customer to Hell Spin Casino and have played for almost a year and verified originally when I first signed up so I was receiving my winnings and playing fine until suddenly they locked my account. I don't currently drive so I have a South Australian Proof of Age card which is a valid ID in my state. However it doesn't require a expiry date. And when I originally verified I explained my situation and they approved my account, but now they won't unlock my account (it's locked to the documents page and I can't click on anything excpet upload documents.) They said they don't accept identification with expiry but obviously they can cos they done it before. I am so angry with the service of this casino because I used theses low bet machines for helping with my anxiety and now I can't even play back what I have on my account and can't verify it so that's a nearly 200 dollar loss for me. I don't even think I will use them in the future it's so annoying considering I've already withdrew Hlhundreds before and now this crap.

Dear bevansaunders89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly the issue seems to be caused by the proof of age document? Are all your other documents approved?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

hi Tomas

I have try to attached some of my emails I found which if you notice I have highlighted the dates of when I was getting support from hellspin. I originally contacted them in september last year in regards to verifying my proof of age as I didn't have a licence. It was approved and I have been playing from September until they suddenly locked my account and want me to reverify but now they refuse to accept the proof of age. I'm hopefully to retrieve my winnings and move on to a different casino.

And now I'm having trouble uploading the screenshots of my email. Perhaps I can forward from my Gmail instead? I just need your email.

Regards

Nadia ****

Thank you very much, bevansaunders89, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello bevansaunders89,

I'm Michal and I have taken over your complaint. I have reviewed your case and I have to inform you that it is a standard requirement by the casinos that the player is required to provide valid documents. It's rather unusual that the casino previously accepted your expired document, but the casinos are entitled to ask you to provide additional documents before every withdrawal if needed. 

I will contact the casino to shed more light on this matter.

We would like to invite HellSpin Casino to join the conversation.

Dear HellSpin Casino,

Can you please provide more information regarding the player's verification issues? How can we help the player with her verification?

Well unfortunately it's the only ID I have. I used to have a licence but I'm now disqualified so I can't obtain one and I never travel overseas so I don't need a passport. Is there any other way Hell Spin can verify me?

What happens if the casino doesn't reply?

Dear bevansaunders89,

So far HellSpin Casino didn't come back to me. The casino was not much cooperative in the past, but we always trying to get in touch with every casino. I have contacted them again, so hopefully, they will respond.

If the casino won't respond at all, we will close the complaint as unresolved which will have a negative impact on the casino's rating.

The casino still has a few days to respond so I have my fingers crossed that we'll be able to sort this out.

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 bevansaunders89,

I have tried to contact the casino repeatedly but basically apart from an empty answer "we will look into it" there was no progress. 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 Curacao Gaming Authority ([email protected] and [email protected] ) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]).

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

Best regards,

Michal

We’ve reopened this complaint at the request of HellSpin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear bevansaunders89,

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.

Hi

If something can be done after all this time I would be happy but have completely moved on to a different casino and I'm very happy with them..

Dear bevansaunders89,

Thank you for reaching out to us.

We would like to reassess your complaint, as we have clarified that you are withdrawing to a bank account. As per the requirements of the bank, players need to be verified, and this necessitates providing either an ID/passport or driving license.

While you have provided proof of age, which cannot serve as an international ID, once you provide one of the mentioned documents, we will be able to proceed with your withdrawal.

We sincerely apologize for the delay in addressing your complaint. Please know that we are committed to resolving this issue and assisting you every step of the way.

Best regards, HellSpin Casino

Dear bevansaunders89,

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.