I made total of $2000 of winning Aztec Bonanza game from hellspin. Upon withdrawal, they made it too difficult. Asking for additional documents which doesnt make sense because my account has been verified after submitting all documents needed prior to my first withdrawal 1 year ago and have already made small withdrawals from time to time with no problem. But this time i won fair bit of money and they made it harder to withdraw. kept rejecting the request without prior info. I made atleast 4 attempts of withdrawal. They kept putting it back to my account to make customer keep playing and losing it. It is not fair. They too should have responsibility. Their terms and condition is not fair.

Dear Chalsea,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue with HellSpin Casino.

Please understand that casinos are eligible to request additional identity verification documents prior to confirming a withdrawal request. KYC is a very important and essential process, during which the online 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. Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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 Veronika

Hi. Veronika,

upon my first withdrawal, i uploaded all the necessary documents they asked. They approved it. Debit card, bank details, ID, utility bill to confirm address I cant remember the rest but I have submitted everything they asked and they have approved. Hence, was able to make withdrawals and deposits smoothly. Yesterday i deposited total of $850 and i won $2373. I attempted to withdraw $2100. It got rejected. I again tried $2000 it still got rejected and i tried to break it in small amounts $700 and $600 i believe. Still rejected instantly. I decided to contact chat support. They told me i need to upload proof of deposit, which takes 24hrs for my bank to update my recent transactions. They did not even explain why, they just send me links to their terms and condition. They keep putting the money back to my site account. Its like they try to make u play and play til u lose it all. They succeded because 6 hours later, i played again and not a single game i won. I dont think thats legal.

I understand that they may ask for additional documents but this request should have been done if they were not

satisfied with the initial documents i sent. I submitted, uploaded all documents they asked upon signinv up and they approved it and i believe they do have meticulous checking on this.

And their terms and condition did not say they can ask additional documents anytime the players wins a bit of money and make withdrawal attempt.

I have submitted necessary documents and they have verified it and approved it at the time they asked me.

They can see in my account i tried to withdraw with 4 attempt. My account is verified and have used the whole time same details of bank and card (neverchanged).

please help me.  

The necessary documents was uploaded august 30 2022 which they verifued and approved.

Could you please advise if you still have the money in your account? Or did you gamble the whole balance away?

Dear Chalsea,

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.