Good evening, I have made several bets on my Hellspin account, which is completely verified. In total, I have deposited approximately 200,000 euro, and fortunately, I made several victories bringing my balance up to 232,000 euro - which the casino is currently refusing to credit to me.

Several days have passed, yet the response from customer service remains the same: that my withdrawals are still under review.

Even two months ago, when I won 5,000 euro, it was a hassle to receive my money via the card I used for the deposits.

If you can assist me with this matter, I would greatly appreciate it.

I have attached the screenshots, but I am unable to attach all the necessary documents.

I want to make clear that all my documentation, including KYC, is already compliant

buonasera , ho effettuato diverse giocate sul conto hellspin, tutto verificato. in totale ho versato circa 200 mila euro e per fortuna ho fatto diverse vincite fino ad arrivare a 232.000 mila euro che ora però il casinò non mi sta accreditando.

sono passati diversi giorni , ma la risposta dell'assistenza è sempre la stessa , cioè che i prelievi sono sotto verifica.

anche due mesi fa per una vincita di 5000 euro mi fecero impazzire per ricevere i soldi sulla carta con cui avevo depositato.

se potete aiutarmi grazie

ho allegato gli screen ma non riesco ad allegre tutta la documentazione.

preciso che tutta la mia docuementazione KYC e tutta già regolare

Dear alessandrobianchi198,

Thank you very much for submitting your complaint. Congratulations on your win. I’m sorry to hear about your negative experience with HellSpin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain what games you played to accumulate your balance in the casino? (slots, live games)
• Has the casino explained why some of your withdrawal requests were canceled?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], 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.

Best regards,

Tomas

Yes sir , send it.

thanks for helping

will give you a compensation if I give back my money soon .

Thanks for your messages.

Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, especially a significant amount like you won recently. This means that it may take some time before your money appears in your account.

That’s why we advise players to be patient, cooperate fully with the 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, please, let us know and we will intervene and try to help you.

Please note the casino might apply withdrawal limits depending on your VIP status:

The maximum withdrawal amount processed for a player is 4,000 EUR (or equivalent in another currency) per day, 16,000 EUR (or equivalent in another currency) per week and 50,000 EUR (or equivalent in another currency) per month, unless otherwise specified within the Promotional Terms and Conditions, where exceptions may be created for players with higher VIP status. All progressive jackpot winnings will be paid in full.

Please inform us if there is any progress with your withdrawal, and if there are no updates within 7 days, please let us know and we'll intervene and try to help you.

Dear alessandrobianchi198,

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.