Complaint #28 HellSpin Casino

Withdrawal delays and conflicting reasons

By Rusbee

2 months ago

I am submitting a complaint regarding my inability to withdraw my balance of $131.54.

I have made multiple withdrawal attempts using:

- The original credit card used for deposit
- A second verified credit card

Each time, the withdrawal is marked as approved, but the funds are then immediately returned to my casino balance or later cancelled.

Throughout this process, I have received conflicting explanations from support, including:

- Incorrect or missing payment details
- Declined by issuing bank
- Payment provider investigation
- Invalid information/format

These explanations are inconsistent and no specific error or proof has been provided.

Additionally:

- Both cards used are verified
- The same issue occurs across multiple methods
- Bank transfer is not available due to an $800 minimum withdrawal requirement

This means I currently have no functional method to withdraw my funds, despite my account being verified and withdrawal requests being “approved.”

I have contacted support multiple times and followed all instructions, but the issue remains unresolved.

I am requesting that the casino:

- Process my withdrawal manually, or
- Provide a working withdrawal method without restrictions

I have full documentation of all correspondence and can provide it upon request.

This situation appears to be an unfair restriction preventing access to my funds.

Disputed Casino HellSpin Casino

Reason Delayed payment

Amount $131.54

Discussion

AskGamblers

• Support Team

2 months ago

Dear @Rusbee,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

HellSpin Casino

• Representative

2 months ago

Dear Rusbee,

Thank you for your message and for providing detailed information about the situation.

After reviewing your withdrawal attempts, we can confirm that the transactions are being declined by the issuing bank. Unfortunately, in such cases we do not receive specific details about the exact reason for the decline, as the decision is made on the bank’s side.

In this regard, we kindly recommend that you:
- Contact your bank to clarify the reason for the declined transactions
- Confirm that your bank allows transactions of this type
- Try using a card issued by a different bank
- Consider using an alternative withdrawal method available in your account

If the issue persists after following these steps, please let us know, and we will do our best to assist you further and explore possible solutions.

Thank you for your patience and cooperation.

Best regards,
HellSpin Casino

HellSpin Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $59,594

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

HellSpin Casino Complaints

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Updating info on account and stalled wd

I am writing to formally raise a serious concern about my Hell Spin account.

Currently, I have a balance of €250,000 and it is unavailable for withdrawal, despite several attempts to contact your support team I was able to talk to support but even so nothing was resolved, they said that the document is under analysis and only, I fully complied with all KYC verification requests and sent all the necessary documentation. However, I did not receive any explanation or clear resolution.

This situation is unacceptable and causes serious suffering. I've been making deposits and withdrawals frequently for 2 years and I've never had problems I've lost a lot of money and now that I've been lucky enough to get this high amount, they're blocking withdrawals of up to 1,000 euros, and I had already made several withdrawals like this and none had problems, all within 1 hour were already in the account.

Sincerely,

< private info removed >

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Casino is not closing my account after several mails about gambling addiction refund demanding

Hi all,
After several mails to hellspin casino to close my account for gambling addiction issues that I have, they are completely ignoring me. I demand a full refund of my money that I spend after those mails and chats (250 euros) and immediate closure of my account. That's completely violation of their rules, they still ignoring me

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Cancelled transaction but credited from card

First off it's even worse because Hellspinn is an epic casino overall.

In another casino it happened the same but a smaller amount and the other case were credited back to My revolut two days after but the 100 eur deposit which I made to HellSpin the 22 of March never came back.

So what happened is I was about to deposit 100 eur, but when the payment should had prompted My revolut for accepting the payment the payment said "transaction cancelled".

So I tried again and it worked, allthough a different amount, but the first 100 I tried to deposit were deducted from My revolut, and never appeared in My balance at HS.

So I gave it a week, still no balance nor refund, payment shows as completed in revolut (hence I contacted HS support).

They answered mail sayin they had forwarded my request and everything,

I also get answered with an old mail for my resent attempts at contact with HS support on the matter.

Resolved

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Casino Closes Account Without Paying Withdrawal After Two Months

I am writing to express my deep dissatisfaction and frustration with the treatment I have received as a customer of Hell Spin Casino.
Despite fulfilling all verification requirements promptly and diligently, I have encountered significant hurdles in attempting to withdraw my rightfully earned funds.

Here is a concise timeline of events:

On January 4, I successfully hit a win at Hell Spin Casino.
The very next day, January 5, I was informed that my account had been verified.
I complied with all verification requests, including uploading essential documents such as ID photos, Skrill photos (as I utilized Skrill for payment), bank statements, a selfie with ID, and a document confirming the source of income of the deposited funds.
On February 21, after waiting patiently for weeks, I was notified that my account was finally in order and eligible for withdrawal.
However, upon requesting a withdrawal, my request was inexplicably cancelled. The reason provided was the necessity to upload a bank statement from my online bank displaying all incoming and outgoing transactions for the past three months, along with a document confirming the source of income for the deposited funds.
I promptly sent the required documents via email as requested.
To my dismay, I was informed that my documents were not attached to the email, despite my efforts to ensure they were properly included.
In response, I sent the documents again, not once but twice, in two separate emails.
Further, I complied with the additional request for my Skrill statement since the inception of my account, sending it a total of three times.
Despite my repeated attempts to communicate via chat and email, I have encountered unresponsiveness from Hell Spin Casino, especially evident in my failed attempt to contact them on March 6.
In my latest effort to resolve the matter, I sent an email to support, attaching my Skrill statement yet again.
Shockingly, without any prior warning or justification, my account was abruptly closed by Hell Spin Casino, leaving me completely stranded and without recourse.
This treatment is not only unjust but also utterly unacceptable. I have fulfilled all obligations required of me as a player, and yet I have been met with obstruction, indifference, and ultimately, account closure without explanation.

I demand immediate action to rectify this situation. Specifically, I request the prompt processing of my withdrawal request and the reinstatement of my account, accompanied by a formal apology for the undue inconvenience and distress caused.

I eagerly await your swift and comprehensive response.

Sincerely,
Anthony

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Big withdrawal delay since July 12th

Hi. I play at Hellspin Casino. Fully verified. I make many deposits and withdrawals, they were a very good casino up until this delay.

But now my account is stuck. I try to withdraw 2788 EUR on 12 July. It is still pending on 24 July and support keeps telling me "Sorry it is in the queue please be patient". This is too long, usually withdrawal is very good within 24 hours so I know the "queue" is not true.

Screenshot attached.

Amount of complaint 2788 EUR.

Please help with this long delay at Hellspin Casino.

Resolved

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