Beschwerde #8 HellSpin Casino

Updating info on account and stalled wd

Von Airesvitor

vor 10 Monaten

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 >

Unseriöses Casino HellSpin Casino

Grund Verifizierungsprobleme

Betrag €250000

Diskussion

AskGamblers

• Support Team

vor 10 Monaten

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

Should you face issues with your payment/s again, please feel free to contact our team and request to reopen of the complaint.

We thank both parties for their assistance during the complaint process.

Airesvitor

vor 10 Monaten

Hello, this conversation can be finalised, hell spin has already started making the payments and for now everything is fine, thank you very much

AskGamblers

• Support Team

vor 10 Monaten

Dear @Airesvitor,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint 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

vor 10 Monaten

Dear all,

Thank you for your patience and the opportunity to provide further clarification regarding this case.

We can confirm that the player’s account was temporarily under standard verification due to two factors:

1. A request to change the registered address, which required additional KYC review.
2. A large win that automatically triggered enhanced verification in line with our responsible gaming and anti-fraud procedures.

The address has since been successfully updated, and the verification process is now fully completed.

At this point, the player’s winnings are being paid out in accordance with the casino’s withdrawal limits. As of now, the account balance is approximately €100,000, and the most recent withdrawal was successfully processed on July 23rd. There are no holds or blocks on the account — withdrawals are proceeding normally.

Dear Airesvitor, we sincerely appreciate your long-standing relationship with our platform and fully understand how important timely access to your funds is. We thank you for your patience throughout this process and assure you that all payments will continue as scheduled.

Thank you once again to both AskGamblers and the player for your understanding and cooperation.

Best regards,
HellSpin Casino

HellSpin Casino Beschwerde-Statistik

Gelöst 2 / 2

Durchschn. Betrag $147,256

Durchschn. Dauer N/A

Durchschn. Antwortzeit N/A

HellSpin Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

Withdrawal delays and conflicting reasons

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.

Gelöst

$132