HellSpin Casino - プレイヤーのアカウントがブロックされました。

I live in Australia and I've recently had a win of $3,500 off a $15 deposit (no bonus added) on the online Casino 'Hell Spin.'

Upon my withdrawal, I supplied all the documentation required and was approved except my ID, which was my driver's license.

They refused it, saying it was an edited documents.. so I sent back another photo, which they refused again!

This went on for another 20+ times, me arguing the fact that it wasn't edited EVERY TIME (because it wasn't).

Finally I got a hold of my passport, which I used and sent through and they sent back an email asking for me to take a selfie of me holding my passport, which I did.

I then received another email asking for me to take another selfie holding my passport in one hand and in the other hand, a piece of paper with the numbers '1610' on it.... Which i did and sent through straight away.

Finally they approved me and I proceeded to withdraw my winnings into my bank and it was pending.

Later that day I received an email Stating:

"The security department was forced to close your account and confiscate your winnings due to the following reason:

VERIFICATION FAILED "

After they had approved it.

Dear 2cmay9,

Thank you very much for submitting your complaint. After closer examination of the documents, you sent to the casino we have noticed a few discrepancies which lead us to believe that the casino's accusations are correct. I am sorry, but we cannot support you further under these conditions.

Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Kristina

If they weren't going to accept my ID document, then why did they ask for me to take a selfie holding my passport and then again but with holding a piece of paper with the numbers on it in the other hand. Which I did... and then they accepted it?

was in contact with them near every day and sent in multiple different Identification Documents aswell as 2 of my expired driver's license from last year and also the year beforehand (even though that's not what they ask, I know) to help prove that I am who I said I am.

I don't understand because they did Accept it and my money was in the withdrawing process, then they shut my account down and cancelled my withdrawal and said it wasn't up for any further discussion?

They accepted it. They can't just do that especially if they accepted it

Please understand that the casino can ask for various documents and selfies with documents. It is clear to me why the casino rejected your documents, therefore, we are not able to proceed with this case.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.