HellSpin Casino - プレイヤーの賞金は消えました。

I just won 129€ in a slotgame and my money vanished! Haven't seen this again in my life. I can't find live chat to find the edge here and I've sent two emails without any response. What is even this?? Unbelievable.

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Hello,

Thank you very much for submitting your complaint. 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.

• Do you have access to your player's account? Can you log in and check the records of your most recent gameplay?
• Were your winnings confiscated or not credited to your player's balance?
• Could you please specify how much your current balance is in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you participated in a promotion or activated any bonus?
• Could you please share with me your attempts at communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I used a bonus, i deposited 20€ and 10 € was added. I purchased free spins for €10 multiple times and once i won this big amount my whole balance disappeared in a moment right after my win. Casino answered one day later that this was because i gambled 10€ at once and they had somewhere a term that i should gamble until 5€ with a bonus and they had the right to confiscate my money. This is pure scam. I asked from these thieves to close my account ASAP AND ERASE MY DATA. WAITING FOR IMMEDIATE ANSWER.

Thanks for your clarification.

Let me share the relevant terms and conditions: https://hellspin222.com/el/rules/bonuses

1e. The maximum bet with an active bonus is 5 EUR/USD. (Unless otherwise stated in specific bonus terms). The purchase of any game features (including, but not limited to, rerolls) will add to your wagering amount. If the player exceeds the maximum bet when the bonus is active, Hellspin reserves the right to confiscate the winnings. If your account currency is not specified, the maximum bet amount is equivalent to 5 EUR in your currency.

Our position regarding the breach of the maximum bet rule is closely explained in our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

Since you breached the rule multiple times, we can't argue that the breach of the casino's rules was accidental, and we won't be able to assist you in recovering winnings. Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.