HellSpin Casino - 決済が遅延しているとのクレームがあります。

Tried to withdraw $550 and was told to provide a copy of the deposit transaction. (Although having been with them close to 2 +years. My bank account details for the deposit have not changed - Last withdrawal was in Sept 2023).

After uploading the relevant information I received an email advising that the documents was irrelevant.

Dear julietruong1803,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

This is the response I’ve received. My withdrawal was cancelled by them as they refuse to accept the documents supplied.

Please close this complaint. Have wagered the winnings as have no intention of dealing with Hellspin anymore. Have found that their payouts in the last year have been very slow and The excuse I’m not paying out this time have lost me as a customer. Thank you

I am sorry to hear that. Since you lost your winnings, this complaint will now be closed. 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.