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Subject: Formal Complaint – Unjust Confiscation of Winnings

I am submitting a formal complaint regarding HellSpin Casino.

I deposited and played using my own funds. I did initially activate a bonus, however the wagering requirements were completed and my bonus balance was reduced to $0 prior to the gameplay in question.

After this point, I continued playing using real funds only. During this time, I used the feature buy option and won significant winnings.

The casino has now confiscated my winnings, claiming I exceeded the maximum bet rule due to feature purchases while a bonus was active.

I strongly dispute this because:

My bonus balance was $0 at the time of the feature purchases

Wagering requirements had already been completed

No active bonus restrictions should have applied

I have requested:

Full betting history

Proof of an active bonus at the time of the alleged breach

Confirmation of when the bonus was officially cleared

The casino has not provided sufficient evidence and has delayed responding.

I request a full investigation and reinstatement of my winnings.

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Dear Michael,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

After reviewing the bonus terms and conditions, I found the following rule:

"1e. The maximum bet with an active bonus is 5 EUR/USD (or equivalent in another currency), unless stated otherwise in the specific bonus terms. Purchasing any game features (including but not limited to respins) will be added to your total bet amount. If the player exceeds the maximum bet while the bonus is active, Hell Spin Casino reserves the right to confiscate the winnings. If your account currency is not specified, the maximum bet is equivalent to 5 EUR in your currency."

Our position is also explained in the Fair Gambling Codex: https://casino.guru/fair-gambling-codex-for-casinos#max-bets

The maximum bet rule is considered an industry standard. Casinos generally reserve the right to confiscate winnings obtained from bonus play if this rule is violated. We aim to respect these standards and therefore do not usually penalize casinos for enforcing this rule.

Please note that the maximum permitted stake also applies to purchased bonus features (bonus buys). This means the total cost of the bonus buy—not just the base spin value—is considered the stake. According to the information provided by the casino, some of your bets exceeded the allowed €5 limit while the bonus was active.

However, if you believe this conclusion is incorrect, please feel free to send me your game history along with a link to the specific bonus you used. You can reach me at petra.h@casino.guru.

If there is any additional relevant communication between you and the casino, please include that as well.

Thank you in advance for your reply.

Best regards,

Petra

Dear Michael3333,

Thank you for your follow-up message and for providing additional clarification.

After reviewing the information available, including the bonus terms and conditions you quoted yourself, we must conclude that the casino acted in accordance with its rules.

The bonus terms clearly state that the maximum permitted stake while wagering an active bonus also applies to bonus rounds purchased within the game (bonus buys). This means that the total cost of the bonus buy, not only the base spin value, is considered the stake for the purpose of the maximum bet rule. As confirmed by the casino, these bets exceeded the allowed €5 limit during an active bonus wagering period. For these reasons, this complaint will be rejected as unjustified.

Thank you for your understanding.

Best regards,

Petra