HellSpin Casino - Dobici igrača su konfiskovani zbog zatvaranja računa.

I am submitting a complaint regarding HellSpin Casino and the handling of my player account, deposits, and winnings.

I previously had an account with HellSpin Casino which I voluntarily deleted. I understood this deletion to be permanent. After some time, believing the account had been fully removed, I created a new account using the same personal details. The account was created without restriction, KYC was approved, and deposits were accepted normally.

I deposited a total of €1,352.45 into this account. After playing, I accumulated winnings of approximately €3,900.

Only after these winnings were reached did the casino state that the account was allegedly invalid due to duplicate account concerns. The winnings were cancelled, and I was informed that deposits would be refunded. However, only €94.60 was refunded, with the remainder withheld and no clear explanation provided.

Key points of concern:

The previous account was deleted, not active

Identity details were used openly and consistently

KYC approval and deposits were accepted without issue

Enforcement occurred only after winnings were achieved

This raises concerns about inconsistent or retroactive rule enforcement, where losses were accepted but winnings resulted in account sanctions and partial withholding of deposits.

I am seeking independent review of this matter.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you close your original account? Could you kindly describe how you "deleted" it? Did you contact the casino customer support to request the account closure, or was there an option to close the account directly via your profile settings?
• Was your original account fully verified before it was closed?
• Did you activate or play with any bonuses in your original account or in your second account?
• Before creating a new account, did you contact the casino customer support to request the reopening of your previous account?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Im not sure about the exact date I deleted it but it was around 3 weeks ago. The account was deleted via my own personal request to the customer support team. They deleted it without any problems.

The account was fully verified KYC & all with the same exact info used in the new one.

I activated cashback bonuses since they were constantly notifying me about them waiting in my account but didn’t win anything from it. The amount won was strictly from my last deposit.

I did not contact them to reopen my account because I was under the impression that my account was fully deleted.

thanks!

Thank you for your reply and for clarifying the circumstances surrounding your previous account.

After reviewing the information you provided, we must clarify an important point regarding account deletion and duplicate accounts.

Even if an account is closed or deleted at the player’s request, this does not automatically remove the casino’s internal records or reset the "one account per player" rule. Most casinos clearly state in their Terms and Conditions that a player is allowed to have only one account, and that creating a new account using the same personal details is not permitted unless the casino explicitly reopens the original account or gives prior approval.

In your case:

• Your original account existed under the same identity and was fully verified.
• You created a new account using identical personal details without requesting a reopening of the original account.
• This resulted in a duplicate account situation, regardless of whether the original account was active or deleted at the time.
• KYC approval or acceptance of deposits does not override this rule and does not constitute permission to hold multiple accounts.

Regarding the timing of the enforcement, casinos are entitled to investigate accounts at any stage, including after gameplay has occurred. While we understand that this can feel unfair from a player’s perspective, delayed detection does not invalidate the casino’s right to apply its rules once a violation is identified. For these reasons, we are unable to consider this complaint justified, as the core issue stems from a breach of the casino’s single-account policy rather than retroactive or inconsistent rule enforcement.

I hope this explanation helps clarify why we cannot pursue this case further. Thank you for your understanding.

Best regards

Veronika

Casino.Guru Team