HellSpin Casino - Igrački nalog je zatvoren bez objašnjenja.

Complaint description:

I am writing to file a complaint against HellSpin Casino regarding the unjustified closure of my account and their subsequent failure to respond to my dispute.

Timeline of events:

I opened an account with HellSpin Casino and made a deposit in good faith, in compliance with their slots Terms and Conditions.

I received an email notice stating my account had been closed due to an alleged violation of the casino's one-account-per-player policy, claiming it was linked to another account via name, IP address, or device after withdrawing my winnings and submitting my documents/pictures to complete Kyc.

I have never held any other account with HellSpin Casino. I sent a formal written dispute to their support team (support@hellspin.com) on the 01st July, in which I: Requested specific evidence for the duplicate-account claim (which account, and whether the match was based on IP, device, or payment method)

Requested confirmation of my account balance (€1,368) and a clear process/timeline for returning my own deposited funds, regardless of the outcome of the duplicate-account dispute

Offered to resolve any technical error (e.g., shared IP/network) if that was the actual cause

As of today, I have received no reply from HellSpin Casino support to this dispute.

What I am seeking:

Return of my account balance of €1,368,

A clear explanation of the evidence behind the duplicate-account claim, or acknowledgment that the closure was made in error

Assistance from Casino Guru in mediating this dispute, since the casino has not responded to direct correspondence.

Below is the only email i have had from the Casino.

Dear Alessandro,

We hope this message finds you well. In accordance with our routine security checks, we found multiple accounts linked to your name/IP/device. According to our casino's Terms and Conditions, each player should only have one account, so we've had to close the account associated with your name. Please be assured this action is taken to safeguard the interest of all players and to uphold our commitment to fair gaming.

If you have any questions or need further clarification about this matter, please don’t hesitate to contact our Support Team at support@hellspin.com or via Live Chat.

Thank you for your understanding and cooperation in this matter. We appreciate your compliance with our rules and regulations.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear GuidoSlots,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you used any public or shared devices or networks while playing at this casino?

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,

Veronika

Hello and thank you for your reply.

I completed the Casino online kyc verification yes and made a withdraw of my full balance and the same day got the email from them and not able to login since. I had a 300€ bonus ( same as i deposit with).

No one else uses my computer. This is a mistake!

Dear GuidoSlots

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear GuidoSlots,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from HellSpin Casino to join this conversation and assist in addressing the complaint.

Dear HellSpin Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear all,

We would like to inform you that the relevant evidence regarding the duplicate account activity has been sent to Stevan via email for independent review.

Furthermore, while the player's account remains suspended, the funds representing the player's deposits remain available and can be withdrawn.

Best regards,

HellSpin Casino

Dear GuidoSlots,

Thank you for your patience.

We have reviewed the evidence provided by the casino, which confirms that a second account was created in violation of the casino's Terms and Conditions.

Based on this information, we have no grounds to challenge the casino's decision. Therefore, we will now proceed with rejecting 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 always welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether you have a question, concern, or a new issue that requires investigation, our team will be happy to assist you.

Kind regards,

Stefan

Casino.Guru