HellSpin Casino - El jugador no ha recibido su retiro.

Goodnight.

I made a withdrawal request for €590 which the casino says has been processed.

however I have not received anything on my account.

I need your help.

because on your site it says that they don't accept players from Portugal, but the fact is that I managed to make deposits and now I don't receive the money in the account.

Boa noite.

fiz um pedido de levantamento de 590€ que o casino diz ter sido processado.

no entanto não recebi nada na minha conta.

necessito da vossa ajuda.

pois no vosso site diz que eles não aceitam jogadores de Portugal, mas o facto é que eu consegui fazer depósitos e agora não recebo o dinheiro na conta.

Dear Mcmp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please clarify when exactly you requested this withdrawal? Have you been informed by the casino itself that you are not able to receive withdrawals?

Looking forward to hearing from you.

Best regards,

Kristina

Dear Mcmp,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Good afternoon,

I still don't receive the transfer of the amount of € 590.

I didn't have access to the casino page.

I need you to talk to them and send proof of how they made the transfer. Urgently

Boa tarde,

continuo sem receber a transferência do valor dos 590€.

fiquei sem acesso a página do casino.

preciso que falem com eles e que mandem um comprovativo de como fizeram a transferência. Com urgência

Thank you for your reply, Mcmp. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear Mcmp,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We've reopened this complaint as per the Mcmp's request after we received this message:

"Good Morning,

mine was informed that I can receive withdrawals and the exact day of withdrawal was 11/07 until today I have not received anything and I have already made a complaint to the judicial police, my access to the casino is blocked and at Casino guru they even say that they do not accept Portuguese players What is certain is that I managed to do the math. And by email they don't answer me "

We’ve reopened this complaint as per the Mcmp’s request after we received this message:

"Bom dia, 

meu fui informado que posso receber saques e o dia exato da retirada foi 11/07 até hoje não recebi nada e já fiz uma queixa na polícia judiciária, o meu acesso no casino está bloqueado e no Casino guru até dizem mesmo que não aceitam jogadores portugueses o que é certo é que eu consegui fazer conta. E por email eles não me respondem "

Have you made any successful withdrawals before? Could you please advise if you have passed the verification? Have you accumulated your winnings with or without an active bonus, please?

Never made any withdrawals.

I didn't bet with bonus money and my documents were all validated…. I'm sick of this

Nunca tinha feito nenhuma retirada.

nao apostei com dinheiro bónus e os meus documentos foram todos validados …. Estou farta disto

Good Morning,

I still have no response from you and no access to the Casino or a response from the Casino by email.

Bom dia,

ainda continuo sem resposta da vossa parte e sem acesso ao Casino nem resposta por parte do Casino por email.

Good afternoon,

I'm still waiting for an answer to a very urgent situation.... which has a process going on in justice.

thank you for your brief reply

Boa tarde,

continuo aguardar uma resposta a uma situação muito urgente .... que tem um processo a decorrer na justiça.

Agradeço a vossa breve resposta

Good Morning,

I sent an email to the Casino again with no response……unfortunately !!!!

I await your intervention as I have already lodged a complaint with the police and you are also intervening in this situation.

I take the opportunity to inform you that I will also disclose on social networks everything that is happening.

I don't want anyone else to go through the same thing.

Bom dia,

voltei a enviar email ao Casino sem sucesso de resposta…… lamentavelmente !!!!

aguardo a vossa intervenção uma vez que já fiz queixa na polícia e estão também a intervir nesta situação.

aproveito para informar que vou também divulgar nas redes sociais tudo o que se está a passar.

não quero que mais ninguém passe pelo mesmo .

It says that the claim was rejected because I didn't answer your questions.

I already answered everything I knew….

Diz aí que a reclamação foi rejeitada porque não respondi as vossas perguntas.

eu já respondi a tudo o que sabia….

Once again I reinforce the urgency of your intervention !!!!

Mais uma vez reforço a urgência da vossa intervenção !!!!

Thank you very much Mcmp for your patience. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

And when will they give me an answer?

Qianso will you help me ???

E quando me vão dar uma resposta ?

qianso me vão dar uma ajuda ???

Hello, Mcmp,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite HellSpin Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear HellSpin Casino Casino,

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment? Can you explain the situation in more detail?

Thank you in advance for providing the information.

Good afternoon,

I don't have any kind of response to my emails and in the chat they always ask me to get in touch by email and they can't provide me with any more information.

I have a police complaint in progress.

I want proof that the transaction was made to my millenium bank which is the only one I use for transfers.

I'm waiting for a description of that value or a proof that it was sent. I'm not going to settle for a "we transfer the value" answer.

I have many attempts to contact you by email without response, if you want I can send.

UNFORTUNATE.

I am a content influencer and I will disclose it to ANYONE else to bet on this site, fraudulent is doubtful.

Boa tarde,

não tenho qualquer tipo de resposta aos meus emails e no chat solicitam sempre que eu entre em contacto por email e que não me podem fornecer mais nenhuma informação.

twnho uma queixa polícia a decorrer.

quero um comprovativo em como a transação foi feita para o meu banco millenium que é o único que utilizo para transferências .

aguardo um descritivo desse valor ou um comprovativo em como foi enviado. Não me vou contentar com uma resposta de "transferimos o valor".

tenho imensas tentativas de contacto por email sem resposta, se quiserem posso enviar.

LAMENTAVEL.

sou influenciadora de conteúdos e vou divulgar para NINGUÉM mais apostar neste site, fraudulento é duvidoso.

Dear Mcmp,

This is the information that I received from a casino representative:

• The casino's Customer Support communicates with the player
• The payment was sent through the bank and the casino is waiting for confirmation that the player received the funds
• The process may take up to 30 days because the payment service is involved and it has its own rules
• The player does not want to wait and cannot provide information
• The account has been closed pending completion of the proceedings, everything will be done and she will be provided with all the details
• The casino started the procedure on the 10th of August, 2022, but it could be speeded up if the player provides what the casino requested

Can you please confirm you were informed about the process and the mentioned time frame? What additional information did the casino request from you?

Good afternoon,

all lies as I can prove by the prints I send you below.

this complaint was opened to the casino on 25/07 as you can see…

my last activity at the Casino was on 12/07 as you can also see.

more than 30 days have passed from the day of the withdrawal request to the date we meet……

as you can also see.

my account was blocked by the casino, where they don't allow me to verify more information, but they asked me for a photo of me with my identity card and a number written on a paper that was sent.

after many insistences with no response on 08/10 I insisted again and they asked me to send the same information from another email other than the one registered at the casino, so I did and until today I have no response.

as you can see this casino nothing it says is true.

my account hasn't received a single euro transferred from that site and they know, so much so that they can't prove it, they don't unlock my account and they don't give me information via chat or respond to my email. The withdrawal request was made more than a month ago. Order date is 7/12, today is 8/15. Don't play with me. I demand my money already !!!!!!

it's 590€ …… they don't give me any answers, I made a complaint to the police and I can attach the paper of the complaint too.

and a fraudulent website and I demand my money!

Boa tarde,

tudo mentiras como posso provar pelos prints que vos envio abaixo.

esta reclamação foi aberta ao casino no dia 25/07 como podem ver…

a minha última atividade no Casino foi no dia 12/07 como também pode ver.

já passaram mais de 30 dias desde o dia de pedido de levantamento até a data em que nos encontramos……

como podem também ver.

a minha conta foi bloqueada pelo casino, onde não me permite verificar mais informações, mas pediram-me uma fotografia minha com o meu cartão de identidade e um número escrito num papel que foi enviado.

depois de muitas insistências sem resposta no dia 10/08 voltei a insistir e pediram-me para enviar de um outro email que não fosse o que estava registado no casino as mesmas informações, assim o fiz e até hoje fiquei sem resposta.

como podem ver este casino nada do que diz é verdade.

a minha conta não recebeu um único euro transferido desse site e eles sabem, tanto é que não o conseguem provar, não me desbloqueiam a conta e não me dão informações pelo chat nem me respondem no email. O pedido de levantamento foi feito há mais de um mês. Data do pedido e de dia 12/07, hoje são 15/08. Não brinquem comigo. Exijo o meu dinheiro já !!!!!!

sao 590€ …… não me dão respostas, fiz queixa na polícia e posso anexar o papel da queixa tambem.

e um site fraudulento e eu exijo o meu dinheiro!

But I can tell you that on the 10/08 I came back and sent everything without a single answer….

everything as asked. It's nothing !

minem answer me nothing

As you can see, I sent the photo, I just can't tell you what my account number is because I can't enter the site to see why they blocked my account. And said the day of the last access.

send this got an answer and no. They did not start the process on 08/10, but on 07/25. With a withdrawal that was requested more than 30 days ago. With all this proven, what more do they need? I want my money, otherwise, in addition to denouncing the site, I will do bad publicity everywhere……

I don't admit this.

Mais vos posso dizer que no dia 10/08 voltei e enviar tudo sem uma única resposta ….

tudo como me pediram. E nada !

minem me respondem a nada

como podem ver, eu enviei a fotografia, só não sei dizer qual é o meu número de conta porque não consigo entrar no site para ver porque me bloquearam a conta. E disse o dia do último acesso.

manda disto teve resposta e não. Não iniciaram o processo a 10/08, mas sim a 25/07. Com um levantamento que foi pedido há mais de 30 dias. Mediante tudo isto provado de que mais precisam ? Eu quero o meu dinheiro, caso contrário para além de denunciar o site vou fazer uma péssima publicidade em todo o lado ……

nao admito isto.

The more emails you want me to send without reply, the more I can send you. If you want chat conversations where they ask me to send an email because they don't have information to give me I can also send them to you.

more than 30 days have passed since the withdrawal request date.

I want a document that proves that I received the amount, or I want the money to be deposited in my account. Where are we going to have to take this? To court ??? A fraudulent Casino that you here also advertise as being trustworthy. It's 590€….. I want my money!

Quantos mais emails quiserem que enviei sem resposta, mais vos posso mandar. Se quiserem conversas de chat onde me pedem para mandar email porque não teem informações para me dar também vos posso mandar.

já passou mais de 30 dias desde a data de pedido de levantamento.

quero um documento que prove que recebi o valor, ou quero que me depositem o dinheiro na conta. Vamos ter que levar isto até onde ? Ao tribunal ??? Um Casino fraudulento que vocês aqui também publicitam como sendo de confiança . São 590€ ….. quero o meu dinheiro !

What's more, I just saw that your site says that this Casino does not accept players from Portugal…. Of course, they accepted me…. And now they don't give me the money from my earnings!!!!

E mais, vi agora que o vosso site diz que este Casino não aceita jogadores de Portugal…. É claro está, aceitaram-me …. E agora não me dão o dinheiro dos meus ganhos !!!!

Good Morning,

since no one gives me an answer, I will send you one more proof that this situation has been dragging on for a long time…. Last 09/08 I sent another email to the Casino that went unanswered… Here's the print. I reiterate that we are talking about €590…. It's unfortunate that I didn't get an answer.

Bom dia,

já que ninguém me dá uma resposta, vou-vos enviar mais uma prova em como esta situação já se arrasta há muito tempo …. No passado dia 09/08 enviei outro email para o Casino que ficou sem resposta … Aqui vai o print. Volto a reforçar que estamos a falar de 590€…. É lamentável não me darem uma resposta

Here is the live chat response.

always give the same answer!!!!

my friends don't bet a single cent of your money in this casino because the same will happen to you!

Aqui está a resposta do chat ao vivo.

dão sempre a mesma resposta !!!!

meus amigos não apostem nem um único cêntimo do vosso dinheiro neste casino pois vai acontecer-vos o mesmo!

Hello, Mcmp,

As was explained in my last post, the payment was sent through the bank and this process may take up to 30 days. Once a withdrawal is approved/accepted, casinos' payment providers and processors handle this process and the casino does not have any influence on it. According to the last information, this process started on the 10th of August, 2022. So, 30 days period has not expired at all.

However, I contacted the casino representative again and requested more details regarding the payment. Once I have the requested information, I will let you know as soon as possible here.

Although the casino does not respond in this open thread at all, the casino representative was communicating with me. Therefore, I am extending the timer and set it on the casino's side while I am waiting for details.

Thank you for understanding.

Dear Mcmp,

Unfortunately, I have not been provided with the requested details from the casino yet. Therefore, we have no other option than to wait the mentioned 30 days from the 10th of August, 2022 (the last information from them).

So, please, let's stay patient and positive and in case of progress or news regarding your issue, feel free to let me know about it. I will also let you know once the casino contacts me. Anyway, I will ask you for an update before the 30-day period expire.

Thank you for understanding.

Good afternoon,

I have already received a reply from the casino in my email.

They asked me for account statements for the last 3 months and they already saw when they received them that I didn't actually receive any amount from them in my account.

However, having been this situation since 07/11 (when I made the withdrawal request) I find it very shameful that they do not assume responsibility for transferring the amount to me and have not given me even more answers or any treatment of the situation.

I once again ask for your intervention !!!

We are talking about €590

Boa tarde,

Já recebi resposta do casino no meu email.

Solicitaram-me os extratos de conta dos ultimos 3 meses e ja constataram quando os receberam que efetivamente nao recebi nenhum valor da parte deles na minha conta.

No entanto, tendo ja sido esta situação desde dia 11/07 (quando fiz o pedido de levantamento) acho muito vergonhoso que eles nao assumam a responsabilidade de me transferir o valor e nao me terem dado ainda mais respostas nem nenhum tratamento a situação.

Solicito mais uma vez a vossa intervenção !!!

Estamos a falar de 590€

Hello, Mcmp,

The casino stopped responding to my messages and questions.

Until the 30-day period expires, I recommend you provide the casino with the required documents and follow its instructions to speed the process up (despite providing it in the past). We are likely talking about an additional verification and the casino has the right to perform it anytime and to request any documents from a player. It would be good to provide the casino with the official statement(s) in .pdf format with all the personal details valid for the payment method that was used for a withdrawal.

Are you please able to provide the casino with the required document(s) and let me know about the news once you receive a reply from the casino?

Goodnight,

I have already provided all the extracts and all the data that they asked me and they do not give me any answer

Boa noite,

já forneci todos os extratos e todos os dados que me pediram e não me dão nenhuma resposta

Dear Mcmp,

I wrote to the casino representative and he should provide me with an update and details in the following days. If no one contacts me until next week Friday, I will ask the casino to provide us with an update directly here and will contact it outside this open thread again. The mentioned 30-day period ongoing from the 10th of August will expire approximately at the end of this week, but I would like to extend the timer by a few more business days on top. Therefore, I am talking about the next Friday.

In the meantime, I was informed that the casino shared with you the proof of payment received from the provider. According to the information from the casino's Payment System Provider, the withdrawal was successfully processed on their side.

Can you confirm that you received the mentioned document? If yes, what information did you receive, please? Is there any progress on your disputed withdrawal, please?

Dear Mcmp,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru