HellSpin Casino - La cuenta del jugador ha sido cerrada.

i deposited 300 dollars on june 26th. i used their 50% bonus. i played slots (quest of the west) and wagered the required amount. i won 9097 dollars. i then submitted all the required docs for verification including my passport, my proof of deposit (bank screenshots etc) and also my proof of address. i then got an email that my account is verified so i requested a withdrawal of my win.

the withdrawal got rejected and they then sent me an email to upload extra documents including a selfie of me holding my passport in one hand and a paper with a bunch of numbers written on it in the other hand. plus they wanted another proof of address, and a pay slip too.

so i gathered everything they wanted and as i try log back into the account , i see that my account is disabled. i then go to the live support and he tells me that i need to email them the extra docs requested in order to regain access to my account, i send them everything by email.

i then get a reply to my email saying my account is closed by decision to casino administration. i then ask them what terms did i break to merit this , and they reply that its the management decision and its final. i received no explanation. I've played with hellspin casino since may 26th. this was my first win on their casino as well .

ill attach all the relevant screenshots too.

Dear vessjab,

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

Please allow me to ask you a few questions so I can better understand the situation.

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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,

Tomas

https://hellspin222.com/ca/promotions/reload-casino?bonusType=casino

it was this Wednesday reload bonus here.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear vessjab,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from HellSpin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear HellSpin Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear vessjab,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Kahnawake Gaming Commission (KGC) via their email address at complaints@gamingcommission.ca. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator in this article.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo

Hello Everyone,

We’ve reopened this complaint at the request of HellSpin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The casino contacted me via email and shared the following:

We apologize for the delayed response to the complaint - we did not receive timely notifications regarding the case.

At the moment, the player is undergoing verification. Although gameplay and deposit restrictions were applied to the account, the player is still able to upload documents and request withdrawals. The security team has now asked the player to provide a document confirming self-employment status.

Given this, we kindly ask you to reopen the complaint so we can properly address and resolve the issue.

Thank you for your understanding.

Best regards,

HellSpin Casino

Dear vessjab,

Could you please confirm whether you have received the request to provide additional documents and whether you’ve followed the instructions?

Thank you.

hey , theres no such thing as self employment proof in canada. but i sent them an official letter of my affiliation with my company.

i submitted the document they wanted and they rejected it on their website saying its irrelevant

Dear vessjab,

Since the casino has not responded in this thread, I suspect they may be experiencing issues accessing their representative account on our platform. I have contacted them externally regarding both their platform access and the rejection of your recently submitted document.

In the meantime, would you be able to forward me the document for review so we can identify possible reasons for its rejection? You may send it directly to my email at jakub.m@casino.guru.

Thank you for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear vessjab,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo