ΜΗΝ ΚΑΝΕΤΕ ΚΑΤΑΘΕΣΗ ΣΤΗΝ HELLSPIN

Just took 1000e from my account with no valide explanation

actually what was purpose for such action? or they just close ur account without explanation

They invoice some terms and condition BS. When i deposite 200€+ on weekend.

any real details?

Sure, They confiscated €1,000 in winnings claiming I broke the €5 max bet rule with an active bonus. The "breach" was a bonus buy their platform itself allowed (bonus buy), and the winnings came from other bets, not the one they claim. Formal complaint sent, escalating to the regulator next.

Hi, I’ve read through what happened, and I can see that the casino accused you of either using or violating the maximum bet limit while playing with a bonus.

My question is, is that actually what happened? Did you place bets higher than €5, or did what you describe happen instead, that you were able to purchase a bonus buy while you had an active bonus?

Did you perhaps check the casino’s terms and conditions to see whether bonus buys are prohibited while playing with an active bonus? I’ve seen this several times before, and in most cases, bonus buys are not allowed when you have an active bonus. This should usually be stated in the bonus terms and conditions.

Of course, ideally, the bonus buy option should be disabled while you have an active bonus if the casino doesn’t support or allow it, but I know that this often isn't the case.

So, could you please clarify exactly what happened?

Thanks Jaroslav. To clarify: I never manually placed a bet above €5. What happened was a bonus buy while the bonus was active.

Their terms don’t prohibit bonus buys with an active bonus the clause they quoted (1e) states that purchasing game features "will increase the value of your bet", so it’s treated as a stake amount issue, not a prohibited action. The bonus buy exceeded €5 and that’s the breach they’re citing.

The key point is the chronology: the €1,000 was won in the first spins after the bonus was credited, at stakes within the €5 limit, before the bonus buy. The bonus buy came later and generated around €200. They confiscated everything, including winnings accumulated before any breach occurred. I’ve asked for my betting history to prove the timeline they said it’s been forwarded to a "dedicated team" but I haven’t received it yet. They’ve already declared the decision "irrevocable" before providing the evidence it rests on.

just to be clear the casino is voiding €1,000 in winnings over an €11 bonus with an €11 wagering requirement. Even if the bonus buy is stripped out of the wagering calculation entirely, the requirement was still met. The proportionality here seems hard to defend.

I think the main problem in this case is that casinos often treat the bonus buy as a whole. So, even if the actual bet is only $1 or $2, if you purchase a bonus buy for $20, $30, $50, $100, or $200, they still count the entire amount you paid for the bonus buy as the bet. That’s essentially the violation they are referring to.

Because of that, I think it would probably be difficult for our complaint team to defend your case. At the very least, something you can do in the future is avoid purchasing bonus buys when you have an active bonus. You could also ask the casino beforehand whether bonus buys are allowed, or check the Terms and Conditions carefully.

Even though you said the Terms and Conditions don’t explicitly state that bonus buys are prohibited, based on what you sent me, it is still stated there either directly or indirectly. So I also don’t think the licensing authority would necessarily be able to do much in this case, as I would say the casino probably didn’t do anything wrong if their Terms state that the bonus buy increases your bet.

Unfortunately, even though I saw the timeline you described and it happened after you won the $1,000, I believe the casino will consider the entire period during which you had the bonus active when determining whether the maximum bet limit was violated.