HellSpin Casino - Η ανάληψη των κερδών του παίκτη καθυστέρησε.

I fairly won 3530 dollars on a game called tree of fortune after depositing $300 dollars when I put in my withdrawal it was taking ages so I kept asking and the online customer service representative said I had to be patient and that my withdrawal was being processed, 3 hours later after I repeatedly asked if everything was ok and was repeatedly told to be patient I was then told I had violated a casino rule and I would be forfeiting all of my winnings and the 300 I deposited. At first they couldnt tell me which rule and after many tireless conversations and tears and frustration they are now telling me I used a bug or something like that. I didnt use a bug or any other type of crustacean or mammal to get my winnings I simply hit the spin button everytime it was my turn to spin and I got lucky and my housemate had a theory which seemed to help. I had previously lost 800 or more only the hour before I'd won the money.. I reckon I could bet on the fact they wouldnt pay that though if I thought that they had diddled me somehow. I have screenshots of my winnings and some of the bets I made and screen shots of me trying to resolve this with them . Please help it's the first time Ive ever won and it's exciting experience has made it so bitter!

Frustrated and sad

Kind regards

Frankie

Dear frankierose1908,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear frankierose1908,

Have you received your withdrawal from the casino yet?

Dear frankierose1908,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.