The issue was resolved when the player received the money after 22 days, albeit slightly less than expected due to possible exchange rates or fees. The complaint was marked as resolved after the player confirmed receipt of funds. The player from Germany had a premia at Hellspin, met the wagering requirements, and won €300 without an active nadprogram. After verifying her account and requesting a withdrawal, the casino canceled the request and confiscated the winnings, citing an alleged bonus term violation. She had yet to receive an account statement from support.
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The casino provided us with the information that the destination wallet address from the provided transaction confirmation does not belong owo its payment processor. Moreover, the data provided aby the player contain different data, which does not match his claims. Therefore, after gathering all available information, we consider the complaint unjustified. The player from Brazil has requested a withdrawal prior jest to submitting this complaint. Unfortunately, their winnings haven’t been received yet.
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It’s great that everything has been going well so far, and we hope that when you hit that big win, the cashout experience will be just as smooth! Thanks again for sharing your experience, and we look forward owo providing you with even more exciting moments in the future. We’re sorry jest to hear that the w istocie deposit free spins didn’t meet your expectations.
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- However, the casino had cancelled the withdrawal, claiming that the player had violated the maximum bet rule while the nadprogram państwa active.
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We had advised the player jest to be patient and wait at least 14 days after requesting the withdrawal before submitting a complaint. We also extended the timer for the player’s response aby szóstej days. However, due to the player’s lack of response to our messages and questions, we were unable to investigate further and had owo reject the complaint. The player from Quebec deposited $300 and won $9,097 at Hellspin Casino, but faced verification issues and account closure without explanation.
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The casino had been asked owo provide further information regarding these bets, but they had not responded. Consequently, the complaint had been closed as ‘unresolved’. The player was asked to obtain the full history from the casino so that the situation could be further investigated.
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