An official HellSpin Casino representative answers player questions

In this section, an official HellSpin Casino representative answers any player questions or complaints. If you are asking a question to an official casino representative, we recommend that you immediately provide the email address used to register your casino account. Please, upload a screenshot, if necessary (You can only upload one screenshot at a time). Thank you!

Hello world. Andrey is in touch, I'm from HellSpin. If you have a problem that the chat could not solve, or just have a question, write here. I will try to be more useful than standard support. Nick in the casino, the essence of the problem. Briefly and to the point.

Andrey, hello. My eye is already twitching. On Sunday, he won $200. A trifle, but nice. I bet on withdrawal via ecoPayz. Today is Wednesday, the application is still hanging in the "Approved" status, but the money has not arrived in the wallet. There are robots in the chat that copy-paste "wait, up to 5 business days". What 5 days to an e-wallet? This is not a bank transfer. Figure it out, please. Nick katiely.

HELP!!! YOUR ACCOUNT HAS BEEN BLOCKED! Last night I brought 50 bucks, spun up to 900. This morning I try to log in - "Your account is blocked". No letters, no warnings. In the chat, they say "the decision of the security service, final". WHAT DOES IT MEAN??? Do you just steal money when someone wins? My nickname MacAndChese. I'm furious.

Hello. I looked at your transaction. You're right, the delay is abnormal. The problem is on the side of the ecoPayz payment gateway, they had some kind of technical glitch yesterday, and several dozen transactions "froze". I have now contacted our financial department, they canceled the old application and resent the payment through the backup channel. Check your wallet within an hour, they should be there. Sorry for this hemorrhoids.

I may have a stupid question, but I really don't understand. I took a 50% reload bonus on a $100 deposit. Received a $50 bonus. Wager x40. Do I understand correctly that I need to unscrew $50 * 40 = $2000? I have already placed bets for three thousand, and the bonus is still not laundered. How does it work?

Calm down, let's figure it out. No one steals your money. Your account was automatically blocked by the security system because you registered from Toronto (Canada), and the last gaming session, during which there was a big win, took place from an IP address belonging to Germany. For the system, this looks like a possible hack of the account. This is a measure of protection. A request for video verification has been sent to your email - you will need to show your face and passport to the camera. As soon as you pass, the account will be immediately unblocked. Check your spam folder if you don't see the email.

The money came. Thank you for explaining in a human way and solving the issue.

Andrey, garbage happened. I played "Wanted Dead or a Wild", the bonus "Duel at Dawn" fell out. On the last spin, when it was already poured normally, the game crashed out with a mistake. I re-enter - the bonus is over, 30 cents fell on the balance. There was a win of at least 200 bucks! Nickname GlitchHunter, was at approximately 14:10 server time.

Hello. The question is not stupid, it's a common confusion. Look, in the rules of this bonus it is stated that the wager x40 is imposed on the amount of the bonus + deposit. That is, in your case: ($100 deposit + $50 bonus) * 40 = $150 * 40 = $6000. You need to make bets for a total of $6000.

Oh, damn. I turned on the VPN to watch a series and forgot to turn it off. I got it. I found the letter, now I will go through verification. Thank you for explaining, otherwise I was already thinking everything.

Why do you have a minimum deposit of $20? Everywhere they already make $10, or even less. Sometimes you want to throw ten for the evening, but you have to throw twenty. Not that this is a lot of money, but still.

Hello. Yes, an unpleasant situation. This happens due to communication failures with the provider's server. I can't see the result of the round myself, so I sent a request to Hacksaw Gaming to provide a full log of your bonus game. Usually it takes from several hours to a day. Once they send confirmation, we will manually credit all winnings to your balance. I will unsubscribe here as soon as there is news.

Hello. This is due to the fees that payment processors charge us for each transaction. With a deposit of $10, the commission eats up too much interest, and it becomes unprofitable for us. We are looking for options on how to optimize this, but so far the minimum threshold is as follows.