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Good Morning

on Thursday, 10/06/2022, I registered on the hellspin website, deposited the amount of 700.00 reais and ended up losing everything! On Friday 10/07/2022 I made a deposit via pix in the amount of 300.00 reais! I only played roulette, I managed to win a very good amount, so I asked for the first time for a withdrawal of 10,000 reais that was denied asking me to send documents for verification, I sent everything approved, I asked for the withdrawal again! They replied via email that my account was blocked and asked me to explain the betting methods as if it was fraud!

people how am i going to steal or cheat a live roulette? Lightning Roulette which pays bets with values up to 500 times the stake.

I'm feeling cheated!

I hope you can help me!

Bom dia

na quinta feira agora dia 06/10/2022 fiz o cadastro no site hellspin depositei o valor de 700,00 reais e acabei perdendo tudo! Na sexta feira dia 07/10/2022 fiz mas um depósito via pix no valor de 300,00 reais! Somente joguei roleta, consegui ganhar um valor muito bom, então pedi pela primeira vez um saque de 10.000 reais q foi negado pedindo para eu mandar documentos para verificação, mandei foi tudo aprovado, pedi novamente o saque! Eles responderam via e-mail q minha conta estava bloqueada e pediram para eu explicar os métodos de aposta como se fosse fraude!

gente como vou roubar ou enganar uma roleta ao vivo ? Roleta Lightning a qual paga apostas com valores até 500 vezes do apostado.

estou me sentindo lesado!

espero que possam me ajudar!

Dear diegobarroso46,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please forward your game history to petronela.k@casino.guru?

I have checked the general terms and conditions, and this is what I found (here):

"9. ANTI-FRAUD POLICY:

The Company has a strict anti-fraud policy. If the player is suspected of fraudulent actions including but not limited to:

...

low-risk roulette play where the player betting equal stakes for both black/red or even/odd covering 25 or more out of 37 numbers on the table. (Placing bets on black/red only covers 36 of 37 possible numbers).

other types of cheating

the Company reserves the right to terminate the user account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform the regulatory bodies of such fraudulent actions performed by the player."

Was this rule used to justify the suspension of your account, please?

I hope we will help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela 

Good Morning

So they unlocked my account today 10/9/2022!

however they said in the email it is unlocked, but it runs the risk of being closed if something similar happens in the future! however as I already explained I don't use any artifice to cheat the game! I get worried and even afraid to play!

I'll send you the game history anyway.

I keep asking how can a live roulette system be circumvented?

appreciate

Bom dia

Então eles desbloquearam hoje minha conta 09/10/2022!

porem disseram no e-mail a está desbloqueada, porém corre o risco de ser fechadA se algo semelhante acontecer no futuro! porém como já expliquei não uso nenhum artifício para fraudAr o jogo! Fico preocupado e até com medo de jogar!

mesmo assim vou lhe encaminhar o histórico de jogos.

fico perguntando como pode ser burlado um sistema de roleta ao vivo ?

agradeco

Thank you, diegobarroso46, for the update. Do I understand correctly that your account was unblocked now? Are you able to withdraw your winnings?

Dear diegobarroso46,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.