Terms and Conditions

1. General

HellSpin is operated by TechSolutions Group N.V. under a licence issued in Curaçao. In these terms “we”, “us”, “the Casino” and “the Company” mean the operator; “you” and “the player” mean the holder of an account; and “the Website” means this site together with the mobile app and any mirror address.

Registering an account is the moment of agreement. If you do not accept a current or amended version of these terms, you have one remedy - close the account and withdraw any remaining verified balance - and that remedy is always available.

We may amend these terms when the need arises, and will notify players of significant changes where that is possible. Because notification is not guaranteed in every case, check this page from time to time; the version published here is the one that applies. Where these terms exist in more than one language, the English version prevails in the event of a discrepancy.

The Website being reachable from your location is not an offer, inducement or invitation to gamble anywhere that doing so is unlawful. You confirm that you have taken your own advice on your legal position before registering.

2. Who May Play

You must be at least 18 years old, and at least the minimum age for online gambling set by the law where you live if that age is higher. We may request proof of age at any time and may restrict access or suspend an account that fails to provide it. An account found to belong to someone under age is closed, its wagers are void and its winnings are forfeited.

Accounts are accepted only from countries and regions where online gambling is lawful. If your country does not appear on the registration form, registration from it is not available, and selecting a different country to get around that restriction is prohibited - doing so may lead to confiscated winnings and permanent closure of the account.

Determining whether your access to and use of the Website complies with the law where you are is your responsibility alone, and by registering you warrant that gambling is not illegal in the territory where you reside. We accept no liability in this regard and will not reimburse deposits, winnings or losses arising from a breach of any law applicable to you. Any claim against us on this basis is void.

A Restricted Countries policy applies. Players resident in a substantial list of jurisdictions - including, among others, the United States, the United Kingdom, France, the Netherlands, Belgium, Malta, Cyprus, Estonia, Latvia, Lithuania, Turkey, Ukraine, Russia, Belarus, Israel, the United Arab Emirates, Iran, Iraq, Syria, North Korea, Cuba, Curaçao and the Dutch West Indies - may not play real-money games at HellSpin. The current list is the one shown on the registration form and in the licensing information on the Website. Where a player breaches this policy we cannot guarantee that a withdrawal or refund will be processed.

Australian and New Zealand players are accepted. Australian law in this area is directed at operators rather than at players, so holding an account carries no penalty for you, but the licence is offshore regulation rather than local, and disputes are resolved through our support team and the Curaçao regulator.

3. Accepted Currencies

Accounts may be held in AUD, EUR, USD, NZD or CAD, and deposits are also accepted in a range of cryptocurrencies. The internal operating currency of the Website is the euro. If you transact in another currency, the amount debited by your bank may differ slightly from the figure shown at the time of the transaction because of conversion applied by your bank or by our payment processor.

Once the first stage of the welcome package is complete, you may change the currency of your account. We are not a financial institution: balances bear no interest, and we offer no exchange or money-transfer services at any time.

4. Fees and Taxes

The Casino takes no commission on deposits or withdrawals. Fees charged by your own payment provider, and any tax due on winnings under the law of your country of residence, are your responsibility.

One rule applies before any withdrawal, whether or not a bonus is involved: a deposit must be turned over at least three times on casino or live-casino play, or once on sports betting, before a withdrawal is requested. Where a withdrawal is requested and total bets since the last deposit fall short of three times that deposit, we reserve the right to charge you the transaction-processing costs of both the deposit and the withdrawal.

Withdrawals by bank transfer may in exceptional cases attract charges from intermediary banks. Those are outside our control and are capped at the equivalent of EUR 16. In certain circumstances and for certain customers we may decide not to reimburse payment-system service charges that we would normally cover.

5. Games, Rules and Availability

You confirm that you know and understand the rules of the games you play, and it is your responsibility to check the payout percentage of each one. RTP is set by the game studio, not by us, and the figure for a given title is the same at every casino offering it. Outcomes are produced by the provider’s certified random number generator; we cannot influence the result of a round.

Some games are unavailable in some jurisdictions because of the providers’ own policies, which change from time to time. Certain licensed titles carry their own territory restrictions, and players from some countries - Australia among them - are not eligible to win the network jackpots attached to particular provider jackpot games; where such a jackpot is won by an ineligible player, the win is annulled.

Using a VPN is not prohibited, but it may cause games to malfunction or connections to drop, and it does not change which country you are resident in for the purposes of section 2.

We may add, change, suspend or withdraw any game or event offered on the Website at any time.

6. Bonuses and Promotions

Every bonus carries its own terms - wagering requirement, game contribution rates, maximum bet while wagering, expiry and any cap on winnings - and those terms form part of this agreement for as long as the bonus is active. The core rules are:

• Wagering on deposit bonuses is x40.
• The maximum bet with any active bonus is AU$8 (5 EUR/USD) per spin or hand. Purchased game features and doubled bets count towards this limit, and exceeding it entitles us to void the winnings.
• Pokies contribute 100% towards wagering; table games and live dealer games contribute 0%.
• Some titles are excluded from bonus play entirely, and jackpot games are excluded from bonus promotions.
• One bonus may be active at a time, and deposit bonuses do not stack.
• Real money is wagered before bonus funds.
• Cancelling a bonus early removes both the bonus and anything won from it, and withdrawing a deposit before wagering is complete forfeits the active bonus with all its winnings.
• Winnings from a no-deposit bonus are capped at 75 AUD. Winnings from cashback, comp points, tournaments and regular deposit bonuses are capped at 15,000 AUD per case; the welcome package carries no such cap.

The full list of excluded games sits in the bonus terms on the Website. If a bonus did not credit, contact live chat before you play - once the funds are spent a bonus cannot be added retrospectively.

7. Use of Your Account

One person may hold exactly one account, registered in their own name with accurate details. One account is also permitted per device and per IP address. Duplicate accounts discovered later are closed or merged and bonuses claimed across them are void.

Your login credentials belong to you alone. Sessions, deposits, bets and losses made through a shared, borrowed or compromised login remain attached to the account. Keep your password confidential and tell us at once if you believe someone else has used it.

Providing false personal data is a breach of these terms. It can lead to a refused withdrawal and a terminated account, and you will be told of that by email. Keeping your profile details accurate and current is your obligation.

If we credit your account in error - a bonus or winnings that are not yours, whether through a technical fault or human mistake - the amount remains our property and will be reclaimed. Where a wager is accepted or a payment made in error, we may cancel the affected wagers or resettle them on the terms that should have applied.

8. Fraud Prevention and Abuse

We operate a strict anti-fraud policy. The following are treated as fraudulent or abusive and may lead to the account being terminated and payouts suspended:

• Collusion of any kind with other players.
• Opposite betting - staking on conflicting outcomes in the same casino, live or table game.
• Low-risk roulette play, such as equal stakes on red and black or odd and even covering 25 or more of the 37 numbers.
• Fraudulent conduct towards other casinos or payment providers.
• Chargebacks on a card, or denial of payments already made.
• Use of stolen cards or of a payment instrument not in your own name.
• Registering more than one account to gain an advantage from promotions.
• Supplying incorrect registration data, or claiming registration free spins from an IP address in a different country to the one on the account.
• Exploiting a software bug or failure rather than reporting it.

Bonus abuse is treated the same way. It includes maximum-stake play on high-variance games to build a balance and then dropping to low-variance games, depositing only when a promotion is running, delaying game rounds or free spins until wagering has cleared, leaving large bets open on a table to return to after wagering, building in-game value with bonus funds and cashing it out on real money, and a bonus-to-wager ratio above 40%. Where a player or a group of players is suspected of abusing a promotion, we may void the bonus and any winnings from it. We have zero tolerance for advantage play.

Should you become aware of an error or gap in the software, you agree not to take advantage of it and to report it to us immediately. Failing to do so makes you liable for the costs arising from the error and from the failure to report it.

A decision to terminate an account on these grounds is ours alone, may be taken without notice or explanation, and may be reported to the regulator. We may also close an account and refund the balance, less applicable withdrawal charges, at our discretion and without stating a reason. Where there is evidence or suspicion of manipulation of the casino system, payments may be withheld and criminal proceedings brought.

9. KYC and Verification

Verification happens before your first withdrawal rather than at registration, so you can deposit and play immediately. When you request your first payout - or earlier, if a deposit or withdrawal reaches a certain size or activity looks irregular - we ask for:

• A photograph of an identity document: passport, national ID or driver’s licence, valid, bearing a photograph, with the name, date of birth and citizenship matching your profile exactly.
• A photograph or screenshot of the payment method used, with the details matching those on the account.
• A document confirming your current address, issued within the last three months - a utility bill, bank statement or mobile phone bill - with the name and address matching your profile.

Additional proof may be requested: a selfie holding your identity document, proof of wealth, or proof of source of funds, the last of these to confirm that you are gambling with your own money.

Documents are uploaded in the Document verification tab of your account. They must be photographs; PDF files and scanned copies are not accepted unless we say otherwise. Documents are checked within 48 hours, and contacting support can speed that up. We examine them for signs of editing, and where a document’s validity is in doubt the matter goes to our anti-fraud team.

In some cases we may require a phone call to the number on the account, a selfie with your ID and a written sign, or a live video call. An account will not be verified and winnings will not be released until any required call has taken place. If the number on file is invalid or missing in a way that raises suspicion of fraud, or if the process is not completed within two weeks, the account may be closed permanently and the winnings confiscated.

The single most common cause of a delayed first payout is a mismatch between the profile and the documents. Completing verification straight after registration removes that delay entirely.

10. Deposits

HellSpin accepts Visa and Mastercard credit and debit cards, e-wallets including Skrill, Neteller, EcoPayz and Jeton, vouchers, and cryptocurrencies such as Bitcoin, Ethereum and Litecoin. Support can advise which methods suit your country of residence.

The minimum deposit is AU$25. The maximum depends on the method chosen. Bonus activation has its own thresholds, which are stated in each offer.

Third-party payments are not accepted. Deposits must come from a bank account, card, e-wallet or other method registered in your own name. If a security check shows otherwise, winnings will be confiscated and we will consider whether the deposit can be returned - but we are not responsible for the loss of funds paid in from a third-party method.

Because of how vouchers and cryptocurrency payments work, deposit limits cannot be applied to them. If you want a hard ceiling on what you pay in, use a card or an e-wallet - see Responsible Gaming.

If a deposit has not appeared after 24 hours, send proof of payment to support and the payments team will trace it. Select your bonus card before paying: a missed bonus cannot be added once the funds are spent.

11. Withdrawals

Cash out using the same method you deposited with. This is a requirement of the payment providers rather than a preference of ours, and following it removes most rejected requests. Where you deposited by card and withdraw an equal or smaller amount, we may return it to that card; anything above the deposited amount is paid by an alternative method.

The minimum withdrawal is the equivalent of 10 EUR, except by wire transfer, where the payment processor sets a minimum of 500 EUR/USD/AUD. The following ceilings apply unless a promotion or a higher VIP level says otherwise:

Progressive jackpot wins are paid in full regardless of these limits. A request above the ceiling of a particular payment system is paid in instalments.

Processing times: e-wallet requests are handled within 12 hours and the provider then credits the money almost immediately; cryptocurrency payouts arrive in under 24 hours; card withdrawals take up to 7 business days because of banking processing. Some methods may take up to three days to process. A first withdrawal takes longer because verification runs alongside it.

We may verify your identity before releasing a payout and hold or cancel pending withdrawals while doing so. A pending request can still be cancelled through live chat; an approved one cannot. Failure to complete verification leads to the account being closed and winnings confiscated.

Card processing is not available everywhere. Visa withdrawals are not supported for a number of countries, Australia among them, and Mastercard withdrawals are supported for a defined list of mostly European countries. Even for supported countries we cannot guarantee that a card payment will succeed, since the issuing bank may block or reject it at its own discretion. Australian players should plan on e-wallets or cryptocurrency for payouts.

12. Refunds

To request a refund of a deposit, contact support through the form on the Website or by email. A request will be considered only if it is made within 24 hours of the transaction, or within 30 calendar days where you allege that another person accessed your account.

Before a refund is calculated, all bonuses and winnings on the balance are deducted. Where a refund falls below the minimum a payment provider will process, we may decline it. If card transactions are judged to carry an unacceptable security or legal risk, either by us or by our processors, we will refund them to the card and notify the appropriate authorities.

13. Dormant Accounts and Closure

An account with no login for three consecutive months is blocked automatically; contact support to reactivate it. An account that remains inactive for twelve consecutive months is treated as dormant, and while its balance is positive we may charge a monthly administrative fee of 10 EUR or the equivalent - or the remaining balance if that is smaller. You authorise us to debit that fee at the start of each month the account stays dormant. Deductions stop when the balance reaches zero or the account is reactivated.

You or the Casino may close the account at any time. Where funds remain at closure and a manual bank transfer is needed, a transaction fee of 12.5 EUR or the equivalent applies. Accounts closed through self-exclusion cannot be reopened - that is permanent by design.

14. Sports Betting Rules

Bets are accepted pre-match and live, as singles or as accumulators, on main markets such as match result, totals and handicaps, and on additional markets. A bet is accepted once it is registered on our server and confirmation is shown; after that it cannot be altered, edited or deleted.

Settlement follows the actual start time of an event as recorded in the organiser’s official documents, or failing that from the official sites of the relevant federation or clubs. Dates, times, competition names, match durations and weather shown in the Sports and Live sections are indicative only; discrepancies there are not grounds to cancel a placed bet, and customers should verify details from independent sources. We accept no responsibility for the accuracy of live scores shown during in-play betting.

• Bets placed after an event has started are settled at odds of 1, except for live bets; within an accumulator such a leg is taken as 1.
• A bet placed on an event whose result the customer already knows is cancelled, and activity on it suspended pending investigation.
• A pre-match event postponed by more than 48 hours renders bets on it void, although we may keep bets standing at our discretion to avoid disputes.
• Settlement may be revised where an incorrect result was published.
• Complaints about a result must be submitted within 10 calendar days of the end of the event, supported by the organiser’s official documents.

Dead-heat rules, the definition of each bet type and the settlement rules for individual markets and outright markets are set out in full in the betting rules on the Website; they form part of this agreement.

15. Limitation of Liability

You accept that gambling can lose you money, and we are not liable for financial loss arising from your use of the Website.

We take effective measures to protect your personal data and make it available only to parties involved in providing the service, as set out in the Privacy Policy. We are not responsible for how that data is subsequently handled by third parties such as software providers or affiliates, whose own terms govern their processing.

We are not liable for hardware or software faults, unstable or lost internet connections, or other technical errors that interrupt your access or your play. Where a game round is interrupted by a fault, the provider’s server log determines the outcome.

16. Complaints and Disputes

Raise a complaint with customer support in the first instance, through live chat or by email to [email protected]. Complaints are handled by the support department and escalated internally where they are not resolved immediately, and you will be kept informed of progress to a reasonable degree.

If the matter is not settled at management level, you may take it to an independent body, a gaming authority, or the licensing regulator named on the Website. Should the receiving party fail to consider a complaint within the established timeframe, the party claiming a breach may bring an action before a court, and the proper venue is a court in the country of the Company’s registered office.

In any dispute you agree that our server logs and records are the final authority in determining the outcome. Where the result shown on your screen differs from the result recorded on the game server, the server result prevails. We will contact you about a dispute using the details held on your account.