Send documents or a detailed description of a problem to [email protected], and a typed reply arrives within about twelve hours, so nothing gets lost in a hurry.
Ring +64 9 425 5800 (NZST) when talking is easier than explaining in text; calls are picked up in about one minute, day or night, from New Zealand hours.
RegulatorGaming Control Board Curaçao, OGL/2013/6789/037
Help
Gambling helpProblem Gambling Foundation of New Zealand, Gambling Helpline New Zealand, Multi-venue Exclusion Programme
Answers Without Hold Music
Questions Support Settles Fast
Hellspin Casino keeps its answers short, so you spend less time waiting.
trustHow long does a privacy request take to sort out?+
Requests for a copy or deletion of your personal data go to [email protected]. Hellspin Casino reviews each one and replies once identity is confirmed, so have your account email to hand. Nothing is deleted while an active balance or open check is on the account.
trustWhere do I go when the first answer misses the mark?+
Send the same details to [email protected] and describe what was missed. A senior reviewer takes it from there, and the reply sets out what changes. Should that still fall short, the Gaming Control Board Curaçao, which licenses the brand, is the next stop.
trustWhat if I need help at three in the morning on a Sunday?+
Nothing closes. Hellspin Casino answers on live chat, on email and by phone around the clock, whatever the day. Calls and chats reach a person in about two minutes and one minute, and email replies land within twelve hours.
trustWhat happens once I send my documents for checking?+
Count on around 58 hours for the review to finish. Proof of identity, proof of address and payment method confirmation are what the team looks at, and a clear photo of each speeds it up. Live chat can chase the check if the wait runs longer.
trustWhat happens if a casino I play at is not properly licensed?+
This one is: Hellspin Casino N.V. holds licence OGL/2013/6789/037 from the Gaming Control Board Curaçao. That regulator supervises the brand and hears complaints once support and the complaints inbox have had their say. Licence details sit alongside the company number 313579 and the Heelsumstraat address in Willemstad.
trustDo I need to speak English to get help here?+
No, though English is the busiest language on the desk. Hellspin Casino also answers in German, French, Norwegian and Finnish, so pick the one you think in. Replies in every one of those five languages come from the same support team.
You Know Who to Ask
Land in the Right Inbox on the First Try
Choose the inbox that matches your case and skip a pointless round of forwarding.
The route from a stuck query to the regulator is settled before you take the first step.
Hellspin Casino complaints inbox
Send the facts to [email protected]: your account e-mail, what happened, the amounts and any reference numbers. Staff log the complaint and send you a case reference you can quote back.
What comes back to you?
Within the reply window, an agent reviews the case and answers with what was found. Ask for the reason in writing, because that document travels with you to the next stage.
Hellspin Casino senior review
Take the same file to the senior support team and ask for a final position. Escalation stays inside the casino, and the written answer you receive closes this stage.
Send the file to Curaçao
Only after the internal route is finished may you take the matter to the Gaming Control Board Curaçao, the body that issued licence OGL/2013/6789/037. Pass on the case reference and the final reply.
Hellspin Casino gets there faster with these
Gather these five things and the agent can act on the first reply.
Account e-mail address you signed up with
Screenshot or reference number for the issue
Amount and time of the deposit or withdrawal
Payment method used for that transaction
Photo ID, address proof and payment confirmation for checks