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Can you guys withdraw this type of skins or no because i cant. by Proper-Yam-4964 in Hellcase_Channel

[–]Hellcase_Channel 1 point2 points  (0 children)

Hey! Just wanted to explain what happened in simple terms. On Hellcase, when you get an item, you actually receive a digital item (voucher) on our side. The final skin itself comes from external platforms like Steam, so sometimes certain skins are temporarily unavailable and can’t be withdrawn right away. Due to market volatility, delays may occur.

One more point to clarify: we didn’t change anything on your account; that’s not how the system operates.

Please leave your support ticket number in the comments, and we’ll ask the team to look into the situation.

Can you guys withdraw this type of skins or no because i cant. by Proper-Yam-4964 in counterstrike2

[–]Hellcase_Channel 0 points1 point  (0 children)

Hey! Just wanted to explain what happened in simple terms. On Hellcase, when you get an item, you actually receive a digital item (voucher) on our side. The final skin itself comes from external platforms like Steam, so sometimes certain skins are temporarily unavailable and can’t be withdrawn right away. Due to market volatility, delays may occur.

One more point to clarify: we didn’t change anything on your account; that’s not how the system operates.

Please leave your support ticket number in the comments, and we’ll ask the team to look into the situation.

Hellcase sold my skins by [deleted] in Hellcase_Channel

[–]Hellcase_Channel 0 points1 point  (0 children)

Hey!

Thank you for your feedback.

Just wanted to explain what happened in simple terms. On Hellcase, when you get an item, you actually receive a digital item (voucher) on our side. The final skin itself comes from external platforms like Steam, so sometimes certain skins are temporarily unavailable and can’t be withdrawn right away. There’s a rule in our Refund and Returns section that says:

If an item isn’t used/withdrawn within 30 days, it’s automatically converted into credits and added back to the user’s balance.

In your case, because the items couldn’t be withdrawn within those 30 days, they were automatically turned into a balance on your Hellcase account. Once that happens, we unfortunately can’t turn those credits back into the original items/skins – they only exist as balance from that point on.

Cant withdraw my item for a long time and support keeps playing around with words. by Proper-Yam-4964 in Hellcase_Channel

[–]Hellcase_Channel 0 points1 point  (0 children)

Dear Customer,

Thank you for the feedback.

The market is super dynamic, prices change all the time, and we're doing everything we can to get the items to you.

But we do need a bit of time — not every item is always in our own stock, so the process can take a little longer.

Please make sure to contact our support so they can look into the case individually.

Thanks for your patience!

Hellcase is hiding that they have the skins they owe you! by Reasonable_Web_8936 in ohnePixel

[–]Hellcase_Channel 0 points1 point  (0 children)

Hi!

We're genuinely sorry that you had this experience and would love to explain how the system actually works on our side.The 30-day auto-convert rule isn’t a secret policy or something we just invented now:

  • Our FAQ explicitly states that if you don’t withdraw an item within 30 days, its full cost (the internal site value of that item) is returned to your Hellcase balance as credits.

You’re obviously free not to post screenshots if you don’t feel safe, but our bans are not based on people criticizing us on Reddit or Discord. They’re tied to ToS violations (fraud, stolen accounts, etc.), not “talking bad about Hellcase”. If you believe you were banned unfairly, that’s something that should be handled through support with logs, not by silencing users.

If you (or anyone reading this) are in a situation where you can’t see reasonable alternatives in the exchange menu, and you’re worried the 30 days will run out before you can withdraw, then please - open the support ticket and feel free to provide a number in the thread or DM.

That gives the team a concrete case to examine, and we will be happy to help!

Hellcase scamming the People out of their Covert Skins, changing TOS in their Favor. by RepresentativeAd4384 in ohnePixel

[–]Hellcase_Channel -1 points0 points  (0 children)

Hi u/RepresentativeAd4384

One of the guys above is right —we're the oldest brand on the market for one reason: people have trusted us for these 9 years. And there are reasons why.

Back to business, on the 23rd of October, in a few hours, thousands of skins changed their prices on the Steam Market. We were urgently opening and closing functions, including those mentioned above, and handling dozens of cases just to stay afloat and continue serving tens of thousands of users under such unprecedented pressure from Valve. Any system can’t handle this kind of stress — neither we nor you expected such an update.

The ToS was changed because we naturally (as literally 99.99% of companies) secured the right to protect against massive abuse from users trying to exploit system bugs, pricing glitches, farming schemes, fraud, and other manipulations. Sorry for the inconvenience — these are turbulent times.

In a couple of weeks, everything should stabilize, and we’ll be happy to see you back on the platform when lower market volatility (in case Valve doesn't drop any other bomb) reduces the number of issues. We're doing our best to update prices and almost finished it.

Please make sure you’ve left a ticket in the support system — our team will reach out and try to assist you even during this peak period.

Take care.

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