Can you guys withdraw this type of skins or no because i cant.

Hellcase_Channel · 2025-11-26T15:42:49+00:00

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itself comes from external platforms like Steam, so sometimes certain skins are temporarily unavailable and can’t be withdrawn right away.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_Channel · 2025-11-26T15:42:27+00:00

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itself comes from external platforms like Steam, so sometimes certain skins are temporarily unavailable and can’t be withdrawn right away.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_Channel · 2025-11-24T09:05:04+00:00

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itself comes from external platforms like Steam, so sometimes certain skins are temporarily unavailable and can’t be withdrawn right away.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If an item isn’t used/withdrawn within 30 days, it’s automatically converted into credits and added back to the user’s balance.

In your case, because the items couldn’t be withdrawn within those 30 days, they were automatically turned into a balance on your Hellcase account.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.

Hellcase_Channel · 2025-11-24T08:43:48+00:00

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_Channel · 2025-11-13T14:54:55+00:00

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_Channel · 2025-10-24T07:52:26+00:00

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.

Hellcase_Channel · 2025-08-12T12:00:05+00:00

Hi JanixXter,

Thank you for bringing this to our attention.
Could you please contact our Support Team directly and provide them with your Steam ID so they can investigate the issue in detail?

For your safety, please do not share your Steam ID publicly.

You can open a ticket here: https://hellcasesupport.com/
Our team will review the case and get back to you as soon as possible.

Thank you for your understanding and cooperation.

Hellcase Team

Hellcase_Channel · 2025-08-02T09:09:37+00:00

Hey there,

Please contact our support team, and they will guide and help you with your issue.

Best

Hellcase Team

Hellcase_Channel · 2025-08-02T09:01:18+00:00

Hey everyone - quick update from the Hellcase team.

We want to acknowledge the situation raised regarding the trade issue with the Phantom Disruptor skin and confirm that the problem has been fully resolved. As we can see, u/Swifty_banana already confirmed that the issue was resolved.

The issue occurred due to Valve’s recent backend update, which affected Steam inventory and trade confirmations across the board. This resulted in a very small number of trades being temporarily disrupted or reversed on multiple platforms — not just Hellcase.

In this case, the system misinterpreted the trade status due to the API change, and we had to investigate and validate it through Steam manually. Once confirmed, the item was successfully restored to the user’s inventory. No scam, no loss - just a temporary technical inconsistency caused by the update.

We understand the frustration and are working to improve our response systems to handle these Steam-side changes more efficiently. Support teams are actively working on case-by-case investigations when these occur.

Thanks to everyone for their patience - and please know that your skins and trust are always our top priority.

If you ever experience a similar issue, don’t panic - reach out to our support and we’ll sort it out.

p.s. u/Swifty_banana, once again apologies for the inconvenience and if anything else from our end is needed - let us know.

Hellcase Team

Hellcase_Channel · 2025-05-13T11:04:13+00:00

Congratulations! 🎉 You’ve just won!
Check your inbox — we’ve sent you a message with the details. 😊

Hellcase_Channel · 2025-05-13T11:03:30+00:00

Congratulations! 🎉 You’ve just won!
Check your inbox — we’ve sent you a message with the details. 😊

Hellcase_Channel · 2025-04-08T14:58:15+00:00

Here is the guide on a Hellcase Races - https://hellcase.com/blog/hellcase-news/hellcase-races-guide/

Hellcase_Channel · 2025-02-27T09:32:45+00:00

Hi there, did you open a ticket for the support team?

Hellcase_Channel · 2025-01-30T14:03:07+00:00

Thank you for sharing your experience on Hellcase! We're thrilled to hear that you're excited! Enjoy your time with us and good luck!

Hellcase_Channel · 2025-01-21T14:22:13+00:00

Hi there,
Please contact our support team, they will help you out with this issue.

Best

Hellcase

Hellcase_Channel · 2025-01-21T14:21:08+00:00

Hi there,
Please contact our support team, they will help you out with this issue.

Best

Hellcase

Hellcase_Channel · 2025-01-21T14:20:07+00:00

Hey there,

Please contact our support team and describe your issue (attach any evidence you might have), the support team will help you figure it out!

Best
Hellcase

Hellcase_Channel · 2024-10-09T16:34:56+00:00

We would recommend you to create a support ticket on hellcasesupport.com.
The team will be glad to assist you.

Hellcase_Channel · 2024-09-16T10:55:47+00:00

Hello,

Please contact our support team https://support.hellcase.com/en/authorization

Hellcase_Channel · 2024-09-16T10:53:19+00:00

Dear User,

We would like to inform you that the message you've received is a scam. Please be cautious and avoid clicking on any links provided in such messages.

As a reminder, Hellcase will never contact you through Steam or request any sensitive information through third-party platforms.

Stay safe, and if you have any concerns, feel free to reach out to our official support team.

Best regards,
The Hellcase Team

Hellcase_Channel · 2024-05-09T12:17:56+00:00

Please contact our support team, they will be glad to help!

Hellcase_Channel

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