The player from Germany highlighted issues with WinSpirit Casino, which had allowed him to create a new account despite his self-exclusion since December 2024. The casino admitted this was a mistake but refused to refund the €200 lost on the second account, raising concerns about their responsible gaming practices and system reliability. The Complaints Team facilitated communication between the player and the casino, leading to the player marking the complaint as resolved after receiving clarification from the casino.
WinSpirit Casino - Player's account closure ignored by casino.
Amount: €200
WinSpirit Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
4 weeks ago
Translation
WinSpirit Casino ignores active self-exclusion – player protection only facade
I would like to submit a complaint about WinSpirit Casino, particularly regarding its approach to problem gambling and so-called "responsible gaming."
In December 2024, I permanently closed my player account at my own request – due to my gaming behavior. WinSpirit confirmed this at the time, citing its own player protection measures. So far, so good.
But in May 2025, I was able to open an account again without the system preventing me from doing so. Only after I pointed this out myself did I receive feedback that this "actually" shouldn't have happened. The casino writes:
> "We are aware that your first account [...] has been permanently closed. [...] Unfortunately, a new account was created under your name on May 28, 2025. [...] Although our system did not initially detect the duplication, rest assured that we take the security of our accounts and responsible gaming very seriously. Had the system detected this earlier, access would not have been granted."
So, they openly admit that opening a second account after a ban violates their own terms and conditions – and yet it was still possible. According to WinSpirit, this was a mistake on the casino's part. Nevertheless, the casino refuses to refund the funds I lost on the second account (approximately €200).
The worst part: According to the company's own statements, the system is still unable to reliably detect third-party accounts – meaning that any banned player can log back in at any time. This isn't an isolated incident, but rather a structural problem – even part of a perfidious business model that specifically profits from previously banned players.
Excerpt from the email:
"Hello Marco,
Thank you very much for your detailed message and for taking the time to share your concerns with us. First, we would like to emphasize that we take your concerns and the issue of responsible gaming very seriously.
We are aware that your first account was permanently closed in December 2024 at your request due to concerns about your gaming behavior. This request was processed promptly and in accordance with our internal procedures and our commitment to player protection.
Unfortunately, a new account was created under your name on May 28, 2025. We must emphasize that creating a second account is strictly prohibited according to our Terms and Conditions - https://winspirit.com/en/terms-and-conditions - which clearly state that each player may only have one account. This rule is in place to enforce self-exclusion and protect users from unintentional harm. Although our system did not initially detect the duplication, rest assured that we take account security and responsible gaming very seriously. Had the system detected this earlier, access would not have been granted.
After a thorough internal review by the relevant department, your refund request has been carefully reviewed. However, we regret to inform you that we are unable to issue a refund for the deposits made to your new account. As set out in our refund policy ( https://winspirit.com/en/terms-and-conditions , paragraph 1), refunds are only issued in cases of technical errors caused by the platform that result in funds being deducted from a player's account without their knowledge or input. This is not the case in your case.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
4 weeks ago
Dear Marco123,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with WinSpirit Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Could you please forward your initial self exclusion request to my email [email protected]?
- To confirm, is the contact information on your new account, including email and phone number, identical to your previous account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
Public
Public
4 weeks ago
Translation
Hi,
I don't have the first self-exclusion request. I don't remember whether I did it by email or directly through Winspirit. I didn't make any deposits into the first account, and I was notified of this by email. It was probably at a time in December 2024 when I had myself blocked from several casinos and opened an account with WinSpirit just as a precautionary measure, so I could block it immediately.
When I opened my account on May 25, I also couldn't remember that I already had an account with WinSpirit. Therefore, it would have been important that I couldn't register because I already had an existing and blocked account.
The email address for the second account should be different from the first. I don't know which email address I used for the first account. The contact information is definitely the same—name, address, birthday, cell phone number.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear Marco123,
thank you for your reply.
Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.
Looking forward to your reply.
Katarina
Public
Public
3 weeks ago
Translation
Hello,
All communication has just been forwarded to the specified email address.
Kind regards,
Marco
Automatic translation:
Public
Casino representative
Public
2 weeks ago
Dear Marco123,
We regret that you’re not satisfied with your experience. We have carefully reviewed your case. Upon registering on our website, you agreed to our terms and conditions, including this rule:
6.7. The Provider bears no responsibility if the User continues to deposit funds into their game account and play using previously unregistered accounts, or if the User creates a new account with the same information entered in the registration form differently.
The reopened account from which the deposits were made was not verified, you did not upload documents for identification. Therefore, the account was blocked in accordance with our site rules and generally accepted market policies.
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear Marco123,
thank you for your reply and your emails.
Are you able to access your accounts, please? Could you please provide your registration pages with the player's information? Could you kindly provide a screenshot of it? Kindly send it to my email [email protected].
Could you also provide your deposit history, please?
Looking forward to your reply,
Katarina
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Marco123,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Katarina
