The player from Austria was unable to withdraw her €338 after being informed that her account was blocked due to a supposed violation of the terms and conditions, which she did not understand. Despite being told that the payout would occur within a few hours, she received no further communication from the casino. The Complaints Team investigated the issue and found that the casino had evidence of the player creating multiple accounts, which was against the casino's terms. Consequently, the complaint was rejected as the behavior was strictly prohibited.
WinSpirit Casino - Player’s account is closed with pending winnings.
Amount: €338
WinSpirit Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
WinSpirit Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
I made a withdrawal, it took a little while, but that wasn't a problem. Then I asked and was told the money would be paid out within the next 2-3 hours. This afternoon I asked and was told I would receive an answer via email. Unfortunately, I didn't get a reply. Now I tried to log into my account again, and it said it was blocked. After a 30-minute conversation with the live chat, they said I had violated something in the terms and conditions. I still don't know why or what I did wrong, they just referred to some point in the terms and conditions. My €338 will simply not be paid out. And I can't play there anymore.
I really need your support, I have no chance against these scoundrels on my own!
If only I had known that you can get ripped off so quickly on the Internet ??
If you need any more information, I would be happy to provide it.
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
2 months ago
Dear Sabsi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
Public
Public
2 months ago
Translation
Hello Kristina,
thanks for the quick reply.
I mostly played sports betting, but I also played a little in the casino.
My account verification was successful before I lost access.
I collected some of the winnings with an active bonus and some without an active bonus.
The whole thing seemed a bit strange to me on Monday morning, because the live chat employee on Sunday evening said that it was up to the department and that I would get my money within the next 2-3 hours.
Please help me get my money back.
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 month ago
Thank you very much for your reply, Sabsi. Did the casino specify which rule was breached? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
Public
Public
1 month ago
Translation
Unfortunately, I can no longer access the conversation because my account is blocked. I asked the live chat to send me a copy of the chat, but they told me that's not possible. ??
Is there anything else I can do?
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 month ago
Thank you very much, Sabsi, for your cooperation. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear Sabsi,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a WinSpirit Casino representative to join this conversation and participate in resolving this complaint.
Dear WinSpirit Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
Public
Casino representative
Public
1 month ago
Dear Sabsi,
Thank you for reaching out. We have looked into the matter and would like to share our findings below.
After carefully reviewing your case, we would like to inform you that our platform maintains a strict zero-tolerance policy regarding fraudulent activity.
Upon registration, you agreed to the terms and conditions of our website. Your account was blocked in accordance with Rule 12.13 outlined in our Terms of Use.
Due to this violation, we regret to inform you that we are unable to process any refunds.
If you have any further questions, please feel free to contact our support team.
Public
Public
1 month ago
Translation
Hello Stefan,
Thanks for the help. Can/may they simply block my account? Also, was my winnings simply withheld?
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Hello Sabsi,
It depends on which rule was violated. I will try to get further information from the casino.
Dear WinSpirit Casino,
Thank you for your response and the information you have provided.
Could you share with us which exact rule the player violated? We need this information to investigate further. You can share it either here or at the email address [email protected].
Thank you very much in advance for providing the information.
I'll be awaiting your reply.
Public
Casino representative
Public
1 month ago
Hi Stefan,
We’ve sent you an email with detailed information regarding this complaint — please check your inbox.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear WinSpirit Casino,
I have responded to your email.
I'll be awaiting your reply.
Public
Public
1 month ago
Translation
Hello Stefan,
I'd like to say "thank you" here, you're a sweetheart!
Automatic translation:
Public
Casino representative
Public
1 month ago
Dear Stefan,
We have emailed you with the details of our investigation. Kindly peruse your inbox. If you have any questions, please let us know!
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Hello Sabsi,
The casino provided us with evidence of creating multiple accounts. Such behaviour is strictly prohibited and against the casino's terms and conditions. We are trying to help the players who accidentally create multiple accounts. But your accounts were created in a short period of time and all the accounts were used on the same computer. Therefore we won't be able to help you with this issue.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
