Spirit Casino - Las ganancias del jugador fueron confiscadas.

Before my winnings were removed, I contacted the casino support to clarify whether the information they sent about bonus limits had anything to do with my withdrawal.

The support agent clearly told me that the message was only general information about bonuses and had nothing to do with my cashout.

At that moment my withdrawal was still marked as "pending", and the support confirmed there was no problem with my payout.

However, shortly after that conversation, my winnings were removed and limited due to bonus rules.

This is very confusing and unfair from my perspective, because I specifically asked the support if that message affected my withdrawal, and they clearly stated that it did not.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spirit Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Were your winnings removed completely, or only partially? How much was left on your account after the winnings were removed?
• Have you passed account verification in the casino recently or in the past?
• Would you be able to share the relevant screenshots from your transaction history to better illustrate how much you deposited, won, and how much of your winnings were removed?
• Send the evidence to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Player's message (translated)

Dear team,

I would like to explain the course of my case in detail once again.

I received a €70 welcome bonus with a total wagering requirement of €700. While the bonus was active, I played with relatively small bets (around €1–2 per spin). In this phase, I won an amount of about 1000-1200 €.

I then contacted support to clarify whether I could already withdraw the money. The support told me that I still had to fulfill about 200 € in sales before a payout was possible. I then continued playing to meet the remaining wagering requirements.

Finally, according to my account, I reached the status of "wagering requirement" (702.2 / 700 €). This meant that the bonus was fully implemented.

After the wagering requirements were met, I continued to play with the existing funds in my account. During this phase – i.e. after completing the wagering requirement – I made a bigger profit in the game "Legacy of Dead", which increased my account balance to several thousand euros.

I then made several withdrawal requests (e.g. €2000, €4000, €1500, etc.). However, these disbursements were later rejected.

Before the rejection, I had asked the support again if a message about bonus rules concerned my withdrawal. The support explicitly explained to me that this information was only of a general nature and had nothing to do with my withdrawal.

It wasn't until later that I was told that my winnings would be capped due to bonus rules.

From my point of view, this situation is very contradictory, as I had met the wagering requirements and the support had previously confirmed that the bonus information mentioned was not related to my withdrawal.

I therefore ask you to carefully check the timing of my gaming account, in particular when exactly the bonus was terminated and when the big winnings were generated.

Sincerely, *** Ljiljana

Thanks for the detailed explanation.

• At the moment you completed the wagering of the bonus, how much was your balance?
• Were your winnings capped to the maximum limit specified in the bonus terms and conditions the moment the wagering was complete?
• Would you be able to share specifics of the bonus you activated, including its terms and conditions, with me? Send this information to my email at tomas@casino.guru

Dear Tomas,

Thank you for your feedback.

I will gladly answer your questions:

At the time I had fulfilled the bonus wagering requirements, my balance was around €600–700. Unfortunately, I can no longer give you the exact amount, but it was in that range.

As far as I know, my winnings were not capped at that time. Nor were any such restrictions clearly communicated to me. On the contrary, I received information that I had fulfilled approximately 77% of the wagering requirements and only a small remaining amount was needed (I have already submitted screenshots of this).

Regarding the bonus itself:

I received a bonus of €70. During the game, I played with stakes of approximately €1-2. I then achieved a larger win (approximately €1,000+).

I then contacted support and asked when I could withdraw my winnings. I was informed that I still needed to generate approximately €200 in revenue to fully meet the bonus requirements.

After fulfilling these remaining conditions, my balance – as mentioned above – was around €600–700, and I assumed that this was now my withdrawable real money.

Only after fully meeting the conditions did I continue playing with higher stakes (approx. €5–10). During the bonus phase itself, I played exclusively with low stakes (€1–2).

I then continued playing with the already wagered and withdrawable balance and achieved a higher profit (approximately €9,000 in total).

From my point of view, these are winnings earned through regular wagering after fulfilling the bonus conditions.

I hope this information helps clarify my case.

Best regards

Sehr geehrter Tomas,

vielen Dank für Ihre Rückmeldung.

Gerne beantworte ich Ihre Fragen:

Zum Zeitpunkt, als ich die Bonusumsatzbedingungen erfüllt hatte, lag mein Guthaben bei ungefähr 600–700 €. Den genauen Betrag kann ich leider nicht mehr exakt angeben, aber er bewegte sich in diesem Bereich.

Soweit mir bekannt ist, wurden meine Gewinne zu diesem Zeitpunkt nicht auf einen Höchstbetrag begrenzt. Mir wurden auch keine entsprechenden Einschränkungen klar kommuniziert. Im Gegenteil: Ich erhielt währenddessen Informationen, dass ich etwa 77 % der Umsatzbedingungen erfüllt hatte und nur noch ein Restbetrag fehlte (Screenshots hierzu habe ich bereits übermittelt).

Zum Bonus selbst:

Ich habe einen Bonus in Höhe von 70 € erhalten. Während des Spiels habe ich mit Einsätzen von ca. 1–2 € gespielt. Dabei habe ich einen größeren Gewinn erzielt (ca. 1.000 €+).

Daraufhin habe ich den Support kontaktiert und gefragt, wann ich auszahlen kann. Mir wurde mitgeteilt, dass mir noch etwa 200 € Umsatz fehlen, um die Bonusbedingungen vollständig zu erfüllen.

Nachdem ich diese restlichen Bedingungen erfüllt hatte, lag mein Guthaben – wie oben erwähnt – bei etwa 600–700 €, und ich ging davon aus, dass dies nun mein auszahlbares Echtgeld ist.

Erst nach vollständiger Erfüllung der Bedingungen habe ich mit höheren Einsätzen (ca. 5–10 €) weitergespielt. Während der Bonusphase selbst habe ich ausschließlich mit niedrigen Einsätzen (1–2 €) gespielt.

Mit dem bereits umgesetzten und auszahlbaren Guthaben habe ich dann weitergespielt und dabei den höheren Gewinn (insgesamt ca. 9.000 €) erzielt.

Aus meiner Sicht handelt es sich hierbei um regulär erspielte Gewinne nach Erfüllung der Bonusbedingungen.

Ich hoffe, diese Informationen helfen bei der Klärung meines Falls.

Mit freundlichen Grüßen

Here are just a few photos.

Hier sind nur einige aufnahmen

Thanks for your reply.

I recommend you request a game history from the casino and forward it to me for review.

To investigate the situation, we would require game history records starting the day you activated the bonus until the winnings were removed.

Please request these records from the casino in a format compatible with MS Excel, such as a .csv file

If the casino refuses to provide similar records to you, keep your communication with them as evidence and forward it to me instead.

My email is tomas@casino.guru

Thanks in advance for your cooperation.

Thanks for your messages and updates sent via email.

Was the casino able to process your request since your last response?

Looking forward to your reply.

Thank you for your inquiry

The casino has not yet processed or resolved my request.

I was simply asked to provide additional identity information for verification purposes. I provided this information completely and immediately (name, date of birth, address, telephone number, payment methods, and game history).

Since then, I have received no further feedback regarding processing or payment.

Since I have already submitted all the requested information, I expect the verification to be completed within a reasonable timeframe.

I would be grateful if you could tell me how long this process usually takes, as the processing has already been delayed.

My problem persists and I am still waiting for a final resolution from the casino.

Vielen Dank für Ihre Nachfrage

Das Casino hat meine Anfrage bisher nicht bearbeitet oder gelöst.

Ich wurde lediglich aufgefordert, zusätzliche Identitätsdaten zur Verifizierung zu übermitteln. Diese habe ich vollständig und umgehend bereitgestellt (Name, Geburtsdatum, Adresse, Telefonnummer, Zahlungsmethoden sowie Spielverlauf).

Seitdem habe ich keine weitere Rückmeldung zur Bearbeitung oder Auszahlung erhalten.

Da ich alle angeforderten Informationen bereits übermittelt habe, gehe ich davon aus, dass die Verifizierung in einem angemessenen Zeitraum abgeschlossen werden sollte.

Ich wäre Ihnen dankbar, wenn Sie mir mitteilen könnten, wie lange dieser Prozess in der Regel noch dauert, da sich die Bearbeitung bislang bereits verzögert.

Mein Problem besteht weiterhin und ich warte noch auf eine endgültige Klärung durch das Casino.

Dear Mr. Tomas,

Thank you very much for your feedback and your support in my case.

As you recommended, I requested my full gaming history from the casino. The attached screenshot shows that I explicitly requested all relevant data via both live chat and email.

However, the casino did not provide me with a complete and structured game history in the requested CSV or Excel format. Instead, I only received incomplete or difficult-to-analyze data (e.g., as a PDF/export view).

I am fully complying with my duty to cooperate and hereby provide you with all currently available documents.

Based on my previous experience with this casino – particularly regarding my withdrawal – there are unfortunately frequent delays or inadequate responses, which is why I assume that the requested full game history may also not be provided properly.

I therefore ask you to take this into account when evaluating my case.

Should I receive any further or more complete data, I will of course forward it to you immediately.

Thank you for your support.

Best regards

Sehr geehrter Herr Tomas,

vielen Dank für Ihre Rückmeldung und Ihre Unterstützung in meinem Fall.

Ich habe – wie von Ihnen empfohlen – die vollständige Spielhistorie beim Casino angefordert. Im beigefügten Screenshot können Sie sehen, dass ich sowohl über den Live-Chat als auch per E-Mail ausdrücklich um die Herausgabe aller relevanten Daten gebeten habe.

Das Casino hat mir jedoch keine vollständige und strukturierte Spielhistorie im gewünschten CSV- oder Excel-Format zur Verfügung gestellt. Stattdessen habe ich lediglich unvollständige bzw. schwer auswertbare Daten (z. B. als PDF/Exportansicht) erhalten.

Ich komme meiner Mitwirkungspflicht vollständig nach und stelle Ihnen hiermit alle aktuell verfügbaren Unterlagen zur Verfügung.

Aus meiner bisherigen Erfahrung mit diesem Casino – insbesondere im Zusammenhang mit meiner Auszahlung – kommt es leider häufig zu Verzögerungen oder unzureichenden Antworten, weshalb ich davon ausgehe, dass auch die angeforderte vollständige Spielhistorie möglicherweise nicht ordnungsgemäß bereitgestellt wird.

Ich bitte Sie daher, dies bei der Bewertung meines Falls zu berücksichtigen.

Sollte ich noch weitere oder vollständigere Daten erhalten, werde ich Ihnen diese selbstverständlich umgehend weiterleiten.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

I went over the information provided and reviewed the bonus history you sent me.

Did the casino provide you with information about the maximum cashout from the bonus (welcome VIP) either before the bonus was accepted or later?

Please let me know.

Good day, I have already sent you the information you requested via email.

Guten Tag ich habe ihnen bereits die von ihnen angefordte information gesendet per e-mail.

Hello ljiljana3012,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear ljiljana3012,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello ljiljana3012,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear ljiljana3012,

Based on the information I found on the casino’s website, it appears that your bonus may include a maximum winnings condition (likely 10× the bonus amount — in your case, €700). I was unable to locate the exact bonus you used; however, I am confident that the casino will provide the specific terms and conditions, which may explain the issue you are experiencing.

For now, the best course of action is to wait for the casino’s response.

Thank you for the feedback.

I would like to clarify a few points here, as my case is not based on an ambiguity in the bonus conditions, but on verifiable facts:

1. I have fully met the bonus requirements.

2. After completing the sales conditions, this was explicitly confirmed to me by support.

3. From this point on, I continued playing exclusively with real money that had been unlocked (no more active bonus).

4. The resulting profits of approximately €9000 therefore do not come from an active bonus, but from my fully unlocked balance.

I can clearly substantiate all of the above points with screenshots and chat histories, especially the confirmation from support that the bonus conditions have been met.

For this reason, I see no legitimate reason why my profits should be withheld.

Should the casino invoke specific bonus rules, I request that these be named specifically and that proof be provided as to how I allegedly violated them after completing the bonus.

I therefore request a clear statement from the casino on the following points:

- Confirmation that the bonus conditions have been marked as fulfilled

- Explanation of the basis on which winnings are withheld after the bonus phase has been completed.

- Specific reference to the allegedly violated rule (including time and reason). I am prepared to provide all evidence.

Vielen Dank für die Rückmeldung.

Ich möchte hier einige Punkte klarstellen, da mein Fall nicht auf einer Unklarheit der Bonusbedingungen beruht, sondern auf nachweisbaren Fakten:

1. Ich habe die Bonusbedingungen vollständig erfüllt.

2. Nach Abschluss der Umsatzbedingungen wurde mir dies vom Support ausdrücklich bestätigt.

3. Ab diesem Zeitpunkt habe ich ausschließlich mit freigespieltem Echtgeld (kein aktiver Bonus mehr) weitergespielt.

4. Die daraus entstandenen Gewinne in Höhe von ca. 9000 € stammen somit nicht aus einem aktiven Bonus, sondern aus meinem vollständig freigespielten Guthaben.

Ich kann alle oben genannten Punkte durch Screenshots und Chatverläufe eindeutig belegen, insbesondere die Bestätigung durch den Support, dass die Bonusbedingungen erfüllt wurden.

Aus diesem Grund sehe ich keinen legitimen Grund, warum meine Gewinne einbehalten werden sollten.

Sollte das Casino sich auf spezifische Bonusregeln berufen, bitte ich darum, diese konkret zu benennen und nachzuweisen, inwiefern ich diese nach Abschluss des Bonus verletzt haben soll.

Ich bitte daher um eine klare Stellungnahme des Casinos zu folgenden Punkten:

- Bestätigung, dass die Bonusbedingungen als erfüllt markiert wurden

- Erklärung, auf welcher Grundlage Gewinne nach abgeschlossener Bonusphase einbehalten werden

- Konkreter Verweis auf die angeblich verletzte Regel (inkl. Zeitpunkt und Begründung)Ich bin bereit, sämtliche Nachweise zur Verfügung zu stellen.

Hello everyone,

Thank you for your time and attention to this case.

We have sent our explanation to Matej via email and will proceed in line with his review.

Dear ljiljana3012 and Spirit Casino Representative,

Thank you for sending the email—I now understand what happened.

Ljiljana3012, as I mentioned earlier, your bonus is subject to the following rule:

"The maximum withdrawal is limited to 10x the bonus amount, unless otherwise stated in the bonus offer. This means that the maximum withdrawal is calculated as the bonus amount received multiplied by a coefficient of 10 (x10 by default). The maximum withdrawal from deposit Free Spins cannot exceed 10x the bonus amount received from the Free Spins play."

It is important to note that this rule refers to withdrawal, not winnings.

This distinction is crucial because it means that, after completing the wagering requirements, you are allowed to withdraw your winnings, but only up to a maximum of €700. In your case, after completing the wagering, you made a withdrawal but did not withdraw the full amount. You continued playing with the remaining balance, generated additional winnings, and increased your total balance.

When the casino reviewed your first withdrawal, they applied the maximum withdrawal cap. As a result, all funds connected to the bonus were adjusted accordingly—this included canceling any subsequent withdrawals and confiscating the remaining balance derived from the bonus.

Based on the casino’s rules, their actions are correct in this case. I understand that the response from support may have been confusing, and it would certainly be better if their explanations were clearer in the future. However, the maximum amount you can receive from this bonus is €700, and any additional winnings cannot be retained.

Dear ljiljana3012,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Matej,

Thank you for the explanation. I understand your interpretation of the bonus rule, however, I still disagree with its application in my case.

The rule explicitly states a maximum payout of 10 times the bonus amount. However, after fulfilling the wagering requirements, I was initially granted a withdrawal, and my account remained active. I was then able to continue playing with my real money balance and generate further winnings without the system stopping me or automatically limiting me to the alleged maximum.

This is precisely where the problem lies: If the casino recognized that the maximum payout had already been reached during the first withdrawal, then either:

The payout must be automatically limited to the permitted amount.

the remaining bonus/winnings balance must be removed,

or that further gambling with these funds must be prevented.

Instead, I was allowed to continue playing, place further bets, and accumulate additional winnings. Only after a significantly larger sum had accumulated were the winnings retroactively canceled. From a player's perspective, this creates the impression that the winnings were valid and the balance was normally available.

Furthermore, I find the bonus terms and conditions misleading on this point. The wording does not sufficiently differentiate between "winnings," "balance," and "maximum withdrawable amount," especially not in situations where a player can continue playing after successful verification and a permitted withdrawal.

I therefore continue to request a fair reassessment of the case. At the very least, in my view, the winnings generated after the initial payout should not have been retroactively treated as "bonus money" after the casino had actively permitted the further use of the funds.

Thank you.

Hallo Matej,

danke für die Erklärung. Ich verstehe eure Auslegung der Bonusregel, allerdings bin ich mit der Anwendung in meinem Fall weiterhin nicht einverstanden.

Die Regel spricht ausdrücklich von einer maximalen Auszahlung in Höhe des 10-fachen Bonusbetrags. Nach Erfüllung der Umsatzbedingungen wurde mir jedoch zunächst eine Auszahlung ermöglicht und mein Konto blieb weiterhin aktiv. Ich konnte anschließend mit meinem Echtgeld-/Kontostand weiterspielen und weitere Gewinne erzielen, ohne dass das System mich gestoppt oder automatisch auf die angebliche Obergrenze begrenzt hat.

Genau hier liegt das Problem: Wenn das Casino bereits bei der ersten Auszahlung erkannt hat, dass die maximale Auszahlung erreicht wurde, hätte entweder:

die Auszahlung automatisch auf den erlaubten Betrag begrenzt werden müssen,

der restliche Bonus-/Gewinnsaldo entfernt werden müssen,

oder das Weiterspielen mit diesen Geldern verhindert werden müssen.

Stattdessen wurde mir erlaubt, weiterzuspielen, weitere Einsätze zu tätigen und zusätzliche Gewinne zu erzielen. Erst nachdem ein deutlich höherer Betrag entstanden ist, wurden die Gewinne rückwirkend annulliert. Aus Sicht eines Spielers entsteht dadurch der Eindruck, dass die Gewinne gültig und das Guthaben regulär verfügbar waren.

Zusätzlich halte ich die Bonusbedingungen in diesem Punkt für missverständlich. Die Formulierung unterscheidet nicht ausreichend klar zwischen „Gewinnen", „Saldo" und „maximal auszahlbarem Betrag", insbesondere nicht in Situationen, in denen ein Spieler nach abgeschlossener Verifizierung und erlaubter Auszahlung weiterspielen kann.

Ich bitte daher weiterhin um eine faire Neubewertung des Falls. Zumindest die nach der ersten Auszahlung erzielten Gewinne hätten aus meiner Sicht nicht rückwirkend als „Bonusgeld" behandelt werden dürfen, nachdem das Casino die weitere Nutzung des Guthabens aktiv zugelassen hat.

Vielen Dank.

Dear ljiljana3012,

Thank you for your detailed reply — your reasoning is understandable, and I want to address it directly rather than simply repeat my previous explanation.

You are raising what is, in my view, the single most problematic mechanic in the way bonuses with maximum withdrawal caps are designed today: the "double cap" effect. The moment your bonus-derived balance exceeded €700, every euro above that figure was, from the casino's perspective, already non-withdrawable. Any further play with those funds — even after a partial withdrawal, even with what appeared to you as your "real money" balance — is, under the terms you accepted, still considered play with bonus-derived funds until the bonus winnings have been fully withdrawn. From your perspective the balance looked unlocked; from the casino's perspective the cap had already been triggered and applied retroactively at the point of the next withdrawal request. Both readings feel true, and both are, in their own way, correct — which is exactly why these cases are so frustrating to mediate.

To your specific objections:

You are absolutely right that, ideally, the system would either (a) automatically cap your balance at €700 the moment the bonus winnings hit the limit, (b) remove the excess, or (c) prevent further play with those funds. Any of these would resolve the ambiguity in the player's favour. Unfortunately, the casino's terms do not commit them to any of these behaviours. They commit only to capping the withdrawal at 10x the bonus amount, which is what they did. From a strict T&C standpoint, the casino has not broken its own rules.

I also agree with you that the distinction between "winnings", "balance", and "maximum withdrawable amount" is poorly explained in the bonus terms, and that confirmation from a support agent that "wagering is complete" creates a reasonable expectation that the balance is fully yours to play with as real money. This is a transparency failure on the casino's part, and it is the type of issue we flag in our overall assessment of operators. However, a transparency failure of this kind does not, on its own, give us grounds to require the casino to pay out the additional winnings, because the underlying rule was disclosed in the terms you accepted when claiming the bonus.

What this means in practice:

I am not able to force a reassessment that overrides the bonus terms, and based on everything I have reviewed, the casino is within its rights to apply the €700 cap and confiscate the bonus-derived balance above it. I understand that this is not the answer you were hoping for, and I want to be transparent that this is a structural problem with how these bonuses work across the industry — not something unique to this casino or to your case. It is a problem I and the Casino Guru team raise regularly, including in our public writing on bonus mechanics, precisely because outcomes like yours feel unfair even when they are technically compliant with the rules.

Before I close the complaint, I want to give you the opportunity to respond. If you have any further evidence that the casino communicated something to you that contradicted the €700 cap — for example, a support transcript explicitly stating that your full balance was withdrawable without limit after the wagering was met — please share it, and I will review it carefully. Otherwise, I will be forced to close this complaint as "rejected" on the basis that the casino acted in line with its published terms, while noting the transparency concern in our internal records.

I am sorry I cannot bring you better news on this one.

Dear ljiljana3012,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru