WinSpirit Casino - La cuenta del jugador está cerrada con ganancias pendientes.

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.

Ich habe eine Auszahlung getätigt, diese hat etwas länger gedauert, das war ja kein Problem. Dann habe ich gefragt und es hieß innerhalb der nächsten 2-3 Stunden wird das Geld ausgezahlt. Heute Mittag frage ich nach und dann hieß es, ich erhalte eine Antwort via E-Mail. Erhalten habe ich leider keine Antwort. Jetzt habe ich nochmal versucht mich in mein Konto einzuloggen, dann hieß es es ist blockiert. Nach einem 30 minütigem Gespräch mit dem Live-Chat hieß es ich habe gegen irgendwas in den AGB verstoßen. Ich weiß bis jetzt nicht warum oder was ich falsch gemacht habe, es wurde einfach auf irgend einen Punkt in den AGB's verwiesen. Es werden jetzt einfach meine 338€ nicht ausgezahlt. Außerdem kann ich dort nicht mehr spielen.

Ich benötige bitte unbedingt von Ihnen Unterstützung, alleine habe ich gegen diese Halunken keine Chance!

Hätte ich nur gewusst, dass man im Internet so schnell über den Tisch gezogen wird 🙁

Sollten noch mehr Informationen benötigt werden, bin ich gerne bereit diese mitzuteilen.

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

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.

Hallo Kristina,

danke für die schnelle Antwort.

Großteils hab ich bei den Sportwetten gespielt, habe aber auch etwas im Casino gespielt.

Die Überprüfung meines Kontos war erfolgreich bevor ich den Zugriff verloren habe.

Einen Teil der Gewinne habe ich mit aktivem Bonus gesammelt und einen Teil habe ich ohne aktiven Bonus gesammelt.

Mir kam das Ganze schon am Montag-Morgen etwas komisch vor, da die Mitarbeiterin des Live-Chats am Sonntag Abend ja gesagt hat, das liegt bei der Abteilung und ich bekomme mein Geld innerhalb der nächsten 2-3h.

Bitte helfen Sie mir, mein Geld wieder zu bekommen.

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 kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

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?

Ich kann die Kommunikation leider nicht mehr aufrufen, da mein Konto blockiert ist. Ich habe den Live-Chat gebeten mir eine Kopie des Chats zu schicken, jedoch geht das nicht, haben die mir gesagt 🙁

Kann ich sonst irgendwie was machen?

Thank you very much, Sabsi, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) 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.

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.

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.

Hello Stefan,

Thanks for the help. Can/may they simply block my account? Also, was my winnings simply withheld?

Hallo Stefan,

danke für die Hilfe. Können/Dürfen die einfach mein Konto blockieren? Auch wurde mein gewonnenes Geld dort einfach einbehalten?

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 stefan.m@casino.guru.

Thank you very much in advance for providing the information.

I'll be awaiting your reply.

Hi Stefan,

We’ve sent you an email with detailed information regarding this complaint — please check your inbox.

Dear WinSpirit Casino,

I have responded to your email.

I'll be awaiting your reply.

Hello Stefan,

I'd like to say "thank you" here, you're a sweetheart!

Hallo Stefan,

möchte hier zwischendurch mal "Danke" sagen, bist ein Schatz!

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!

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.