The player from Germany had registered with Spiritcasino and successfully deposited €250, but his account was deactivated without notification. He was unable to access live chat and did not receive responses to his emails. The Complaints Team acknowledged that the casino had closed his account, which was attributed to alleged gambling problems, despite the player not having mentioned such issues. However, since there were no outstanding funds in his account at the time of closure, the complaint was ultimately rejected.
Spirit Casino - Player’s account has been closed.
Closed
Our verdict
Other
Amount: €250
Spirit Casino
Safety Index:HighCase summary
Discussion
Public
Public
7 months ago
Translation
Hello, I registered with Spiritcasino on September 18, 2025. All my details were correct, and I was able to easily deposit approximately €250 via instant bank transfer within two days.
Now my account has simply been deactivated without any notification. Live chat is only available when logged in, and my emails aren't being responded to.
Maybe you can help me.
greeting
Automatic translation:
Public
Public
7 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
When exactly was your account blocked?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
What was the real-money balance in your account when the casino closed it?
What types of games did you play?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
7 months ago
TranslationHello again, I hadn't submitted any documents yet. The casino has since responded, saying that the decision came from the administrator and apologizing for my gambling problems. I never mentioned anything like that. They simply closed my account, accused me of gambling addiction, and responded very late.
There was no money left in my account.
greeting
Automatic translation:
Public
Public
7 months ago
Dear Lesane007,
Thank you for your reply. We understand your disappointment with the casino’s decision. However, please note that casinos, just like any other business, may choose who they provide their services to. Since your account was already empty at the time of closure and there was no balance left to be paid out, there is nothing we can do in this case.
We only intervene when there are outstanding funds or clear evidence of unfair treatment regarding withdrawals. As this does not apply here, we must reject your complaint.
Thank you for your understanding.
Best regards,
Veronika
