Spirit Casino - Player's account has been closed after withdrawal request.

Hi Team,

ive made 3 deposits at Spirit Casino (www.spiritcasino.com) of ~50€, ~25€ and ~25€ each of them was with a bonus (Casino sent promotion e-mail advertising increasing bonuses on a # of deposits). Lost first two deposits and managed to wager the 3rd one (slots only, no rules broken), played for quite a while beyond wager requirements. Requested withdrawal of 180€ to mifinity in the end, my account already being fully verified from earlier withdrawals. The next day my account gets deactivated so I contact Spirit Casino via chat. Transcript of the chat is attached.

I do not think it is rightful to request further identification for a now deactivated and formerly fully verified account, however I still complied with the request and sent a perfectly fine bank statement as well as selfie with ID. Of course both get rejected for shady reasons so the casino does not have to pay out my winnings.

Please help!

Thanks,

Tim

Hello,

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 documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please clarify when exactly you requested the withdrawal? 

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi,

as per KYC Standard I was already fully verified for Identity (Passport), Address (Bank Statement) and Payment Method (Screenshots from wallet) since early April 2025. All documents were correct and in the right format, hence they were approved 3 months ago.

I requested the withdrawal in question yesterday in the morning and my account got deactivated in the afternoon. I contact chat (chatlog provided to you) and they refuse to give a reason for account deactivation, only calling it a final management decision.

In order to receive my funds I am now being asked to again verify for adress (which I was already verified for) and send a selfie holding up my passport for an already verified but now deactivated account. I don’t think that is ok to start with, but I comply with it anyways (yesterday) to quickly solve the problem and move on but - surprise - both files now get rejected. I believe that this is fraudulent behavior and I am simply being bullied out of my winnings.

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include your verification documents as well.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Starss,

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.

Hi Katarina,

I am on vacation now and given the relatively low amount of money involved I don’t think it makes sense for me to collect the information you requested. Just make sure other players are aware of how this Casino may treat them.

Thank you for your Support, please close the complaint at your own discretion.

T**

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.