Spirit Casino - Player’s account has been closed after winning.

A couple of weeks ago I won 14,000

I used a bonus of 50 free spins on snoop dogg dollars from there my balance went up I successfully wagered it and kept playing, I eventually got up to 7.5k and and changed games to Buffalo trail I won 7.5 there aswell. I kept playing and started to withdraw at 14k

they said they can only do $5000 a week . I was also sent a congratulatory email by them for scoring a huge win.

I was able to withdraw 10k of the 14. On Monday I put my final withdrawal request if the remaining 4 thousand and they have disabled my account. I haven’t received the last of it.

I don’t bet too high I think the highest bet I did was $4 maybe . I didn’t violate any T&Cs or they wouldn’t have paid me the the previous 10k right?

I continued to deposit and use bonuses whilst I was waiting each week to withdraw that’s the only reason I can seen them maybe shutting down my account is bonus use. I didn’t win any off those bonuses. But that 14 thousand won was off my 4th or 5th deposit to that casino so I didn’t abuse any of those terms before winning big. I’m still owed 4 thousand dollars. If they want to do disable my account that’s fine but I am owed money I won it fair and square

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Was your account verified previously?
• Have you provided the requested selfie and other documents to the casino after these were requested from you?
• Could you please share with me the communication you exchanged with the casino after your account was closed and documents were requested? Send emails or chat transcripts 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

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Update they have accepted my documents and paid me my final $4000 thanks heaps for your help

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear MizLocky,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas