Spirit Casino - Player’s account is closed with funds blocked.

Spirit casino has disabled my account with a withdrawal of 920€ in the account.

i reached to them via email and they responded by asking me for picture from my skrill account with deposits shown. I explained that i dont have skrill account and i have been using skrills rapid transfer which is a IBAN deposit method that you dont need skrill account for.

its confusing since on the deposit page there is just skrill when you press deposit with skrill a new window pops up where you can choose skrill wallet or rapid transfer but even if you choose rapid transfer it will show in your deposit history only "skrill" i sent the receipt of the last deposit to their casino from my bank but they are very slow to answer via email 30~ hours by now.

I would expect more swift communication in a situation like this where my account is disabled and my funds stuck in the casino

i add pictures here that demonstrates what i explained with the deposit when you deposit with skrill option but it opens a new window. Its from a different casino since my account is disabled but works excactly the same like in spirit casino.

i would like to add that this is not the first time running into this excact problem with a casino and having to explain this but never had i had my account disabled from a casino with zero communication before i contact them.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts 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 @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

 

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?
• How did the casino inform you about the blocking of your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue, such as your explanation of the situation to the casino and the casino's responses? Send emails or chat transcripts to my email at [email protected], 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

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

looking from the past emails i would say that i have been a player at spirit casino since from around 04.2025

How did the casino inform you about the blocking of your account?

casino did not inform me at all. I found about the accout being disabled after two days of submitting the withdrawal trying to log in to the casino to check the status of the withdrawal

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

i played slots to be excact i played slot rise of olympus extreme

Did you achieve your current balance with the help of a bonus?

when i made a deposit i took a bonus to receive 100 free spins to a new slot but didnt activate it straight away and proceeded to play and win on my real money. After the win i submitted the withdrawal and after that activated and played the free spins.

i have sent the emails from the talk with spirit casino to the email thats you specified

Hello the casino has paid me and the case is resolved thanks for the help casinoguru team.

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

Dear samiboi87,

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