The player from Austria sought clarification after her winnings were removed following a withdrawal request. She had met the wagering requirements of a €70 bonus and was initially allowed to withdraw part of her balance, then continued playing and increased her winnings to approximately €9,000. The casino applied a maximum withdrawal cap of 10 times the bonus amount (€700), which led to the cancellation of subsequent withdrawals and the confiscation of the remaining bonus-derived balance. We reviewed the case and determined that the casino acted according to its published bonus terms, although we noted a lack of clarity and transparency in the communication and bonus conditions. Due to the player's lack of response to our final inquiries, the complaint was closed at that time.
Spirit Casino - Player's winnings were confiscated.
Player stopped responding
Amount: €9,000
Spirit Casino
Safety Index 8.8 HighCase summary
Before my winnings were removed, I contacted the casino support to clarify whether the information they sent about bonus limits had anything to do with my withdrawal.
The support agent clearly told me that the message was only general information about bonuses and had nothing to do with my cashout.
At that moment my withdrawal was still marked as "pending", and the support confirmed there was no problem with my payout.
However, shortly after that conversation, my winnings were removed and limited due to bonus rules.
This is very confusing and unfair from my perspective, because I specifically asked the support if that message affected my withdrawal, and they clearly stated that it did not.
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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.
- Were your winnings removed completely, or only partially? How much was left on your account after the winnings were removed?
- Have you passed account verification in the casino recently or in the past?
- Would you be able to share the relevant screenshots from your transaction history to better illustrate how much you deposited, won, and how much of your winnings were removed?
- Send the evidence 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
Player's message (translated)
Dear team,
I would like to explain the course of my case in detail once again.
I received a €70 welcome bonus with a total wagering requirement of €700. While the bonus was active, I played with relatively small bets (around €1–2 per spin). In this phase, I won an amount of about 1000-1200 €.
I then contacted support to clarify whether I could already withdraw the money. The support told me that I still had to fulfill about 200 € in sales before a payout was possible. I then continued playing to meet the remaining wagering requirements.
Finally, according to my account, I reached the status of "wagering requirement" (702.2 / 700 €). This meant that the bonus was fully implemented.
After the wagering requirements were met, I continued to play with the existing funds in my account. During this phase – i.e. after completing the wagering requirement – I made a bigger profit in the game "Legacy of Dead", which increased my account balance to several thousand euros.
I then made several withdrawal requests (e.g. €2000, €4000, €1500, etc.). However, these disbursements were later rejected.
Before the rejection, I had asked the support again if a message about bonus rules concerned my withdrawal. The support explicitly explained to me that this information was only of a general nature and had nothing to do with my withdrawal.
It wasn't until later that I was told that my winnings would be capped due to bonus rules.
From my point of view, this situation is very contradictory, as I had met the wagering requirements and the support had previously confirmed that the bonus information mentioned was not related to my withdrawal.
I therefore ask you to carefully check the timing of my gaming account, in particular when exactly the bonus was terminated and when the big winnings were generated.
Sincerely, *** Ljiljana
Thanks for the detailed explanation.
- At the moment you completed the wagering of the bonus, how much was your balance?
- Were your winnings capped to the maximum limit specified in the bonus terms and conditions the moment the wagering was complete?
- Would you be able to share specifics of the bonus you activated, including its terms and conditions, with me? Send this information to my email at tomas@casino.guru
Translation
Dear Tomas,
Thank you for your feedback.
I will gladly answer your questions:
At the time I had fulfilled the bonus wagering requirements, my balance was around €600–700. Unfortunately, I can no longer give you the exact amount, but it was in that range.
As far as I know, my winnings were not capped at that time. Nor were any such restrictions clearly communicated to me. On the contrary, I received information that I had fulfilled approximately 77% of the wagering requirements and only a small remaining amount was needed (I have already submitted screenshots of this).
Regarding the bonus itself:
I received a bonus of €70. During the game, I played with stakes of approximately €1-2. I then achieved a larger win (approximately €1,000+).
I then contacted support and asked when I could withdraw my winnings. I was informed that I still needed to generate approximately €200 in revenue to fully meet the bonus requirements.
After fulfilling these remaining conditions, my balance – as mentioned above – was around €600–700, and I assumed that this was now my withdrawable real money.
Only after fully meeting the conditions did I continue playing with higher stakes (approx. €5–10). During the bonus phase itself, I played exclusively with low stakes (€1–2).
I then continued playing with the already wagered and withdrawable balance and achieved a higher profit (approximately €9,000 in total).
From my point of view, these are winnings earned through regular wagering after fulfilling the bonus conditions.
I hope this information helps clarify my case.
Best regards
TranslationHere are just a few photos.
Thanks for your reply.
I recommend you request a game history from the casino and forward it to me for review.
To investigate the situation, we would require game history records starting the day you activated the bonus until the winnings were removed.
Please request these records from the casino in a format compatible with MS Excel, such as a .csv file
If the casino refuses to provide similar records to you, keep your communication with them as evidence and forward it to me instead.
My email is tomas@casino.guru
Thanks in advance for your cooperation.
Thanks for your messages and updates sent via email.
Was the casino able to process your request since your last response?
Looking forward to your reply.
TranslationThank you for your inquiry
The casino has not yet processed or resolved my request.
I was simply asked to provide additional identity information for verification purposes. I provided this information completely and immediately (name, date of birth, address, telephone number, payment methods, and game history).
Since then, I have received no further feedback regarding processing or payment.
Since I have already submitted all the requested information, I expect the verification to be completed within a reasonable timeframe.
I would be grateful if you could tell me how long this process usually takes, as the processing has already been delayed.
My problem persists and I am still waiting for a final resolution from the casino.
TranslationDear Mr. Tomas,
Thank you very much for your feedback and your support in my case.
As you recommended, I requested my full gaming history from the casino. The attached screenshot shows that I explicitly requested all relevant data via both live chat and email.
However, the casino did not provide me with a complete and structured game history in the requested CSV or Excel format. Instead, I only received incomplete or difficult-to-analyze data (e.g., as a PDF/export view).
I am fully complying with my duty to cooperate and hereby provide you with all currently available documents.
Based on my previous experience with this casino – particularly regarding my withdrawal – there are unfortunately frequent delays or inadequate responses, which is why I assume that the requested full game history may also not be provided properly.
I therefore ask you to take this into account when evaluating my case.
Should I receive any further or more complete data, I will of course forward it to you immediately.
Thank you for your support.
Best regards
I went over the information provided and reviewed the bonus history you sent me.
Did the casino provide you with information about the maximum cashout from the bonus (welcome VIP) either before the bonus was accepted or later?
Please let me know.
TranslationGood day, I have already sent you the information you requested via email.
Hello ljiljana3012,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear ljiljana3012,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
Hello ljiljana3012,
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case:
Dear casino representative, could you please check the case and explain to us what happened?
Dear ljiljana3012,
Based on the information I found on the casino’s website, it appears that your bonus may include a maximum winnings condition (likely 10× the bonus amount — in your case, €700). I was unable to locate the exact bonus you used; however, I am confident that the casino will provide the specific terms and conditions, which may explain the issue you are experiencing.
For now, the best course of action is to wait for the casino’s response.
TranslationThank you for the feedback.
I would like to clarify a few points here, as my case is not based on an ambiguity in the bonus conditions, but on verifiable facts:
1. I have fully met the bonus requirements.
2. After completing the sales conditions, this was explicitly confirmed to me by support.
3. From this point on, I continued playing exclusively with real money that had been unlocked (no more active bonus).
4. The resulting profits of approximately €9000 therefore do not come from an active bonus, but from my fully unlocked balance.
I can clearly substantiate all of the above points with screenshots and chat histories, especially the confirmation from support that the bonus conditions have been met.
For this reason, I see no legitimate reason why my profits should be withheld.
Should the casino invoke specific bonus rules, I request that these be named specifically and that proof be provided as to how I allegedly violated them after completing the bonus.
I therefore request a clear statement from the casino on the following points:
- Confirmation that the bonus conditions have been marked as fulfilled
- Explanation of the basis on which winnings are withheld after the bonus phase has been completed.
- Specific reference to the allegedly violated rule (including time and reason). I am prepared to provide all evidence.
Hello everyone,
Thank you for your time and attention to this case.
We have sent our explanation to Matej via email and will proceed in line with his review.
Dear ljiljana3012 and Spirit Casino Representative,
Thank you for sending the email—I now understand what happened.
Ljiljana3012, as I mentioned earlier, your bonus is subject to the following rule:
"The maximum withdrawal is limited to 10x the bonus amount, unless otherwise stated in the bonus offer. This means that the maximum withdrawal is calculated as the bonus amount received multiplied by a coefficient of 10 (x10 by default). The maximum withdrawal from deposit Free Spins cannot exceed 10x the bonus amount received from the Free Spins play."
It is important to note that this rule refers to withdrawal, not winnings.
This distinction is crucial because it means that, after completing the wagering requirements, you are allowed to withdraw your winnings, but only up to a maximum of €700. In your case, after completing the wagering, you made a withdrawal but did not withdraw the full amount. You continued playing with the remaining balance, generated additional winnings, and increased your total balance.
When the casino reviewed your first withdrawal, they applied the maximum withdrawal cap. As a result, all funds connected to the bonus were adjusted accordingly—this included canceling any subsequent withdrawals and confiscating the remaining balance derived from the bonus.
Based on the casino’s rules, their actions are correct in this case. I understand that the response from support may have been confusing, and it would certainly be better if their explanations were clearer in the future. However, the maximum amount you can receive from this bonus is €700, and any additional winnings cannot be retained.
Dear ljiljana3012,
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.
TranslationHello Matej,
Thank you for the explanation. I understand your interpretation of the bonus rule, however, I still disagree with its application in my case.
The rule explicitly states a maximum payout of 10 times the bonus amount. However, after fulfilling the wagering requirements, I was initially granted a withdrawal, and my account remained active. I was then able to continue playing with my real money balance and generate further winnings without the system stopping me or automatically limiting me to the alleged maximum.
This is precisely where the problem lies: If the casino recognized that the maximum payout had already been reached during the first withdrawal, then either:
The payout must be automatically limited to the permitted amount.
the remaining bonus/winnings balance must be removed,
or that further gambling with these funds must be prevented.
Instead, I was allowed to continue playing, place further bets, and accumulate additional winnings. Only after a significantly larger sum had accumulated were the winnings retroactively canceled. From a player's perspective, this creates the impression that the winnings were valid and the balance was normally available.
Furthermore, I find the bonus terms and conditions misleading on this point. The wording does not sufficiently differentiate between "winnings," "balance," and "maximum withdrawable amount," especially not in situations where a player can continue playing after successful verification and a permitted withdrawal.
I therefore continue to request a fair reassessment of the case. At the very least, in my view, the winnings generated after the initial payout should not have been retroactively treated as "bonus money" after the casino had actively permitted the further use of the funds.
Thank you.
Dear ljiljana3012,
Thank you for your detailed reply — your reasoning is understandable, and I want to address it directly rather than simply repeat my previous explanation.
You are raising what is, in my view, the single most problematic mechanic in the way bonuses with maximum withdrawal caps are designed today: the "double cap" effect. The moment your bonus-derived balance exceeded €700, every euro above that figure was, from the casino's perspective, already non-withdrawable. Any further play with those funds — even after a partial withdrawal, even with what appeared to you as your "real money" balance — is, under the terms you accepted, still considered play with bonus-derived funds until the bonus winnings have been fully withdrawn. From your perspective the balance looked unlocked; from the casino's perspective the cap had already been triggered and applied retroactively at the point of the next withdrawal request. Both readings feel true, and both are, in their own way, correct — which is exactly why these cases are so frustrating to mediate.
To your specific objections:
You are absolutely right that, ideally, the system would either (a) automatically cap your balance at €700 the moment the bonus winnings hit the limit, (b) remove the excess, or (c) prevent further play with those funds. Any of these would resolve the ambiguity in the player's favour. Unfortunately, the casino's terms do not commit them to any of these behaviours. They commit only to capping the withdrawal at 10x the bonus amount, which is what they did. From a strict T&C standpoint, the casino has not broken its own rules.
I also agree with you that the distinction between "winnings", "balance", and "maximum withdrawable amount" is poorly explained in the bonus terms, and that confirmation from a support agent that "wagering is complete" creates a reasonable expectation that the balance is fully yours to play with as real money. This is a transparency failure on the casino's part, and it is the type of issue we flag in our overall assessment of operators. However, a transparency failure of this kind does not, on its own, give us grounds to require the casino to pay out the additional winnings, because the underlying rule was disclosed in the terms you accepted when claiming the bonus.
What this means in practice:
I am not able to force a reassessment that overrides the bonus terms, and based on everything I have reviewed, the casino is within its rights to apply the €700 cap and confiscate the bonus-derived balance above it. I understand that this is not the answer you were hoping for, and I want to be transparent that this is a structural problem with how these bonuses work across the industry — not something unique to this casino or to your case. It is a problem I and the Casino Guru team raise regularly, including in our public writing on bonus mechanics, precisely because outcomes like yours feel unfair even when they are technically compliant with the rules.
Before I close the complaint, I want to give you the opportunity to respond. If you have any further evidence that the casino communicated something to you that contradicted the €700 cap — for example, a support transcript explicitly stating that your full balance was withdrawable without limit after the wagering was met — please share it, and I will review it carefully. Otherwise, I will be forced to close this complaint as "rejected" on the basis that the casino acted in line with its published terms, while noting the transparency concern in our internal records.
I am sorry I cannot bring you better news on this one.
Dear ljiljana3012,
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.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Matej
Casino.Guru
