Spirit Casino - Player's withdrawal is delayed due to bonus payout issues.

Hallo,

Ich hab in diesem Casino am 03.06.26 101.23€ (mit Crypto) eingezahlt. Auf diese Einzahlung hatte ich einen 50% Bonus den ich auch ordnungsgemäß Umgesetzt habe. Nach der Umsetzung spielte ich noch weiter und konnte mich auf über 3500€ hochspielen.

3000€ wollte ich dann irgendwann auszahlen und mit dem Rest später spielen.

Leider wurde dieser nicht ausgezahlt und einbehalten da ich angeblich das maximale Auszahlungslimt des Bonus überschritten habe obwohl dieser schon umgesetzt war.

Das restliche Geld konnte ich aber komischerweise ohne Probleme 2 Tage später auszahlen.

In der letzten Email stand etwas von Maximalgewinnbegrenzung.

Für mich macht das keinen Sinn, spiel ich doch im Casino um zu Gewinnen, was meistens nicht klappt.

Vielleicht können Sie das Problem klären, ich fühle mich etwas um mein Geld betrogen.

Liebe Grüße

David

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address 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.

• Were you at any point informed about bonus terms and conditions persisting after the wagering of the bonus was complete?
• Did your balance appear as real money after the wagering of the bonus was complete?
• Could you please specify how much your balance was immediately after the wagering of the bonus was complete?

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

Hallo,

• Nein darüber wurde ich nicht informiert
• Ja, ich hab immer wieder geschaut wann der Bonus umgesetzt ist da ich erst nach der Umsetzung in Live Casino gehe
• Nein, ich habe leider keinen Einblick auf meine Spiele Historie

In der letzten Email vom VIP Manager wurde mir ja auch bestätigt das ich die Umsatzanfoderung erfüllt habe.

Von einer Maximalgewinnbegrenzung die auch ohne laufenden Bonus gilt habe ich noch nie was gehört. Auch das Argument das man seine Gewinne nicht unendlich vervielfachen darf ohne Einzahlung ist sehr seltsam da ich ja Eingezahlt habe.

Ich hab auf die letzte Email vom VIP Manager nicht mehr geantwortet, da ich nicht das Gefühl habe man ist an eine Aufklärung interessiert.

Das Geld was ich auf meinem Guthabenkonto drauf gelassen hab und mit dem ich zwei Tage später kurz gespielt habe, wurde mir ohne Probleme ausgezahlt, dies waren 604€.

LG

David

Dear Ralekalalumus,

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.l@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 Ralekalalumus, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the voided winnings. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Spirit Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s winnings were voided and whether any information about the cap were displayed to provide information? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello Matej,

Thank you for taking over this case.

We have provided the requested information and supporting documentation by email and will await your review.

Please let us know if anything further is required from our side.

Thank yo uvery much for the details, dear Spirit Casino, I have responded to the message just now.

Dear Ralekalalumus, to keep you in the loop: the casino representative has messaged me your gameplay history and details of the bonus you have used, for further context. I now understand what happened and asked further clarifying questions. Once I hear back, I will post further update and advise next steps.

Hello Matej,

Thank you for your update.

We have responded to your latest questions by email and provided further clarification regarding the application of the maximum withdrawal rule in this case.

We will await your review and remain available should any additional information be required.

Dear Spirit Casino, my response has been sent. Thank you. :)

Dear Ralekalalumus, while waiting for the caisno to respond, can you confirm whether you have been informed (either by a pop up window or any kind of message) about the need to request withdrawal after the bonus wagering has been finished? Cheers.

Hallo,

Nein daran kann ich mich nicht erinnern das ich über so etwas informiert wurde.

Ich schaute nur immer wieder mal wann der Bonus umgesetzt war.

Sonnige Grüße

Dear Matej,

Thank you for your latest message.

We have reviewed your comments and continued our discussion via email, where we have provided further clarification regarding our position. We will await your feedback and are happy to address any additional questions if needed.

Thank you for the e-mail, I have just sent a response.

Dear Ralekalalumus, in my latest e-mail I have asked the casino for their final decision on this issue. Once I hear back, I will post a complete update and advise next steps.

Dear Matej,

The requested information has been provided via internal communication for review. We are now awaiting your feedback and decision on the matter.

Thank you, I have responded to the latest message.

Dear Ralekalalumus, I have asked the casino representative to check with the management regarding reconsideration of this situation, and will provide you with an update as soon as I hear back.

A detailed response has been provided via email. 

My response has been sent.

Dear Ralekalalumus, I have asked the casino representative to let us know whether the management would be willing to rethink their decision and restore the voided winnings. Once I have the answer, I will let you know, and advise next steps.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Matej,

Thank you for your patience.

We have now sent you our response via email regarding this matter.

Thank you for the final statement, dear Spirit Casino, much appreciated.

Dear Ralekalalumus, after the conversation with the casino representatives, where we both explained our position on this matter in detail, we have reached an impasse.

Casino Guru believes you are entitled to your winnings, as at the time of finishing the bonus wagering you were below the bonus cap, therefore the need to withdraw the money just to re-deposit them back to cancel the bonus rules, is an unnecessary hurdle. And since skipping this step did not give you any unfair advantage in gameplay, I do not see the reason for voiding your winnings.

The Spirit Casino's point of view is that you have agreed to the bonus rules, which states that the bonus winnings cap is active until all the money related to the bonus are withdrawn. By returning the funds, it could render the bonus rules useless, even non-enforceable in the wider scope, and potentially open options for fraudulent individuals for exploitation in the future.

Since we both "agree to disagree" with our views, I am afraid there is nothing more I can mediate on your behalf. Going forward, I will mark the complaint as "unresolved" in our system, and it will negatively impact casino's future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej