Spirit Casino - Withdrawal of player's winnings has been delayed.

I have multiple missing withdrawals totaling 1140€. The first one was 440€ (ID: APM143) on May 4th, followed by several others totaling 700€.

In the casino system, all these transactions are marked as 'Completed', but the money never arrived at my Sparkasse bank account. I have strictly followed all their instructions: I waited the 7 business days they requested, I sent several emails to the support team with my official PDF bank statements as proof, and I also uploaded the documents to my profile.

Despite this, I have received no email replies, and the chat support (Felix/Amelie) just tells me to 'wait until tomorrow' without providing an ARN number or any proof of payment. It has been 9 days since the first withdrawal. This is a clear case of withholding player funds."

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Dear NaraiNorbert,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Karla, thank you for your response. Just to clarify, the 1140€ is not a pending withdrawal. The casino marked it as 'Completed' on May 4th. I have already provided my PDF bank statements showing the money never arrived, but they refuse to provide an ARN. I will wait until May 18th as you suggested, but please be aware that the casino is using stall tactics despite the status being 'Completed'. Thank you."

Additional information: My account is fully verified. I have had successful withdrawals from this casino before (200€ and 250€), which arrived instantly or within 1 day. This proves that my bank details are correct and my account is functional. The only difference now is the larger amount (1140€), which they are refusing to pay despite my previous successful history with them."

Update to my complaint - Precise timeline of events

"I would like to provide the exact timeline and data regarding my missing funds to speed up the investigation:

• Original Withdrawal Date: May 7, 2026. Two transactions were initiated: 440 € and 700 €.

• Today's Update (May 13, 2026):

• 16:00 (approx): The Casino credited back the 440 € to my gaming balance, admitting a technical error.

• 16:16: I initiated a new withdrawal for the 440 € via Bank Wire (SEPA) to my Sparkasse account.

• The 700 € Issue: The Casino still refuses to credit back the 700 € from the same day (May 7). They claim the '7 business days' processing time must expire first.

• Deadline for 700 €: According to their 7-business-day rule, this period expires on Monday, May 18, 2026.

• Proof provided: I have uploaded my bank statement (Sparkasse Leipzig) which clearly shows that NO funds (neither 440 € nor 700 €) arrived between May 7 and May 13.

It is logically impossible that one transaction from May 7 suffered a technical error while the other from the same day and system is supposedly 'fine'. I ask Casino Guru to intervene so that the 700 € is also returned to my balance immediately."