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."

Update: Die 440 € sind immer noch nicht auf meinem Bankkonto (Sparkasse) angekommen, obwohl der Status auf 'Success' steht. Zudem steht noch eine weitere Auszahlung von 700 € offen. Es geht insgesamt um 1140 €. Ich befürchte, dass das Casino wieder nur Zeit gewinnen will, wie beim letzten Mal, als sie das Geld nach 9 Tagen einfach zurückgebucht haben."

The majority of this amount (€810 out of €1,140) consists of my own deposits. The casino is withholding my original funds, not just winnings."

Dear Moderator, I am attaching a screenshot of my live chat with the casino today. As you can see, their support is completely text-book scamming and contradicting themselves. First, the agent (Lia) claims that my bank rejected the transfer and sent it back. Right after I challenged this claim, they immediately changed their response to 'Your payout will be received shortly' and then closed the chat. This clearly proves they are lying and using cheap stall tactics to avoid paying my €1,140. Please help me get the official transaction details from them."

😂

Dear NaraiNorbert,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

Thank you for taking over my case. Unfortunately, nothing has changed. I have checked my Sparkasse bank account today, and I have still not received any money from the casino.

As you can see in the chat screenshots I uploaded earlier, their support is just stalling. First, they kept telling me to wait, and then an agent named Alice completely confused my account, telling me that I can only withdraw "500 AUD" (Australian Dollars), even though I live in Germany and my account is in Euros.

It is clear that they are just using automated template answers to delay my €1,140 payment and they are not cooperating.

Thank you for your help, and please involve the casino now so we can get answers.

Today is Tuesday, May 19th. The 7 business days for the 700€ withdrawal have officially passed, and I still have not received the money in my bank account."

Dear Karla,

I am writing to you because I see the countdown timer is running down (only 6 days left), but I have already uploaded all the requested evidence.

Today, I personally visited my bank. They officially confirmed that my account is fully operational and they have NOT rejected or blocked any incoming transactions.

I am attaching the official bank statement (Kontoauszug) from May 1st until today. This document clearly proves that neither the €440 nor the €700 withdrawal has ever reached my bank account. The issue is definitely on the casino's side.

Please review my uploaded proofs as soon as possible, stop the countdown, and contact the casino immediately to locate my missing money.

Best regards,

Norbert"

Hello Karla, here is an important update on my case (ID: 210336), as the situation escalated dramatically today:

1. The €440 withdrawal: The casino cancelled this payout AGAIN today and credited the money back to my casino balance for the second time. I went to my Sparkasse bank in person today: the bank explicitly confirmed to me that absolutely nothing was blocked or rejected on their end. Stable Tech N.V. is lying.

2. The €700 withdrawal: This payout was requested on May 7th. Today is already the 9th business day—the casino's 7-business-day deadline has long expired. Today, I uploaded the requested official PDF bank statement (Kontoauszug) to my casino profile, proving that not a single cent has arrived. The live chat support only replied that they are forwarding it to the "responsible department" and that I should just wait.

The casino is intentionally delaying everything, using cheap excuses, and refusing to pay. I have provided all the requested evidence. Please take over the case officially now and set a public deadline for the casino. Thank you!

Unbelievable update! Just minutes after the €440 was returned, they have now credited the €700 withdrawal back to my casino balance as well! 

So right now, the entire €1140 is sitting on my casino account because they cancelled absolutely every single withdrawal. They realized they couldn't lie anymore about the bank statements I uploaded. This is a massive joke and clear delay tactics. Please help me get them to pay out everything properly!

Dear NaraiNorbert, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Dear Karla,

Just to confirm, I have just sent you the email with the most important screenshots and the official email from the casino regarding the cancellations. 

Thank you,

Norbert

Dear NaraiNorbert,

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, Hadi, (hadi.a@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,

Karla Mayfly

Thank you very much, Karla, for your help and for reviewing my case! I look forward to working with Hadi to get this resolved.

Dear NaraiNorbert,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spirit Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spirit Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear Hadi,

Thank you for taking over my case. 

There are no new updates on my end. The situation remains exactly the same: the entire €1140 is still sitting on my casino balance, and I have not touched it. 

I am waiting for the casino's response here. Thank you for your help!

Best regards,

Norbert

Dear Hadi and NaraiNorbert,

Thank you for bringing this matter to our attention.

After reviewing the case, we would like to provide some clarification regarding the withdrawal attempts.

We have already attempted to process the player's withdrawals via bank transfer. However, the payments were repeatedly rejected on the receiving bank's side and subsequently reversed, resulting in the funds being returned to the casino balance.

Unfortunately, this is not something we are able to influence or resolve from our side, as the rejection occurs after the payment has been sent and is handled by the receiving banking institution.

In order to move forward and resolve the situation, we would like to ask the player whether an alternative bank account is available. If so, we would be happy to review that option and attempt the withdrawal through a different account. If this is not possible, we can also explore alternative payment methods that may be suitable for both parties.

We remain committed to finding a workable solution and completing the withdrawal process.

Dear Hadi, Dear Spirit Casino,

Thank you for the update. 

Since you mentioned issues with my local bank, I am happy to use my Revolut account instead, which is under my own name and fully verified. 

Please let me know if I should provide my Revolut details here via a secure private message, or if you will enable the Revolut withdrawal option directly inside my casino profile. 

Given the previous weeks of delay, I request that the payment is processed as an Instant Transfer.

Best regards,

Norbert

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

Dear NaraiNorbert,

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,

Hadi