WinSpirit Casino - Player is struggling to retrieve his winnings.

I have been asking for my money back of this casino quite some time now, it's amount for $5000. I have made multiple deposits onto this platform. I'm having problems with this platform and its partnering platform. LuckyHills this casino windspirit has told me that when I deposited used a deposit bonus, their second deposit bonus. That's why I didn't received my money. I have stated to them my deposits. I did not use a deposit bonus therefore, they have added it to a second bonus deposit that I did not use which they claimed are used, I use their first deposit bonus, I do not know if it rolls over, but when I've deposited, I did not use no bonus deposit and when I've completed their wager. My balance went from 8000 to 3000 i have talked him straight away. They did not do nothing for me to give back my money. They said to me, your $8000 turned from bonus money to real money when I did not use no deposit bonus on their platform only for the first deposit. I have done. So frustrated at both partnering platforms, they have misled and misguided me throughout my journey with not what to do to get my funds back. I have got proof and photos showing from my first deposit to my 60 posts, it does not make sense what they are telling me and I have got them in life chat saying I deposited 320. It all doesn't make sense. I will show you the feathers what I mean. But they are just misleading me and misguarding me, because I because I have won more than I have deposited into this system. That's why I did neglecting me from getting my money. You can say my first deposit was $35to160.100 another100 after that is 300 50 and 100. Do not See the deposit for my second bonus. For that. They claimed that are unused for 320. And my deposit for 300 is the sixth deposit that I have made. I am pretty sure that if I use the first deposit ended a deposit. The second deposit without using their bonuses. I did not get that on my third fourth fifth deposits. The bonus is gone, therefore I think they have edited it. Cause I have won more than I have put into the casino. This is why I think they did not want to pay me the full amount of 8000 and if you look at the order of my deposits, it does not make sense. I did not deposit 320 for their second deposit bonus deposited 160. On my second deposit on this platform i do not know why they have done this to me. They have taken a lot of money from me, which is legitimately if you have a look at the photos you will make sense of what I am talking about from her chat that I have talked about to the deposits. Just don't get where both platforms are bullying. Me and I'm not enjoying it here. Normal.

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Dear AloneInAus,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with WinSpirit Casino. I'm afraid I will need more information regarding your problem. Could you please clarify the issue you are experiencing? Specifically, has the casino placed a cap on your winnings due to them being associated with a deposit bonus? Additionally, was the bonus applied without your prior knowledge?

Thank you in advance for your response.

Best regards,

Attila

Hey thank you so much I use the first deopsit bonues then I use the second deopsit after using all of that I have deopsit 300 aud back in to there platform without using any deopsit bonus just 300 aud real money. I won up to 8000 aud at some point my funds when from 8000 back down to 3000aud I straight away ask there support they claim i use the second bonus deopsit and I have deposited 320 dollars for it. I told them no I didnt I use no bonus deopsit. My deopsit for 300 was real money. They claim I use the the second bonus deopsit when you can see my deopsit for 300 is the 5 one the top I use no deopsit bonus they has have added it to cap me winning the 8000 aud so I only won 3000aud you can look at my deopsit history with them I will send it to you in emails I got proof of chat too. You will understand when I send you photo. I have explained. To them I had 2 cents left it my account at the time of deopsit they starting telling me if you balance goes below 50 euro it will automatically be cancelled by the system i told them so manytimes I was on two 2 cent deopsiting I they added my deopsit to a bonus I did not accepted or use or activated they have done so because of pay out is cap for me st 2000 a week they didnt want to pay me the full amount.

Please read there support chat

I kept on explaining im was on 2 cents balance how can the bonus be active still And they added my deopsit to the bonus to cap my winning at 3000 aud.

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

• Could you please confirm if you have manually canceled the second deposit bonus before proceeding with your next deposit?
• Could you please attach a screenshot of your bonus history?
• Did the bonus still appear as active at the time when you made your next deposit?

Thank you in advance for your reply.

Its not even in my history second deopsit my account doesnt show it and yes I did cause I dont use it.

Dear AloneInAus, thank you for your response. In order for us to process, could you please attach a screenshot of your bonus history as well?

Thank you very much in advance for your cooperation.

hey this is all of it. All my bonus history let me know if you need snyrhing elsse

Dear AloneInAus,

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, Samuel (samuel.s@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,

Attila

Im really hope Samuel can resolves this situation. I really dont hope so cause they can think on the account I really hope you can get it back Samuel thank you.

Dear AloneInAus,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from WinSpirit Casino to join this conversation. Their input will help us better understand the situation and move the case forward.

Dear WinSpirit Casino,

Please provide detailed information regarding the player’s issue, specifically a clear explanation for the change in the player’s balance and the decision to reduce the winnings.

Please also include any relevant supporting information or records related to this case.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hey Samuel thank you hopefully winspirit give rhe winnings back.

Dear Samuel,

We’ve already shared our response with you via email—please take a moment to check your inbox when convenient. If you’re unable to locate it, just let us know and we’ll be happy to resend it right away.

Dear WinSpirit Casino,

thank you for your message.

You may proceed with requesting additional confirmation from the player if you consider it necessary for accurately identifying the activity in your system. Please ensure that any such request is clearly communicated directly in the complaint thread so it can be properly followed up.

At the same time, I would like to note that this step should not delay the ongoing review of the core issue of the complaint. Once the account/activity identification is confirmed, I expect the discussion to continue with the relevant bonus, wagering, and balance adjustment details.

Thank you for your cooperation.

Dear Samuel,

We have already forwarded our detailed response to your email address — kindly check your inbox at your earliest convenience. Should the message be difficult to locate, please do not hesitate to reach out and we will promptly resend it.

Dear Winspirit,

Your a scam and you know you took my winning funds you cant even be transparent about your bonuses this is why you took my winning of 5000 aud just a little abit of proof your platform is a scam look at these photos if this is not misleading and scamming player I dont know what is and your system cant get this wrong remember your system is 100% perfect like you said so why is it that you took my winning and now this 2 photo im going to upload show your system is not perfect but your platform like to mislead and scam me? What 20% turns into 10%? LMAO. I can confirm yous are a scam and you took my winning of 5000 dollars too LOL

Dear winspirit,

I kindly ask you to be transparent stop lying about these i get told 12 hours then you and whoever like to be like this and change it to 12 business hours I know your plstfrom is a scam and like to mislead misguided and likes to lies about the smallest things even a time FRAME. My matter is about the winnings you took from me how can people even trust a platform that even lies about a time frame. And when your licence to operate a casino platform and you cant even be transparent and a time frame immediately we all know you took my winnings of 5000 aud dollars say alot about you guys actually tsking my funds proofs you did take my funds.

Hello everyone,

Thank you both for your updates and the information provided so far in this case.

WinSpirit Casino, thank you for your response and for confirming that your detailed explanation has already been sent to me via email.

At this stage, I would like to clarify one key point in order to properly assess the case and ensure full transparency of the bonus application process.

Could you please confirm and provide evidence of the following:

• whether the second deposit bonus was explicitly activated by the player (for example via opt-in, click acceptance, or similar action), or whether it was automatically assigned by the system after the deposit,
• the exact timestamp and method of bonus activation,
• and any supporting logs showing how and when the bonus became active on the player’s account.

Additionally, please confirm whether the player had a clear and visible option to accept or decline this bonus prior to starting gameplay connected to it.

This information is essential in order to determine whether the bonus was applied under an informed and intentional decision by the player, or as an automatic system-driven process.

Once this is clarified, I will proceed with the next step of the assessment.

Dear Samuel,

We have forwarded a detailed response to your email address covering all the points you have raised. We kindly ask you to take a moment to review it at your earliest convenience.

Should you have any further questions, we remain fully available to assist.

Thank you for your cooperation.

Hello everyone,

after carefully reviewing all the information and evidence provided by both sides, including the bonus history, activation flow recordings, support chat excerpts, and the additional materials submitted by the casino via email, I have reached my final conclusion regarding this case.

Based on the available evidence, I find that the casino has sufficiently demonstrated that the disputed second deposit bonus was not applied automatically, but required an active selection by the player during the deposit process. The provided recordings clearly show that the player had the option to either activate or decline the bonus before completing the deposit.

Additionally, the support chat shared by the casino indicates that the player was aware of the existence of the bonus and specifically discussed the maximum win limitation connected to it. The records provided by the casino are also consistent regarding the activation timestamp, wagering completion, and subsequent application of the maximum payout cap according to the bonus terms.

While I understand the player’s frustration with the outcome, I was not provided with sufficient evidence proving that the bonus was activated without consent or incorrectly applied by the system.

For these reasons, I am unable to conclude that the casino acted unfairly in this case.

As a result, this complaint will now be rejected.

Thank you both for your cooperation throughout the investigation.

Best regards,

Samuel

Casino Guru