WinSpirit Casino - Player requests a refund for technical errors.

Mein Name ist Ilija. Ich bin VIP-Spieler bei WinSpirit und spiele dort regelmäßig mit Echtgeld.

Am 10. Juni 2026 habe ich während mehrerer aktiver Spielsessions wiederholt technische Fehler auf der Plattform erlebt. Die Fehlermeldungen umfassten:

• Fehler 204 ("Kommunikationsfehler mit dem Casino-Server")

• "Unerwarteter Fehler – bitte den Kundendienst kontaktieren"

• "Bei der Verarbeitung der Anfrage ist ein technischer Fehler aufgetreten"

Diese Fehler traten bei mehreren verschiedenen Spielen auf — darunter Wild Cash X9990, Howling Wolves Megaways und Lady Midas — und das sowohl über WLAN als auch über 5G-Mobilfunk. Ein Problem auf meiner Seite ist damit eindeutig ausgeschlossen. Alle Fehler sind mit Screenshots und genauen Zeitstempeln dokumentiert.

Dies ist nicht das erste Mal, dass ich diese Probleme gemeldet habe. Ich habe die technischen Fehler bereits mehrfach über den offiziellen Support-Chat angemerkt, was ebenfalls dokumentiert ist.

Heute habe ich insgesamt 1.400€ eingezahlt. Ich fordere die vollständige Rückerstattung dieses Betrags, da WinSpirits eigene AGB ausdrücklich besagen, dass bei technischen Fehlern, die von der Plattform verursacht werden, Rückerstattungen gewährt werden müssen.

Ich habe meinen VIP-Betreuer heute über WhatsApp kontaktiert. Er hat die Situation anerkannt und bestätigt, dass der Fall zur weiteren Prüfung an die zuständige Abteilung weitergeleitet wurde — mit einer zugesagten Rückmeldung innerhalb von 24 Stunden. Auch diese Konversation ist dokumentiert.

Ich bitte casino.guru um Vermittlung zur Rückerstattung meines heutigen Einzahlungsbetrags von 1.400€.

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Dear rkc_ilija,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you have faced with the casino platform.

To better understand and address your situation, could you please provide more details by answering the following questions:

• Do I understand correctly that you deposited €1,400 yesterday, and all this amount was fully wagered despite the technical problems with the casino games?
• Could you provide around what time the error started and what time did you stopped playing yesterday?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Your cooperation in providing these details will help us investigate and work towards a resolution. Thank you in advance for your reply.

Best regards,

Jean

Dear Jean,

I have just sent you a detailed email to jean.s@casino.guru with all relevant documentation attached, including a ZIP file with 16 labelled screenshots, my complete WinSpirit transaction history as an Excel file, and a screen recording of my account confirming my identity.

I have also included important additional context regarding my active OASIS player exclusion, which has been in place since 2023 and was confirmed by Casino Hohensyburg Dortmund. Despite this exclusion, WinSpirit granted me continuous access to deposit and play. The official written confirmation of the OASIS exclusion is currently on its way to me and will be forwarded as soon as I receive it.

Please let me know if you need anything else.

Best regards

Dear rkc_ilija,

Thank you for the additional information.

To better understand your case, could you please clarify the following:

• Were you able to complete any game rounds successfully between the technical errors, or were the issues occurring continuously throughout your entire gaming session?
• Did you notice any missing balances, unresolved bets, or game rounds that were not settled correctly as a result of these errors?
• Could you please provide the relevant betting/gaming history? You can post screenshots here.

Regarding the OASIS exclusion, please note that WinSpirit does not hold a German license, being registered in the OASIS player exclusion will not automatically prevent you from accessing the casino. If you wish to ensure that your account is closed and you can no longer gamble there, I would strongly recommend sending a clear self-exclusion request directly to the casino via email and keeping a copy of your request for your records.

Dear rkc_ilija,

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,
Jean
Casino.Guru