The player from Austria had his account blocked due to gambling addiction, but it was reopened by Winspirit, allowing him to lose more money. He subsequently requested a refund for the losses incurred since the account reopening. The Complaints Team reviewed the situation and determined that there was no documented evidence of a permanent self-exclusion request due to gambling addiction prior to the account's closure on March 25, 2025. Consequently, the complaint was rejected as the casino had followed its responsible gambling procedures once notified of the player's concerns.
WinSpirit Casino - Player requests refund after account is reopened.
Closed
Our verdict
Insufficient evidence from player
Amount: €500
WinSpirit Casino
Safety Index:Very lowCase summary
Discussion
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10 months ago
Translation
Good day,
I had my account blocked a long time ago because I'm addicted to gambling! Winspirit reopened my account anyway, and I was able to lose money again despite my gambling addiction! I therefore request that you please refund the money I've lost since reopening my account!
Automatic translation:
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10 months ago
Dear ChrisHC99,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please specify when exactly your account was blocked for the first time? Please forward me the original account closure requests along with the casino's responses at veronika.f@casino.guru.
Did you request permanent closure back then?
When did the casino reopen your account? Did you receive any message or notification that your account is going to be open again?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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10 months ago
Dear ChrisHC99,
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.
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10 months ago
Dear ChrisHC99,
We’re sorry to hear about your experience and appreciate you taking the time to share your concerns.
After thoroughly reviewing your case, we would like to clarify the following: Your account was initially closed last year for a reason unrelated to gambling-related harm. At the time of your first closure request on April 9, 2024, no mention of gambling addiction was made.
As a result, your account was reopened on March 19, 2025, in accordance with our standard procedures. A new closure request was submitted on March 21, 2025, again without reference to gambling addiction. Therefore, your account was placed in a standard Cooling-Off period, as per our internal policy.
On March 25, 2025, you informed us of your gambling-related concerns. Your account was then immediately and permanently closed in response to this notification.
Based on the timeline outlined above, we regret to inform you that we are unable to offer a refund, as the circumstances do not meet the conditions for reimbursement.
We strongly encourage you to seek support from professional organizations that assist individuals experiencing gambling-related difficulties. You can find links to such services in the footer of the website.
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10 months ago
TranslationGood day,
Why else would I close my account if I don't have a gambling addiction? For what other reason would I close my account? When I requested an account closure, I mentioned that I no longer have control over my gambling behavior and that I have a gambling addiction.
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10 months ago
Dear WinSpirit Casino representative,
Thank you for reaching out to us and explaining the player's situation in more detail.
Dear ChrisHC99,
I have not received any emails, chat transcripts, or screenshots of your communication with the casino confirming that you requested to be self-excluded from the casino permanently due to gambling addiction. Please note that without such evidence, we won't be able to proceed with your case, and we will have to reject this complaint.
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10 months ago
TranslationHello, unfortunately I didn't save these emails! But as I already said, my account was closed in December 2024 due to gambling addiction! I am asking Winspirit to provide the chat logs! It should be clearly explained there that I have a gambling addiction! Furthermore, I also think it's bad that Winspirit doesn't ask why you want to close your account! If a player wishes to close their account, the casino must assume that the player is addicted to gambling and at least ask so that the player explains the reason for the closure! As I said, I am asking Winspirit to provide the chat logs!
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10 months ago
Dear ChrisHC99,
Thank you for your continued cooperation and for sharing more details about your situation.
After carefully reviewing all available information and giving the casino the opportunity to respond to your request, we regret to inform you that we cannot uphold your complaint.
Unfortunately, we did not receive any evidence indicating that you explicitly requested permanent self-exclusion due to a gambling addiction prior to March 25, 2025. Once you mentioned your gambling concerns on March 25, your account was permanently closed without delay.
Please understand that in order for us to assist in cases like this, we require clear and documented proof from the affected player that the casino was properly informed about the gambling-related harm at the time of the closure request. Since such evidence is unavailable and the casino appears to have followed its responsible gambling procedures once properly notified, we are unable to request a refund on your behalf.
We strongly encourage you to continue seeking support from professional organizations specializing in gambling-related harm. Resources and helplines are often listed in the responsible gambling section of casino websites.
This complaint will now be closed as rejected.
Best regards,
Veronika
Casino.Guru Team
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
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