The player from Austria had repeatedly requested account closure from Win Spirit due to significant losses, but had not received the necessary email for self-exclusion. Despite her attempts, her account remained active, and she sought the return of her funds. The Complaints Team had facilitated communication with the casino, leading to the eventual closure of her account. The complaint was then rejected upon her explicit request, as an agreement had been reached with the casino.
WinSpirit Casino - Player’s account closure request is delayed.
Closed
Our verdict
Other
Amount: €2,000
WinSpirit Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
Hello! I have a problem with Win Spirit. I've tried several times to close my account because I lost a lot of money there, but I continued playing anyway. I tried several times in the chat to close my account, and the employee replied that I would receive an email regarding self-exclusion. I never received this email, and of course, I continued losing. I would now like my money back because I have repeatedly asked them to close my account immediately, but it never happens. Please help!
best regards, Claudia
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6 months ago
Dear claudi3110,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino via email along with the casino's responses? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
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6 months ago
Translation
Hello!
Thank you for your help. The account has finally been closed!
Best regards
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6 months ago
Translation
But I didn't get the money I lost back. Unfortunately, I didn't save the emails. But I asked several times in the chat to close my account because I was suffering from large losses. Unfortunately, I continued playing anyway, as I apparently have an addiction problem.
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6 months ago
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Update: My account hasn't been blocked yet. It's still open.
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