WinSpirit Casino - Player's account closure request ignored.

Hello Casino Guru and Radka,

Let me see what you've got 🙂 this should be an easy one.

I've tried to request refund of most of the deposits I made there and the casino did not want to even though I tried to close my account numerous times and the live agent's response was that he cannot and he can only set a cooling off period which obviously is their exploration tactic

My complaint here though is not for most of the deposits but the last 2 deposits that I made where their impudence just shocked me.

In the 2 screenshots you will see a reply to one of their emails telling them to close my account due to gambling problem sent on 26.10.

They took absolutely no action with this request which speaks what type of casino this is. I've played at so many casinos, even the ones that scam are immediately closing your account after mentioning "gambling issue". This is the first time I see such thing.

After this I've made 2 more deposits which you will see in the other screenshot and even though it's not a substantial amount these deposits must be refunded.

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Dear drgabber,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Players may permanently stop gambling by requesting Self-Exclusion via Support (live chat or email at support@winspirit.com).

Minimum duration is 1 year. Self-exclusion applies across all brands and platforms operated under the same license as WinSpirit. This means that once a player activates self-exclusion, access will be restricted across all associated websites and applications.

Your account will be fully closed and login access restricted. No marketing will be sent during the exclusion period. Reactivation is only possible after the exclusion ends and requires a formal written request.

1. Could you please provide the email address you used to register at this casino? Additionally, have you attempted to reach out to the casino via email with your request to close your account due to gambling addiction?
2. Have you completed the full KYC verification process, or submitted any identity documents to the casino for verification?
3. Could you kindly confirm in which country you are listed in the national gambling addiction registry?

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

Best regards,

Attila G.

Dear drgabber,

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,
Attila
Casino.Guru