WinSpirit Casino - Player’s account has been closed.

Hi, 

Over the past three months, I have been playing online at Win Spirit Casino, operated by Complete Technologies N.V. During this time, I won a substantial amount of money, totaling over $1,500,000.00 AUD. Everything was going smoothly until last week when I won $700,000.00 AUD. However, when I requested my first monthly withdrawal on August 1st, my account was permanently blocked.

I contacted my support manager, who cited the Terms and Conditions, specifically Rule 7.1.6, which states that only one account is allowed per individual, household, IP address, and device. Here is an excerpt from that rule for your reference: "Only one Website account is permitted per person, house, building, mailing address, phone number, IP address, family, and device. In case of violation of this provision, as well as upon the suspicion of multiple registrations by a User or by a User acting in collusion or as a syndicate, the set-up of fictitious accounts or the use of front men, the Provider may change or terminate any bonus offer, cancel any winnings, block, or completely close one or all User's accounts."

In my household, there are my two children (under 4 years of age), my wife, and myself. My wife has never gambled in the 12 years we have been together, and I assure you that I have not attempted to create another account. These accusations against me are completely false and appear to be an attempt to invalidate my account and avoid paying my winnings.

I have asked the casino to provide evidence of my violation, but they have been unable to do so. Additionally, I have a substantial amount of screenshots and screen recordings of my winnings and account balances dating back to when I first started playing with Win Spirit, if required.

its now been a few months as I’ve been dealing with casinomeister but even though they are trying aren’t getting any results. The casino is now saying it was suspicious activity that closed my account but have continued to avoid showing zero evidence of any allegations. Over the past few month the list of evidence I have has grown and as a betting agency that’s happy to take people’s money and then not pay out these thief’s need to lose their licenses!

Are there any options available to resolve this matter?

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Is there any chance that someone else using the same IP address has created an account at this casino?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

I initially won the grand prize of 50,000aud on the slots but then accumulated majority of my winnings through live roulette.

As for IP address, it’s only my wife that would have access and she doesn’t gamble, I’ve asked her just to be sure and she’s assured me she wouldn’t even know what casino I won with. I was well aware of their terms and conditions because there was such a substantial amount of money involved I read them thoroughly multiple times.

Before they blocked my account I’d managed to withdraw just over $200,000AUD which I have bank statements of. Win spirit were very thorough in making sure i past all identity and money laundering checks once i won the initial 50k.

No Bonus bets were used in any of the winnings. The T&Cs that come with them make them not worth it.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear trentbarra,

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.

Hi Kristina, just double checking you received my emails?

Dear trentbarra

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, Mirka (miroslava.d@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,

Kristina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite WinSpirit Casino representative to join this conversation.

Dear WinSpirit Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

All I want is some physical evidence that I’ve breached their terms and conditions. Because nothing had changed, they’ve claimed suspicious activity because of a lucky win on a live roulette table. They purely don’t want to pay out but keep accepting deposits until you win like I did and then block your account. How many people has this happened to? It’s so wrong. Theft is what it is

Dear Mirka,

Apologies for the delayed response. We have carefully reviewed this case. Please check your email for our detailed reply.

Dear player,

I sent you an email. Please check your inbox.

Thank you.

Dear Winspirit Casino,

I sent you an email. Please check your inbox.

Thank you.

Dear Mirka,

We’ve sent you an email regarding this complaint, please check your inbox.

Dear player,

I am communicating with the casino outside of this thread. I will notify you, when I receive any updates.

Thank you for your patience.

Dear Mirka,

We’ve reached out to you via email requesting additional information, but unfortunately haven’t received a response yet. In order to properly look into this case, we kindly ask that you check your inbox and share some additional details with us.

Thank you in advance!

Hi Mirka,

I’m just following up to see if there are any updates, and whether you need any more evidence or information from me. It’s been two weeks with no progress, and I’m concerned as the WinSpirits T&Cs say accounts inactive for 6 months can be closed. Since mine was blocked on 2nd August, time is getting tight.

I’d appreciate any update you can share.

Kind Regards,

Trent

Dear player,

I am extending the timer, since we need to discuss the issue internally due to the complexity of the case. I will notify you as soon as there is update on the case.

Thank you for your patience.

Dear player,

You previously mentioned, that you were able to withdraw 200,000AUD. Could you please send me a bank statement, where it would be visible?

Thank you.

Hi Mirka,

Ive just sent you my full bank statements via email.

Thank You

Dear player,

I sent you an email. Please check your inbox.

Dear Winspirit Casino,

I still haven't received a response to my questions. Please check your email.

Thank you.

Dear Mirka,

Please accept our apologies for the delay in our response. We’ve just sent you a reply.

Dear WInspirit Casino,

I haven't yet received information, that I requested from you through email and affiliate Stanislav. I will send you email again.

Please note, your cooperation is needed to clarify the situation.

Dear Mirka,

Apologies for the delayed response. Please check your email for our detailed reply.

Dear player,

I am still communicating with the casino outside of this thread.

Thank you for your patience.

Hi Mirka,

I appreciated the feedback.

technically at the end of this month it would’ve been 6 months since I have been able to use my account.

Ive emailed Winspirit asking for them

to not completely close my account as Im still actively pursing the matter but haven’t heard back.

Thank you

Dear WinSpirit Casino,

I am waiting for your response.

Thank you for your cooperation.

Hi Mirka,

Thank you again for your continued efforts to help resolve this matter.

Please excuse my ignorance, but I am struggling to understand why it has been so difficult to obtain factual evidence of the alleged breach of the terms and conditions that I am said to have committed.

I feel that I have been extremely patient, yet over the past month I have not moved any closer to a resolution and have heard absolutely nothing from Winspirit.

Kind regards.

Dear Mirka,

We’ve replied to your email, please check your inbox.

Dear player,

I am extending the timer, since we need to discuss the issue internally. I will notify you as soon as there is update on the case.

Thank you for your patience.

Dear player,

I wanted to let you know, we are still discussing the issue and consequences, along with connecting representatives on different communication channels.

Thank you for your patience.

Thank you Mirka, if there is anything else I can provide please let me know.

Dear Winspirit Casino,

I would like to inform you, that we discussed the issue internally, and reviewed information and evidence provided from both sides. Although you claim, this player never had an account on your website, the evidence provided so far suggests that he did. Lack of cooperation from your side prevents us from continuation of the investigation.

If you are unable to answer our questions or provide further information and evidence in the next 7 days, this complaint will be closed as unresolved with a significant effect on casino's rating on our website.

You will receive an additional email from our team soon. Please check your inbox, and provide requested information.

Thank you for your understanding.

Dear Mirka,

We have sent you our response by email. Kindly check your inbox at your convenience.

Thank you for your time and attention.

Dear player,

I would like to inform you, the situation is again being discussed one more time with the casino with the hope of finding a resolution for you. We are giving the casino last 7 days to provide sufficient evidence needed for assessment of the situation.

Thank you for your patience.

Dear Winspirit Casino,

Please check your inbox for new reply.

Thank you.

Dear Casino Guru Team,

We have forwarded our reply to you via email. Please feel free to review it when convenient.

Thank you very much for your time and consideration.

Dear WinSpririt Casino,

We sent you an email. Please check it, and reply at your earliest convenience.

Thank you.

Dear Casino Guru Team,

Our response has been sent to you by email. Kindly review it at your convenience.

We sincerely appreciate your time and attention.

Dear trentbarra,

I am sorry to inform you we are unable to continue investigation of this case due to the lack of evidence and cooperation from casino's side. Although the casino team communicated with us and provided certain information, they have not addressed additional questions that are needed for fair assessment of the situation even after multiple reminders from our team.

Regrettably, this is not the level of communication or cooperation we would expect from a reputable operator. Due to the lack cooperation in providing important information from the casino team, we are unable to reach a fully informed and balanced conclusion at this time. As a result, the complaint will need to be closed as "Unresolved" with a negative effect on casino's rating on our website. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to cooperate with us, and provide all requested information and evidence, we will reopen the complaint and you will be notified by email.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

I am sorry we could not be of more help on this occasion.

Best regards,

Mirka