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 [email protected]? 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 ([email protected]). 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 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.