WinSpirit Casino - Player’s account has been closed without explanation.

Dear CasinoGuru Team,

I am writing to ask for your help regarding a very serious issue that has completely changed my life. I never imagined something like this could happen to me, and I would not wish this experience on anyone.

I am a VIP player on WinSpirit's official website, where I deposited a significant amount of my own money over time. My account balance eventually exceeded €130,000. I have evidence for everything, including screenshots of my winnings, deposit confirmations, successful withdrawal emails, transaction records, and other official documentation.

On July 18, 2026 (Saturday), my account suddenly disappeared without any warning. At the same time, the entire balance on the account also became inaccessible. Since then, I have been unable to access my account.

On the very same day my account disappeared, I also received a suspicious email from a Proton Mail address claiming there were Anti-Money Laundering (AML) and terrorism-related concerns. These allegations are completely false and have no connection to me. I find it extremely alarming that I received such an email at the same time my account vanished.

Since July 18, 2026, all I have experienced is delays and repeated promises without any real progress. I have also contacted several former casino affiliate partners in an attempt to resolve this matter, but unfortunately they have not been able to help either.

This is an enormous amount of money, and the situation has caused me immense emotional distress. When I won, I literally cried in front of my computer because I believed this money would change my family's life. I planned to use it to support my family. My mother is disabled, and my younger brother suffers from a serious medical condition that requires ongoing medication. I can provide official documents to verify these circumstances if necessary.

I have extensive evidence, including screenshots, official emails, transaction records, and other documentation that proves my account existed, the funds were in it, and that all deposits and transactions were legitimate.

I kindly ask CasinoGuru to investigate this matter as thoroughly as possible and to help me establish communication with WinSpirit so that my account and funds can be recovered. I am fully prepared to provide any evidence or documentation you may require.

Thank you very much for your time and assistance. I sincerely hope you can help me resolve this extremely serious situation.

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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.?
• 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 resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear player,

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

Dear all,

We have received confirmation from the casino and the player that the issue has been resolved.

Dear Player,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Attila Gorkij

Casino.Guru