WinSpirit Casino - Player's deposit is delayed.

I deposited on March 3rd, 2025 using a prepaid card because I use it to funding my account every so often at this casino. I've never had any issues until this time, and they always say in 72 hours I'll get my answers. They haven't not given me an updated. I submitted the prepaid cards statement along time ago, and all I want to know is if they are issuing a refund or depositing back into my account.

The money from the prepaid card has been withdrawn and out of the pending stage, so if they are going to issue the refund, the pre paid company will have to be the ones who to manually do it, and it's going to take 30 days on their end to retrieve the money from the casino.

Winspirit has been made aware of this, because I've sent an email and an live chats informing them on this issue.

All I want to know is, do I need to give the go ahead to the prepaid company to retrieve the missing funds because winspirit casino has to say, yes, I am entitled to the missing funds, or are they going to say no and leaving me with out anything?

Dear krissa198824,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Veronika

I would totally believe in the transaction mix up, if winspirit did not charge the prepaid card. It should have stayed in pending status on the credit card so when the transaction canceled, it could've went back into my account.

Now, my prepaid card company needs to go ask the casin and the whole process is going to take 30 days.

I been asking Winspirit if it's going to be a refund since March 3rd, 2025, and there was no answer, plus when transaction settled on my card- Still nothing from the casino to give me a confirmation.

Could you please forward me the communication between you and the casino’s customer support regarding the missing deposit? If the transaction was lost during the transfer, it may take several business days to locate it and either credit it to the recipient or return it to the sender. My email address is [email protected].

Dear krissa198824,

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.

Dear krissa198824,

Thank you for sharing your concern with us.

Upon reviewing the case, we would like to kindly clarify that the transaction you are referring to was not processed through our platform. All transactions associated with your account were successfully processed on the 1st March, while the transaction reflected in your bank statement is dated the 3rd March.

Even taking into account possible time zone differences, the provided date does not correspond to any transaction on our side.

Should you have any further questions or require additional assistance, please do not hesitate to reach out. Our support team is always ready to assist you.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.