The player from Germany faced significant obstacles in withdrawing money from Win Spirit, experiencing multiple verification steps that were cumbersome and prone to errors. After several attempts and technical issues, his withdrawal was initially confirmed but then canceled without proper notification, citing a lack of email confirmation despite prior completion. The funds remained pending even after resolving the email verification issue through customer support. The complaint was marked as resolved, indicating that the issue had been addressed satisfactorily.
WinSpirit Casino - Player's withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €430
WinSpirit Casino
Safety Index:HighCase summary
Discussion
Public
Public
4 months ago
Translation
For some time, someone has been attempting to withdraw a large amount from Win Spirit. Numerous difficulties arose during the verification process. Withdrawals involve several consecutive verification steps (including ID scans and bank card uploads), which are only partially or exclusively performed via chat or customer service. Unlike deposits, which are seamless and without additional security queries, the withdrawal process is complex and error-prone. The first verification attempt took over two hours and was interrupted by technical problems and repeated requests. During this process, a system message appeared, suggesting that the withdrawal should be omitted and that additional funds should be deposited instead. After successfully completing the verification process (including ID, bank card, and email confirmation), the withdrawal was initially confirmed, but two days later, it was canceled in the user account without prior notification. The reason given was the lack of email confirmation, even though this had already been done previously. A further attempt at email verification using the link sent to me failed because no email was delivered. Only after contacting customer support (live chat) again was the email verification completed. Despite the supposedly complete verification, the withdrawal amount remains pending.
Automatic translation:
Public
Public
4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with WinSpirit Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- How long have you been a player at this casino, please
- Could you please clarify when exactly you requested the withdrawal?
- Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit?
- Have you accumulated 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,
Katarina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Silverback,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Katarina
