WinSpirit Casino - Player seeks refund after account closure due to self-exclusion.

Description of the situation:

I am filing this complaint against WinSpirit Casino and requesting a full refund of my deposits that the casino allowed me to make despite my active self-exclusion due to gambling addiction within their operating network/group of subsidiary casinos.

My main argument and basis for this complaint is that WinSpirit Casino falls under the same operator/licensing network as other brands that I have blocked in the past due to gambling addiction. (see resolved disputes here on guru)

I am attaching the following available documents to the case:

1. Proof of communication with WinSpirit Casino: I am attaching an official email response from WinSpirit support, in which they themselves explicitly confirmed and admitted that they are aware of my previous self-exclusion within their network. At the same time, in this email, they refused my refund, referring to their terms and conditions and claiming that compliance with the network block is solely the player's responsibility.

2. Proof of network blocking (Kinbet): I am attaching an email/confirmation from Kinbet casino (which falls under the same operating network) where my addiction blocking was resolved.

3. Proof of payments: I am attaching selected bank statements/receipts of active payments directed to WinSpirit Casino. The total disputed amount is approximately 20,000 CZK.

4. Precedent at Casino Guru: Casino Guru representatives can look directly in your system at my previous successfully resolved complaints (e.g. Vegasino, Casinova) that fall under the same parent group/network and where my claim for a refund due to a network block failure was recognized.

I do not have a complete email history for all individual accounts, but the evidence above (especially WinSpirit's written confession and Kinbet confirmation) clearly shows that the operator knew about my addiction and systematically failed to enforce the block across its entire network.

According to the Casino Guru Fair Gaming Code, the operator is obliged to apply self-exclusion due to gambling addiction across all its brands. I am therefore asking for help in obtaining a full refund of my deposits. Please do not ask for further evidence and thereby prolong the whole matter, all that I have provided is all that I can provide and that is their response. I confirm that at the moment my account is properly closed, but the losses have already occurred. I only have payments to their casino and this email from them. And yes, I logged in with the same details as at kinbet, the same details, so I also rule out the possibility that I logged in or the registration would have taken place using different details. This is not the case. The registration took place using the same details as the previous blocked casinos. Thank you

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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.

• At which casino did you originally request self-exclusion due to gambling problems?
• Did you ever directly inform WinSpirit Casino that you had a gambling problem or request self-exclusion from WinSpirit itself? If so, please provide the relevant communication.
• Can you currently still access or log into your WinSpirit Casino account?

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

Hello, Attila,

Thank you for your response. I would like to explain the situation as precisely as possible and at the same time provide you with a list of casinos where I have previously requested account blocking/self-exclusion due to problem or pathological gambling.

I did not request self-exclusion directly from WinSpirit Casino before my deposits and losses. I first played at WinSpirit and lost funds and only then did I request to block my account. So I do not want to claim that WinSpirit ignored my previous request addressed directly to WinSpirit.

The essence of my complaint is different. Before playing at WinSpirit, I had already requested blocking/self-exclusion due to problem or pathological gambling at a large number of other casinos.

These are in particular the following brands:

SGCasino

Fresh Bet

Wyns

Neon54

Casinia

Vegasino

CrownPlay

RobyCasino

StoneVegas

Spins

Kinbet

Legiano

BoaBoa

Spinanga

Wonaco

Betscore

Casino

Wildsino

I have saved email communications for my previous requests and can provide you with specific requests for self-exclusion or account closure due to problem gambling.

Therefore, I ask you to check whether any of the above brands were connected to WinSpirit Casino at the relevant time - especially through the same operator, license or system/group within which self-exclusion also applied to other brands.

This is the main reason for my complaint. I cannot reliably determine all the links between individual brands and operators from publicly available information. However, if you find that any of the listed casinos have a relevant connection with WinSpirit, I can immediately provide you with a complete email communication proving when and for what reason I requested self-exclusion from the given casino.

If it is necessary to provide evidence of communication with all the casinos mentioned to assess the case, I can of course also provide it.

Regarding your last question, I am currently unable to log in to my WinSpirit account.

Thank you in particular for checking the possible connection of WinSpirit with any of the above brands and whether any of my previous self-exclusions should also have been applied to WinSpirit due to this connection.

Thank you.

Hello,

Thank you for your detailed response and for clarifying the situation.

I understand your concerns, especially considering your previous experiences with other casinos.

However, please understand that casinos operating under the same licensor or within a similar network are not automatically required to enforce self-exclusion across all associated brands. We also do not have access to internal operator information that would allow us to establish such connections, and the casinos you listed do not appear to be directly linked to WinSpirit Casino.

Since you confirmed that you only informed WinSpirit Casino about your gambling problems after making your deposits and experiencing losses, and that your account has since been closed, we unfortunately do not have sufficient grounds to request a refund of your previous deposits.

I understand this is not the outcome you were hoping for, and I'm sorry we couldn't be of more assistance. Given the circumstances, we will proceed to reject your complaint.

Thank you for your understanding, and I wish you all the best.

Best regards,

Attila

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