Spirit Casino - Pelaajan voitot on takavarikoitu.

Hello, I won €16,000 and wanted to cash it out in four installments. My request was rejected, and now they've deducted the €16,000 from my balance.

Hallo, ich habe 16.000€ gewonnen wollte mir diese in 4 Etappen auszahlen. Wurde abgelehnt und jetzt haben sie die 16.000€ von meinem Guthaben gestrichen.

Dear Tansel11,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spirit Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share a screenshot or post a link to the bonus you accepted and played?
• Have you contacted casino support and asked for an explanation?
• Have you been given any justification as to why your winnings were confiscated?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Tansel11,

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.

Thanks for your patience.

Our position regarding maximum bet breach is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history, together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

Dear Tansel11,

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.

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.