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I had reached out via chat and inquired about how to close the account since I was planning not to play for a while. An overzealous representative apparently didn't understand my question and promptly locked my account. I requested her to reopen it as I still had €318 remaining in it. I then had to wait 24 hours for the account to be reopened. However, my money was gone. I once again went to chat and asked about this. The reply was that "the refund has already been initiated". I didn't want a refund, I wanted the money returned to my casino account and I certainly wouldn't lock an account which still had funds on it...Have they lost their minds? Now apparently, I have to wait up to 10 days for my money to be returned to my bank account. Where did they get my bank details from? I'm beginning to think they're messing me around...

ich habe den chat aufgesucht und gefragt wie man das Konto schliesst, da ich für eine Zeitlang nicht spielen will. Daraufhin sperrte die voreilige Dame einfach mein Konto, anscheinend weiss sie nicht was eine Frage ist. Ich sagte ihr sie soll das Konto wieder öffnen, da ich ja noch 318 euro drauf habe. Daraufhin musste ich 24 Std warten bis das Konto wieder geöffnet wurde. Mein Geld war allerdings weg. Daraufhin ging ich erneut in den Chat und fragte was das soll. "Die Rückerstattung sie schon in die Wege geleitet". Ich wollte keine Rückerstattung ich wollte das Geld wieder auf meinem Casinokonto und ich sperre sicher auch kein Konto auf dem noch Geld ist..sind die noch ganz dicht?..jetzt muss ich angeblich bis zu 10 Tage warten, dann wäre mein Geld auf dem Bankkonto. Woher haben die das Bankkonto? Langsam glaube ich man will mich da verarschen...

Hello bluezoo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WinSpirit Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you request an account closure or self-exclusion? What kind of method did you use to deposit?

Please note that once the money arrives, you can decide to either deposit there or not but if it will be paid out, the casino did basically nothing wrong.

Looking forward to your answer.

Regards,

Nick

I'm not stupid and I close my account when there are still 321 euros left on it...

Could you please let us know if your account is already verified and if so, for exactly how long

I have paid out several times for a year now

? Have you requested account closure or self-exclusion?

No, just wondering what I have to do if I plan to do that

What method did you use to deposit?

visa card

ich bin doch nicht bescheuert und schliesse mein konto wenn noch 321 euro drauf sind...

Könnten Sie uns bitte mitteilen, ob Ihr Konto bereits verifiziert ist und wenn ja, seit wann genau

seit einem jahr habe auch schon mehrfach ausgezahlt

? Haben Sie eine Kontoschließung oder einen Selbstausschluss beantragt?

nein nur gefragt was ich machen muss wenn ich das vorhabe

Mit welcher Methode haben Sie eingezahlt?

visacard

Dear bluezoo,

Please accept our sincerest apologies for the rushed account closure. We want to show our gratitude for your patience. Therefore, we have prepared a gift for you. Please check your email.

Your account has now been reopened at your request. The refund of your active balance at the time of account closure is already on its way to you - you can expect to receive your funds back within 10 business days.

Your comment is noted, and we're committed to evolving to better serve your gaming needs.

Hello bluezoo,

Can you please confirm that your account is now open? Is the case resolved?

What does it mean solved? I still don't have my money..what use is it that my account is open? My money isn't there..supposedly 1 to 10 working days, ridiculously normal, it works at my bank in 3-5 hours

was heisst gelöst ich habe mein geld immer noch nicht..was nutzt mich das mein Konto auf ist mein Geld ist, nicht da..angeblich 1 bis 10 Werktage lachhaft normal geht das bei meiner Bank in 3-5 Stunden

MONEY IS THERE YOU CAN CLOSE THE CASE

GELD IST DA SIE KÖNNEN DEN FALL SCHLIESSEN

Dear bluezoo,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru