WinSpirit Casino - general discussion (page 11)

I understand that this is something that would probably upset a lot of players. On the other hand, I’ve also learned that casinos aren’t even required to offer bonuses to players. So we’ll see what our team has to say about it and whether the casino will comment on the matter if necessary.

Its not like that if they have have a quest and I completed it and they say once you finished the quest you receive 20% not 10% it clearly says it on the photo I sent if its like that how misleading is the quest promotion they advertise this shouldn't happen if you say you give one thing and dont give it but its all good thank you

Well, yes, I agree with you that this shouldn't happen. But if the casino tells you that you don't have to complete any of those missions because you won't get a bonus for them, there's nothing you can do about it. Of course, I don't mean to say that just because the casino doesn't say anything, it can change the rules however it wants. If they’ve stated something, they should stick to it; I just wanted to highlight the contrast and explain how it could work.

Yeah its okay thank you

I signed up and got verified yesterday, and I’m still waiting for my payout. Normally, it shouldn’t take longer than 3 hours, but I’ve already been waiting for 7 hours now. So far, I can’t say I’m particularly impressed. I’ll update this post if anything changes.

Hello, is your withdrawal in an accepted or similar phase, please? I'm asking because, as far as I know, the transfer itself usually takes longer than a few hours. It always depends on the payment provider and preferred payment option. I hope it won't take longer than necessary, of course. Let's stay in touch to learn what comes next.

What a great casino!

Hello again, how are you?

I sense there is something more behind this post. Has anything happen? Hope not; this casino at its current state should be avoided, if I may be that direct.

Winspirits – Three Unauthorized Account Access Incidents and a Loss of Approximately €800

Hello everyone,

I am sharing my experience with Winspirits after repeated attempts to resolve a serious account security issue directly with the operator failed.

I opened my fully verified account on February 14, 2024. I have made numerous deposits, bets and withdrawals, and use the platform exclusively for sports betting, never casino games. I was also assigned a personal account manager.

First Incident – September 8, 2025

I received an unsolicited password reset email and discovered unusual account restrictions, including a message suggesting I had another account.

I immediately contacted Support. Winspirits subsequently confirmed unauthorized access and indicated that the intruder's IP address was associated with other accounts. My access was restored.

Second Incident – September 10, 2025

Two days later, I received notification of a canceled €2,000 withdrawal I had never requested.

I reported this further sign of unauthorized access and asked Winspirits to secure my account.

Third Incident – June 4, 2026

I discovered that my balance of approximately €800 had fallen to just €1.56 due to activity I neither performed nor authorized.

My review showed:

Approximately 12 withdrawal requests, subsequently canceled.

A cryptocurrency payment method added without my permission.

A small cryptocurrency deposit made by the intruder, apparently to enable a withdrawal.

Unauthorized casino bets, some of which were subsequently no longer visible in my betting history.

Crucially, my money was not successfully withdrawn. After failed withdrawal attempts, the intruder gambled away the balance in Winspirits' casino section.

I never placed or authorized those casino bets.

Winspirits' Response

I immediately reported the incident to Support and my account manager, Raylee. My first email to Raylee was sent on June 4, 2026.

I requested an investigation of login IPs, locations, devices, timestamps, the added payment method, withdrawal requests and casino bets.

Despite the two earlier security incidents, including Winspirits' confirmation of unauthorized access in September 2025, the operator refused to restore my balance. Further correspondence produced no resolution.

A Similar Case on This Forum

I found a strikingly similar report from player ANDI77, whose account was accessed without authorization and subjected to attempted cryptocurrency withdrawals totaling €960.

Following public discussion here, a Winspirits representative confirmed that the player's entire €960 balance had been restored.

Direct link to Winspirits' official confirmation:

https://casino.guru/forum/casinos/winspirit-casino---general-discussion/9#post-219658

The circumstances are not identical, but I believe the two cases warrant comparison. The operator has already restored funds in a comparable security incident.

What I Am Asking For

I request a proper investigation and restoration of the approximately €800 lost through unauthorized activity. I am not seeking any additional compensation.

I have a detailed timeline, correspondence, screenshots and supporting evidence, available to Casino Guru moderators or Winspirits representatives upon request.

I invite Winspirits to respond publicly to these facts and hope this discussion can lead to a fair resolution, as it did for ANDI77.

Kind Regards,

Bestbets

Thanks for laying out the timeline so clearly.

The fact that Winspirits had apparently already confirmed unauthorized access to your account in September 2025 is particularly important here. If that happened, I think it is reasonable to ask what security measures were taken afterwards and how another unauthorized access could still occur later.

I would also keep the comparison with ANDI77 documented, although I would be careful about assuming that the same outcome must automatically apply. The two cases would still need to be compared based on the actual account records and circumstances.

That said, this is fundamentally an unauthorized-access / account security case, which goes beyond what we can properly investigate through the forum or a standard casino complaint. Issues such as login IPs, devices, added payment methods, compromised credentials and unauthorized betting are closer to a cybercrime/security investigation.

I would therefore keep all evidence from Winspirits, especially their earlier confirmation of unauthorized access, the June 2026 account activity, and your communication with the account manager.

One thing I would ask: after the first confirmed incident in September 2025, did Winspirits tell you what specific security measures they had applied to your account to prevent it from happening again? That could be very relevant to understanding the later breach.

Hello Jaroslav,

Thank you for your thoughtful response and for raising an important question about the security measures taken after the first incident.

Let me briefly explain my professional background, as it is relevant here. I am an IT specialist and the owner and manager of an IT outsourcing company. Our work includes handling databases containing personal information in accordance with GDPR requirements. I am therefore familiar with the basic principles of information security and personal data protection.

Against this background, the repeated security incidents involving my personal Winspirits account are even harder to understand.

Following the first confirmed unauthorized access in September 2025, Winspirits gave me only general advice: change my password, choose a strong one and never share it with anyone. These are standard recommendations for any user, but they do not explain what specific technical measures the operator took to prevent another breach. No such measures were communicated to me.

After the June 2026 incident, I received several template responses stating that responsibility for account security rests with the account holder.

I would also like to clarify two points.

First, I do not intend to personally investigate, pursue or identify the perpetrators of possible cybercrime. That is outside my area of responsibility and is not the purpose of this discussion.

As an IT specialist, I could suggest various hypotheses as to why such incidents repeatedly occur with this particular operator. However, I prefer to refrain from speculation that I cannot substantiate with evidence.

Second, and most importantly, please understand that all I am asking for is a fair resolution regarding my balance of approximately €800.

Those funds were in my account. The unknown intruder did not succeed in withdrawing them; instead, the balance was gambled away through casino games on Winspirits itself.

In ANDI77's case, discussed earlier in this same forum thread, the situation was even more serious in financial terms. According to the player's account, €960 was actually withdrawn to an unauthorized cryptocurrency address. Nevertheless, Winspirits subsequently confirmed publicly that the entire balance had been restored.

In my case, no funds were successfully withdrawn from the platform. The money was lost through bets placed in the operator's own casino.

In other words, Winspirits did not pay those €800 out to the intruder. I believe this is a significant factor when considering whether my balance should be restored.

Given the three incidents, the operator's earlier confirmation of unauthorized access, and the precedent involving ANDI77, I believe restoring approximately €800 would be a fair and reasonable solution.

I am not seeking additional compensation, penalties or special treatment. I only want the balance lost through activity I never carried out or authorized to be restored.

If Winspirits restores that amount, I will consider the dispute resolved and the matter closed.

Kind Regards,

Bestbets

Thanks for clarifying that. Your point is much clearer now.

If Winspirits had already confirmed unauthorized access in September 2025, but the only advice you received afterwards was to change your password and use a strong one, then I can understand why you are questioning whether enough was done on the operator’s side before the later incident happened.

I also understand the distinction you are making about the €800. You are not asking us to investigate who accessed the account or to identify the person responsible. Your main point is that the funds never successfully left Winspirits, they were lost through casino bets that you say you did not place or authorize.

That does make the comparison with the earlier ANDI77 case relevant, even though the two cases are not identical. The previous refund does not automatically guarantee the same outcome here, but it does show that Winspirits has restored funds in another unauthorized-access case.

At this stage, I think the strongest points in your case are the earlier confirmed unauthorized access, the repeated incidents, and the fact that the disputed €800 was lost inside the casino rather than withdrawn externally.

If Winspirits has given you any specific explanation for why they consider those casino bets your responsibility despite the earlier confirmed breach, that would be useful to see as well.

Hello Jaroslav,

Thank you for your reply. I am attaching three emails from Winspirits that I believe clearly illustrate the operator's position.

The first two are responses from Winspirits Support concerning my complaint. The third is from my account manager, following a review by their dedicated team.

As you can see, the refusal is based on paragraph 7.1.11 of their Terms and Conditions, under which any activity performed after a successful login using valid credentials is considered valid, regardless of whether it was authorized by the account holder.

One particularly revealing statement in the Support correspondence is that Winspirits claims there are no additional security measures it can apply beyond its existing standard account protection mechanisms.

My account manager confirms that an internal investigation was completed, but the response provides no specific technical findings to explain or justify the decision.

I leave it to you and the other forum members to judge how convincing this approach is in light of three security incidents, the first of which had already been confirmed by the operator as unauthorized access.

Kind Regards,

Bestbets

I played a coupon with max cashout of 3k. I won $3450. the rep here said they will be nice and send me the other $450.

That was 2 days ago and I havent got it yet. So I was happy they were doing this for me.

Still waiting though

Hello everyone,

I am ANDI77, the player mentioned earlier in this thread whose balance was previously restored by WinSpirit after a similar security breach. I am writing this post to fully support Bestbets and to provide critical new context regarding WinSpirit’s ongoing security failures.

There has been a serious development in my case as well, which proves that WinSpirit suffers from a systemic security vulnerability rather than isolated user negligence. 

My Second Incident:

A few months after my first issue was resolved, and while my balance was over €1,000, the hacker managed to compromise my account for a second time. The attack occurred around midday. The intruder logged into my account and immediately requested a total withdrawal of my balance in Ethereum (ETH) to their own wallet address. 

Fortunately, I happened to turn on my laptop just 10 minutes after the request was placed. I saw the unauthorized pending withdrawal and canceled it immediately. To save my funds, I had to hastily request a withdrawal to my own verified crypto address and alert the support team right away.

Gross Negligence and Inadequate Support Response:

Even though I managed to save my funds this time, the behavior of WinSpirit’s support during the crisis was completely inadequate and dangerously slow:

1. Ignoring Security Instructions: I had repeatedly sent strict messages to WinSpirit stating that withdrawals from my account should only be permitted to my pre-verified wallet address. Despite this, their system still allowed the hacker to initiate a withdrawal to a completely new, unauthorized address.

2. Unacceptable Delays During an Active Breach: After I initiated my emergency withdrawal to save my funds, WinSpirit delayed processing it for over an hour. This left my account exposed to the extreme risk of the hacker logging back in, canceling my request, and either stealing or gambling away the balance.

3. Complicated Resolution: Changing my account's registered email and password to secure it required an exhaustively long and tedious procedure afterward.

Conclusion in Support of Bestbets:

My experience clearly demonstrates that changing a password is not enough because the core security of WinSpirit's platform is flawed. The operator is fully aware of these repeated breaches but continues to hide behind paragraph 7.1.11 of their Terms & Conditions to avoid financial liability. 

In Bestbets' case, the hacker didn't even manage to withdraw the money—the funds were lost entirely within WinSpirit’s own casino ecosystem due to their failure to secure the platform after a previously confirmed breach. 

Given the clear precedent in my first case and their ongoing failure to implement basic security measures (like restricting withdrawals to verified addresses only), WinSpirit must take responsibility and restore Bestbets' balance of ~€800 immediately.

Kind regards,  

ANDI77

Hello, that sounds nice indeed. On the other hand, I get that you’ve been waiting for at least two days. Did the rep mention any deadline, maybe? (My guess is they haven’t given you one.) I hope you get the rest of the money soon, of course. It's a lovely gesture.

Hello, thank you for the follow-up.

Thanks for sharing the emails. This makes WinSpirit’s position much clearer.

They are essentially relying on clause 7.1.11 and treating any activity carried out after a successful login with valid credentials as valid account activity, regardless of whether you personally authorized it.

I understand why you find that difficult to accept in your case, especially since WinSpirit had already confirmed an earlier unauthorized-access incident on the same account.

At least now we have a specific term and a clearer explanation of the casino’s position. What still seems missing, though, is any detailed technical explanation from their internal investigation showing how they concluded that the later activity should still be treated as your responsibility.

I think that distinction is important, particularly given the repeated security incidents you have documented.

Thanks for providing the actual correspondence rather than just summarizing it. It gives much more context to the dispute.

Is there any way you notify the rep so i can remind him?

The casino wont respond to me about this.

I see. :-(

If we are talking about notification related to the forum or post, then I would highlight the reply and quote button. Find the post posted by the casino representative in this thread, ideally the one you're referring to, and then go for reply or quote. That's a special function, which automatically sends the recipient a notification.