The player from Rhineland-Palatinate had wanted to know how to close the account for a break and a misunderstanding had led to the immediate locking of their account by the casino representative. Upon reopening, €318 from the account were missing, and the player had been informed that a refund had been initiated, and they had to wait up to 10 days. We had confirmed that the player's account was reopened and that the refund was in process. Despite initial frustration over the wait time for the refund, the player had confirmed receipt of the funds and the issue had been resolved.
WinSpirit Casino - Account closure misunderstanding leads to delayed refund.
Amount: €318
WinSpirit Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
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...
Automatic translation:
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7 months ago
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
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7 months ago
Translation
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
Automatic translation:
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7 months ago
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.
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7 months ago
Hello bluezoo,
Can you please confirm that your account is now open? Is the case resolved?
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7 months ago
Translation
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
Edited
Automatic translation:
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7 months ago
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
