The player from Germany had won and tried to withdraw €1,100 but was informed that his account had been blocked due to a supposed previous request to close the account, a claim he denied. The player admitted to having self-excluded from other casinos but insisted not from this one. The casino acknowledged an internal error and promised to reopen the player's account and credit his winnings within a week. Subsequently, the player confirmed receipt of his winnings, and we closed the complaint as resolved.
WinSpirit Casino - Block on player's withdrawal.
Amount: €1,100
WinSpirit Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
Hello, I made a deposit at the casino today, 09.11.2023, and won. I wanted to withdraw €1100 and made a request for the withdrawal. Suddenly, I was informed that my account has been blocked because supposedly on 09.10.2023, I had requested to close my account, which is untrue.
Automatic translation:
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6 months ago
Dear Isco33,
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.
- Have you ever requested your account to be closed or suggested a gambling problem when communicating with the casino?
- Could you please advise if you have self-excluded yourself from any other casino in the past?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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6 months ago
Translation
Hello, yes, I have already had myself blocked by some casinos, but not at this one and the statement that it happened a month ago and that I was still able to deposit €245 today until I won is purely arbitrary
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6 months ago
Translation
I just received an email saying that the closure was probably an internal error and that they want to reopen my account within 7 days and credit the €1100 to my player account
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6 months ago
Translation
I received my money! I can only recommend the casino for its speed
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6 months ago
Dear Isco33,
We've carefully reviewed your case and want to express our gratitude for your feedback.
Upon your request, your account has been permanently blocked, and we've successfully processed the refund. We have also sent you an email with all the information.
We apologize for any inconvenience and appreciate your understanding. If you have additional concerns or questions, please feel free to reach out.
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6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Isco33, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
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