WinSpirit Casino - Player experiences delayed withdrawal.

Casino has delayed my withdrawals of $800AUD.

Gone through multiiple verification process.

Previously been verified account and has made withdrawals before successfully.

Hello gleemgeroche,

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

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

I was verified weeks ago when I signed up and I've have been paid on a withdrawal. I have entered a new deposit card and have been verified on it. Balance was then returned after verification. I played with my own money, originally requested a withdrawal for $600 but they returned it even after verification.....I played with it and got the balance to $800, they made me do another verification process....so that was multiple times I was verified yet they returned the balance.....they keep going on about the rules...the rule is they are prohibited to operate clients from Australia as stated by the IGA. Why have they continued with a clients knowing in the verification process that they should not be signing up with. They have breached multiple international bodies of theira rules and I suspect penalties will be enforced, which will equate to way more than $800

more into the 100's of thousands.

Dear gleemgeroche,

We are sincerely sorry about the difficulties you’ve encountered. Upon thorough review of your case, we have noticed that your verification procedure has not been completed successfully in time from your side, and you were duly notified about it numerous times via the support chat.

After the submission of all required information, it takes our team around 24 hours to process the information in our system, however in this case it was done even in advance. Thus the verification process was conducted without any delays from our side. Subsequently, you had the option to either continue playing or withdraw your funds, and you opted to continue playing.

Please do not hesitate to contact us if you need any further assistance.

Hello gleemgeroche,

Can you please clarify whether you have any balance on your casino account at the moment or any pending withdrawals? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Dear gleemgeroche,

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.