WinSpirit Casino - Player's account has been closed, and winnings confiscated.

I had my account removed with my balance of $16, 746.07 which i fairly won on 24.12.24. I contacted the casino to get verified so i can begin withdrawing my funds and then the next few hours i would see a restriction for further betting placed on my account followed by an outright removal of it with my balance being wiped out and i was blocked from the site ultimately. Upon hours of communication with Winspirit, they notified me that i had another account and terms and conditions state only 1 active account can be used with this casino and my balance will be forfeited. That is a lie because after losing $20,000 3 months prior to my gambling session on the 24th of December 2024, i requested for that account specifically to be removed and deleted due to my poor experiences with this casino. I was told it was successfully removed. So I opened a new account based on the fact that i was told in email which i have proof of that it was removed. There was no mention that it would be kept, that if i want to re play that i would need to contact them but only a confirmation of account being removed. They kept my old account open without my consent since i told them to delete it which is illegal. I have the proof of my balance prior to my account being removed. I have the emails stating my original account was removed 3 months ago.

Hello yasinozdemir88,

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 you asked the casino if you can create a new account?
• Did you claim any bonuses on your first or your second account?
• When was the last time you spoke to the casino and what was it about?

Please note that it does not matter for what reason did you block your first account, you may never create a new one. You can only ask the casino to reopen the old one or ask them if you can make a new one. If the casino never did allow you to create a new one, you breached the casino rules and they had every right to confiscate any winnings generated.

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Nick,

Thank you for your quick reply and for your help with this issue.

I was told that my previous account was removed since i requested them to delete it. Since I was under the impression that it was deleted, i had no way of knowing that they only disabled my previous account leading me to create a new account. I recieved confirmation by email stating it was removed originally.

If i had known that my older account was in fact not removed but instead put on hold, i would have contacted the casino and asked for them to reinstate my old account.

To note, i deposited $4600 within 48 hrs using my new account. That is around 20 seperate transactions. There was no trouble with depositing although it is the same card on my old supposed removed account. My phone was also verified and it is same phone number as the older account. My address is the same, even my email has the same text but it's with Gmail.

When i was opening this new account, why wasn't i flagged for 48hrs? Why was i allowed to deposit 4.6k with the same card as 3 months ago? There was no warning from the casino what so ever. It only came to their attention after i was going through the second step of verification so i can withdraw my funds. I contacted their support and explained the situation which lead to my account closing and my balance being removed.

So my winnings of $16,746.07 hasn't just disappeared which i have proof of having but also my deposits from my own account havnt been refunded as well which is $4650.

I did not have any active bonuses.

I spoke to them as early as 1 hour ago. We are at an impasse so i have contacted you for help.

Thanks

Dear yasinozdemir88,

We are sorry to hear about your experience. We've carefully reviewed your case, and we want to note that you did violate our site rule number 7.1.6. «Only one Website account is permitted per person, house, building, mailing address, phone number, IP address, family and device. In case of violation of this provision, as well as upon the suspicion of the multiple registration by a User or by User acting in collusion or as a syndicate, the set-up of fictitious accounts or the use of frontmen, the Provider may change or terminate any bonus offer, cancel any winnings, block or completely close one or all User's accounts».

Also allow us to examine the chronology of events in greater depth. You notified us about your gambling addiction. Thus, as part of the responsible gaming program, your main account was permanently blocked. We also notified you that your account was blocked, and not deleted as you claim.

Then you created another account and upon completing the mandatory KYC Procedure, our security system recognized that you already had an account that was blocked due to gambling addiction.

So we initiated a full refund of all your deposits from your second account immediately after performing the blocking procedure. The standard refund period is up to 15 banking days.

If you have any further questions, please do not hesitate to contact us here or our support team.

Dear Winspirit,

I requested my account to be removed/ deleted 3 months ago and i was told by email that it was removed. Yes, i said at that point of time, i was going through a problem with gambling which has since been addressed.

You know this because that first account that should have been removed was never accessed in 3 months. I didn't play a single casino game with anyone in 3 months until i got my affairs in order. If i want to create a new account to play again 3 months later because your casino told me that my account was removed, i have every right.

If that account was removed as per your email stating it was removed, how could i break the terms and conditions of having 2 accounts?

What you have done is kept my original account without my knowledge and then when i create a new account, deposit 26 times which totals $4650.00, have my number verified, used the same device and ip addresses as i always have, you only remove my account with the $16,746.07 balance in tact.

That is deception since from my perspective, you told me my account was removed which means i have 1 account at the time.

If i had in fact lost the $4560.00 i deposited and not got the lucky win, we wouldn't be having this conversation. The only reason we are is because i won.

Your mistake is simply to allow a user to register without full verification. To avoid these situations, when a user registers, they should verify their account in full before even allowing a single deposit if you want to Honor your terms and conditions that state only a single account should be used. If this was done from your casino and it actually is your responsibility to do so unless you want to steal money from users, then this situation would have been avoided.

Plus, in the email you made no attempt to explain that my account can be reopened and in fact it was only blocked and due to regulations, you cannot delete it. I only found out about this after this situation and i am sure no one knows that their closed accounts are actually just blocked since your keeping all our personal details against our wishes. Yes, at the time i allowed for my personal information to be kept but i never allowed you to keep it after i asked you to delete my account. That is a privacy breach.

You failed to mention blocked. I have the exact email that you sent me saying it was removed. Removed only implies that it has been essentially deleted.

If you told me it was blocked, i would have contacted you to reopen my old account because for me, it would be better. I have vip status in that account, i got more bonuses, i have all my details set up there. If there was an option to reopen my old account, i would have done so but since your casino specifically said my original account was removed, i thought it was removed as you clearly said which means it is no longer available.

So to my point, my knowledge was at the time when opening the second account, it was the sole account i had since the removal of my first account which means, i didn't break the terms and conditions you mentioned.

Its either that or you done something illegal and kept my account open and told me that it was closed and using that as an excuse to not pay me.

Dear WinSpirit,

Would it be possible to forward an evidence of the player mentioning having gambling addiction and that his first account was self-excluded?

If yes, please send it to nikolas.b@casino.guru.

Awaiting your response.

Regards,

Nick

Dear Nick,

We have emailed you with the details of our investigation. Kindly peruse your inbox. If you have any questions, please let us know!

Dear Yasinozdemir88,

We have received evidence indicating that your account was closed due to gambling addiction.

In such situations, the casino is obligated to refund the total deposit amount from your second account—no less and no more. It is important to note that the casino cannot send you more than your deposits, even in the event of winnings.

Could you please confirm if you have already received the refunded deposit amount?

I look forward to your response.

Best regards,

Nick

Hi Nick,

The casino said they will refund all my deposits but i have recieved refund for 11 transactions out of 15 transactions. 4 transactions have failed to be refunded.

Also, i closed that account 3 months ago due to gambling problem. I wasn't told that my account was only banned. When i played after 3 months, i should have my winnings paid out. This is completely absurd. I deposited around $4750 and they only suspended and closed that account after i requested a withdrawal. If i had lost and that last deposit was going to be my last deposit in a long time, they would have kept all that money. Since they were willing to take that money, i should be refunded for all deposits on both accounts. That should be fair.

Their casino failed me. They didn't tell me that my account was blocked and not closed. You can see it in the email. They had to tell me sorry Yasin, we cannot delete your account but only have it blocked and closed and state the reason why. Plus they should have systems in place to not allow another account being created. Why was my number verified and i was allowed to continue playing? It is the exact same number. My bank card, same name, same number. Please explain how on earth this is fair. They took over 10k from my in 1 day on my first account. I didn't dispute it. I needed time to reflect and 3 months after i play because they clearly told me that my account was closed and nothing more. Now i am to blame?

Regards

Yasin

Dear Yasinozdemir88,

Can you please clarify the exact amount of all your deposits on your second account and how much you received back from the casino so far - if possible, please forward the evidence of both deposits and refunded amounts to nikolas.b@casino.guru.

Regards,

Nick

Sure, have just sent it. Total 6 transactions not refunded.

Thank you Yasinozdemir88 for all the information provided. To further clarify the missing funds, I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Yasinozdemir88,

As we mentioned earlier, all deposits will be refunded. We see your comments that you have not yet received all refunds. Therefore, we contacted the provider and obtained the necessary information.

When a refund is made, it is reflected on the user's card in 5-10 working days on average. These transactions are usually displayed on the date the deposit is made. In some banks, it appears whenever the balance is refunded to the card. This situation may differ according to the country and banks.

All refunds have been processed on our end, and we anticipate their return to your account in the near future. If you have any further questions, please do not hesitate to ask.

I have already mentioned, you are lying. Not all refunds were processed. I have triple checked the amounts and the refunds and found 11 out of 15 transactions refunded. Your casino is a scam. I have the proof and have forwarded it to Casino Guru.

Each of the other 11 transactions i have cross referenced, 4 refunds were never processed indefinitely.

Its been over over 1 month, your saying 5-10 working days for refunds to be processed. You have already conned me from my winnings and now your trying to steal some extra money from me. How low do you want to go.

Dear yasinozdemir88,

I’m Kubo, and I will be handling your complaint moving forward. If there have been any new updates regarding this case since the last provided information, please let me know.

As WinSpirit Casino is already fully engaged in this conversation, there is no need to invite them explicitly.

In the email you previously sent to my colleague Nick, you mentioned four deposits totaling A$445.60 that have not been refunded. However, in your message, you referred to six transactions. Could you please clarify this? Is A$445.60 the total amount you are expecting to be refunded?

Looking forward to your response.

Best Regards,

Kubo

Hi

Please see above. All the 5 transactions that i havnt been refunded are listed above.

Thanks

Yasin

Dear yasinozdemir88,

I appreciate your response, but I’m still unclear about the details. Initially, you mentioned 4 transactions, then 6, and now 5. Could you please confirm the exact number of transactions and the final refund amount?

Is A$550.33 the definitive amount you’re expecting to be refunded?

5 transactions are what i havnt been refunded. That screenshot i provided are the exact transactions that havnt been refunded. $550.33 is the total amount as you have stated for the 5 transactions

Dear yasinozdemir88,

Thank you for the clarification.

Dear WinSpirit Casino,

Could you kindly review these transactions and confirm if they have been processed successfully?

Thank you.

Dear Yasinozdemir88,

As we mentioned earlier, we have processed a refund for all your deposits. The RRN for your refund transactions has been provided to you by our support team.

Please note that, for security and privacy reasons, we are unable to share the RRN with anyone other than the account holder. If you require further details regarding these transactions, we kindly recommend reaching out to your bank.

Should you have any other questions, please don’t hesitate to contact us.

I haven't received the refunds you mentioned WinSpirit. If i did, why would i be contacting you and requesting the refunds you failed to deliver.

What you sent me by email doesn't show that you refunded me for those particular transactions. Bank has already said you haven't refunded those particular transactions. None of the refund ids match the transactions for the missing refunds which means they have been missed.

Plus what makes this interesting is you provided 2 dates for all the refunds you have processed when i was playing. I played for 3 days. Transaction dates are 22nd, 23rd and 24th. Your missing 1 day of refunds and 3 of those missing refunds are from that particular date you have failed to refund me.

Again, i am now seeking my $550.33 refund for the transactions listed as below which you have not provided

22nd December 2024- SmPayPF*Maginc- $104.78

22nd December 2024- SmPayPF*Maginc- $115.26

22nd December 2024- DIGITALVISTATECHNOLOG- $120.83

23rd December 2024- Eduntage- $104.73

23rd December 2024- Eduntage- $104.73

Dear yasinozdemir88,

To proceed with the investigation, I kindly ask that you forward me the message from the casino containing the Retrieval Reference Numbers (RRN) list, as mentioned in their latest communication.

Additionally, please provide your bank statements from December up until the current date. Kindly send all the requested evidence to my email at jakub.m@casino.guru.

Thank you for your cooperation.

Dear yasinozdemir88,

Our support team has also provided you with instructions on how to submit additional documents. Please follow these instructions to ensure that we can thoroughly review and verify your refunds once again.

Hi

I have sent my statement and have forwarded WinSpirits RRN list to you also to review.

Thanks

Dear WinSpirit Casino,

Could you please confirm whether the player has submitted the additional documents as per the instructions? Additionally, do you have any updates regarding the review?

Would it also be possible to verify the processed transactions with the PSP to ensure that all of them have been successfully completed?

Thank you for your time and assistance.

Hey Your website requested the details and i provided them directly to Kubo last week, not winspirit as Kubo requested them so he can review. He will find there are missing deposits since i provided my statement

Dear yasinozdemir88,

We have already provided you with the RRN for your refund transactions. Unfortunately, we have not received your response or the requested bank statements. Without this information, we will not be able to assist you further.

I have sent you the statement as requested just now WinSpirit

Dear yasinozdemir88,

Thank you for reaching out. We have reviewed the bank statement you provided, but unfortunately, the dates do not match the ones requested by our support team. To assist you effectively, we kindly ask you to submit a new bank statement covering the specific dates requested earlier.

Please let us know if you need any guidance on obtaining the correct statement. We appreciate your cooperation and look forward to assisting you. 

Dear yasinozdemir88,

I apologize for the delayed response. Could you kindly provide the bank statement for the period requested by the casino at your earliest convenience?

Thank you in advance for your assistance.

Please let me know which dates exactly.

The statement pages i provided are the only times i played with your casino. There are no refunds or transactions before or after with that account.

Anyway. I will provide but I need to know the dates your after

Dear WinSpirit Casino,

I am reaching out to kindly request clarification regarding the period for which you require bank statements from the player. Could you please specify the exact timeframe for the statements needed?

Dear yasinozdemir88,

Thank you for reaching out. To proceed with your request, the bank statement must cover the period from December 21, 2024, at 00:00 until the day you submit it to us.

Please send us a new statement that includes transactions up until the current date, so we can assist you accordingly. We appreciate your understanding and look forward to resolving this matter as soon as possible.

I have only provide the last two statements from the 23rd of November till the 20th of December 2024 and then another statement from 21st December 2024 to 21st January 2025. as there has been no refund or transactions from the 24th of December 2024.

As i have mentioned, 22nd, 23rd, 24th of December 2024 are the only 3 days i played. That last statement should have been enough evidence.

Any request for statements after the 21st is a breach of my privacy and you have no right to ask for due to no account activity from the 24th of December 2024. We are now in March 2025. What has my February and March statement got to do with the transaction since you stated clearly that all refunds had already been processed by the end of December 2024?

An update,

i have provided although completely unnecessary statements for February and March 2025.

Winspirit has said all refunds were processed at the end of the December 2024.

There is absolutely no logic for requesting those statements but i have.

Screenshots of acknowledgement from WinSpirit Casino Enclosed.

They are now stating that i provide all the statements in 1 document which is not possible since my bank as well as mosly every other bank, provide statements montly. Report, is limited to 100 transaction. To provide 1 statement from Dec 2024 to March 2024 is impossible. Winspirit, you have the statements, your just trying to be difficult.

Also, i provided the last statement till the 21st of March 2025. My next statement will be issued in April 2025. Why would you need the transaction till the 23rd or present day which is only a few days difference when that is also not possible due to statements being processed in monthly intervals.

You are obviously trying to not pay me what was promised and asking for ridiculous things which have been provided mind you but now your being a pain.

Casino Guru, please take action against this fraudulent casino who has broken the casino rules and are refusing to pay me. Drop their casino safety index rating to 0 as it is what they deserve.

Proof that statements can be only provided monthly.

Proof that 4 statements have been sent in total

1st statement is 22nd November to 20th December 2024

2nd statement is 20th of December 2024 to Jan 21st 2025.

3rd statement is Jan 21st 2025 to 21st Feb 2025

4th statement is Feb 21st 2025 to March 21st 2025

Winspirit is refusing to look at them as they are not 1 pdf document which i have mentioned is not possible.

They also have said they want up to present day which is something that is not possible and also irrelevant. They have up to the 21st of March 2025. That is even overkill for a requirement but was provided anyway.

Realistically, December 2024 and Jan 2025 should only be required but as i have mentioned, they are just trying to delay or it looks more like they do not want to pay out the refund.

Dear yasinozdemir88,

Thank you for your valuable updates. Please note that the casino needs to verify whether the refunds in question have indeed not been received. For this reason, the casino requires bank statements up to the most recent date.

Dear WinSpirit Casino,

Could you please clarify why separate bank statement files are not being accepted and why you require them in a single document? Additionally, what steps should the player take to fulfill your request if his bank does not issue statements covering multiple months in a single file?

Looking forward to your response.

Please see above for screenshot of me sending winspirit transactions from 21st March to 26th March (Today)

All transactions from Nov 21st 2024 till now have been sent.

Winspirit refusing to look at my transaction although they have full records now from 21st November 2024 to March 26th 2025 which is today.

As i have said, banks only allow statements each month.

You can only have the transaction this way, there is no other way.

If you want to refuse to look at them although you have all the records now which is what you requested, that means you are trying to keep the money that you said you refunded.

You haven't refunded and your trying to hide from your responsibility.

Kubo, there is no other steps i can take.

I have proved beyond reasonable doubt that the refunds are missing.

All statements have been provided and now it is Winspirit that should be going through them or if they simply do not want to because they want to illegally take my money, then it is this platforms responsibility to review their Safety index rating.

Proof of last statement going to 26th of March as they are disputing the date

Dear yasinozdemir88,

Thank you for providing the requested documents.We want to assure you that your documents are currently under review. As soon as the verification process is completed, we will update you on the results.If you have any questions in the meantime, feel free to reach out. We appreciate your patience and understanding.

Dear Kubo,

We have sent you an email and would appreciate your feedback when convenient.

Sure no problem.

Dear WinSpirit Casino,

Does this mean that the format in which you received these statements is already acceptable?

Dear yasinozdemir88,

After thoroughly reviewing the case, we would like to provide the following clarification:

• 15 transactions are not visible in your bank statement due to technical reasons — these payments did not complete the full authorization process and were automatically reversed. This means the funds never reached us and were returned at the authorization stage. The way such transactions appear (or not) on your statement depends on your bank’s internal processing and display rules.
• 11 transactions are correctly shown in your statement and were processed as expected.
• The remaining 4 transactions are also not visible, but the provider has confirmed, based on the ARNs previously shared with you, that the funds were successfully transferred on their side.

At this stage, we strongly recommend that you contact your bank directly, using the ARNs we have provided, to trace these transactions and confirm the status of the refunds on their side.

The refunds are not there and you can not prove it but i have.

Casino guru, the casino is refusing to refund the transactions they have stated.

Please take action if refunds are not processed.

Winspirit, the statements don't lie. If the refund was processed, it would be there but you can also see its not there and now making excuses but facts and paper trails do not lie. Refund isn't there because it wasn't processed and missed by your team.

Either refund me or your risk rating will be effected on this platform.

Your a dodgy casino who thinks they can get away by now stealing my refund money as well as my initial winnings.

Dear yasinozdemir88,

You previously mentioned that your bank stated these particular transactions were not processed. To help us move forward with the investigation, could you please provide a screenshot or forward any communication you’ve had with your bank’s support confirming this?

If you haven’t yet contacted them via email, I kindly ask that you reach out and request the status of the RRNs provided by the casino. Since the casino claims that the transactions were successfully processed on their end, it’s possible that the issue lies with your bank.

There have been numerous cases where funds were withheld by banks without notifying the account holder, only to be released after direct inquiry. While we are treating your case seriously, I personally find it unlikely that the casino would risk its reputation over an amount like $500.

Your help in obtaining a clear statement from the bank would be greatly appreciated and could speed up the resolution of this matter.