The player from Australia faced issues with account verification due to a minor mistake in the email domain, despite having successfully deposited AUD 10,000. He was unable to withdraw AUD 12,845.79 and received unhelpful responses from operators, which raised concerns about the casino's legitimacy. The Complaints Team attempted to assist by requesting additional information and extending the response time, but the player did not respond. As a result, the complaint was rejected due to a lack of further communication.
WinSpirit Casino - Player's account verification issue causes withdrawal delay.
Amount: A$100
WinSpirit Casino
Safety Index:HighSafety Index
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8.6
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
8 hours of incompetent operators unwilling to work and fix the following. ALL my account was verified EXPCEPT that my mistake was leaving the "au" out of ".com". So they were happy to accept $10,000 odd AUD but unwilling to help withdraw the Amount of $12,845.79 AUD. An amount which cannot be written in the above section?
Even when emailing the extensive details AGAIN-of my account. Their response was is wasn’t in Order which they requested!!
they even had the nerve to reply with a six digit passcode immediately which didn’t matter due to me remembering my password soon after. Yet they wouldn’t answer as to when they would reply to my email to verify my email.
EXTREMELY CONCERNING AND WORRYING. Hence contacting the bank, suspending my card and speaking with the fraud department. I have serious concerns about this Tin Pot mob.
FIRST AND LAST TJME I EVER USE AN ONLINECASINO. 👎👎. Not out the woods yet.
Public
Public
1 month ago
Dear dabuckstopsere,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're facing. Please allow me to ask you a few questions to clarify your situation.
Could you please specify which of your documents have been successfully approved during KYC?
Could you kindly describe in more detail the problem with the ".au" missing? Did you enter an incorrect email address somewhere in your account?
Please forward me the communication between you and the casino regarding this issue at veronika.f@casino.guru.
I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
