The player from Italy had deposited 30 euros at the casino Win Spirit, but all her winnings were placed into a bonus, limiting her ability to play and reach the required x40 multiplier due to a restricted game selection. She requested assistance in retrieving her initial deposit as she felt scammed. The issue was resolved by the casino, which agreed to refund her deposit after reviewing her complaint. The player was informed that the refund might take between 1 to 10 business days to process.
WinSpirit Casino - Player's deposit has been restricted.
Amount: €30
WinSpirit Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
WinSpirit Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
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I deposited 30 euros on this casino win spirit.
Every winning I had, they put directly into the bonus.
They said these are their rules.
Then when my deposit was finished, I could play with the bonus balance and the winnings I had in the bonus balance.
Making a very limited list of games. You can't play practically anything.
And reaching their x40 multiplier is at least impossible given that there are 4 games you can play with the bonus.
Never heard that I can't have a win with my deposit but that the winnings of my deposit go directly into the bonus., until the deposit is exhausted.
Scasa I really ask you to help me get my 30 eur back because it is a scam. You can not win a eur with the deposit.
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2 months ago
Dear DeliaSole,
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.
Was it your first deposit in this casino?
Could you please share your bonus history?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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2 months ago
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Hi Sunday it was the first time I played at this casino, I would never have played again if I had known these limitations. I contacted their customer service and they told me that they could not refund me the 30 euros because they were already all used up.
But obviously they were exhausted little by little since the deposit only took the bets I made and the bonus took the winnings.
All casinos offer the bonus to give a second chance to the player in case they do not win with the deposit.
Instead, they make you lose the deposit anyway by putting all the winnings in their bonus right from the start.
They replied to me the next time you make a deposit you can play without a bonus so the winnings will only go into your deposit.
I'm sorry but I will never play in this casino again, it's a scam. They told me I have to play for fun and not to win. If it was just for fun there are many games that do not require deposits and just play. What does it mean I have to play for fun if I deposited my money. Here it does not let me attach the history
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2 months ago
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another nice scam, they don't have the game history. I wrote in chat and I'm attaching what they answered me. They also answer by diverting my answer. I had asked for the history of my winnings and losses made with my deposit and this one in chat tells me about a specific game that I didn't even play. 
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2 months ago
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the lady in chat continued to write giving me only the history of my payments. Here they continue not to show me the history of my bets when I had the deposit 
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2 months ago
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The lady continues to write in the chat: We regret to inform you that this option is not technically possible at the moment. However, we are constantly working on improvements and we greatly appreciate your feedback. We remain confident that this feature will be available in the near future.
That is, it refers to the option of history of all my bets on games, losses and wins. 
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2 months ago
Dear DeliaSole,
We regret that you’re not satisfied with your experience. We have carefully reviewed your case and would like to inform you that our decision remains unchanged.
Allow us to elaborate on the situation in more detail. You made a deposit of 30 EUR and activated the bonus for your first deposit. Upon registering on our website, you agreed to our terms and conditions, including the rules concerning bonuses, as outlined in rules 6 and 9.
6. Bonus wagering begins with the use of real money funds. Any winnings obtained during bonus wagering using real money funds are credited to the bonus balance. If the real money balance is depleted, the wagering process continues using bonus funds. Once the wagering requirements are met, all funds are transferred to the real money balance. For your convenience, we have separated the display of real and bonus balances. You can check your balances under your nickname in the website header or in the menu at the bottom right corner of the screen.
9. All the bonuses are non-sticky. This means you cannot request your withdrawal until wagering requirements are totally fulfilled. Also, you start playing for real money first, then for bonus money. As soon as bonus money is lost, the bonus is lost as well.Additionally, our support team has already explained the details regarding the bonus wagering requirements. Therefore, we are unable to proceed with a refund, as this would contradict the rules of our site.
If you have any further questions or require additional clarification, please do not hesitate to reach out to us. Thank you for your understanding.
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2 months ago
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All casinos do not use real balance winnings.
Furthermore, saying that you started using the bonus when the deposit ran out is quite ridiculous.
If someone plays with a deposit and all the winnings go straight to the bonus, it is obvious that the deposit runs out, what do you say? A deposit goes on if you play with your winnings, otherwise it obviously runs out.
Also for 30 euros you requested a very high multiplier that was impossible to win, you blocked almost all the games and there was only a small number of games that I didn't know with a very low RTP.
You can also answer me in this way BUT NO CASINO USE THE REAL BALANCE WINNINGS. Also because the bonus would serve to give the player an extra chance in case he loses and not to take all the winnings.
You don't even have a history that all casinos have where you can see all the winnings and losses but I remember well that while I was playing your 3' bonus had risen to 68 euros .... if they had ended up in my deposit as was right I COULD HAVE WITHDRAWN 68 EUR which is double my deposit.
You talk about your policies... the policies at the casinos are all the same and no one takes the winnings of the deposit. No one. I will never play on your site again, you have a scam method. And don't tell me that it is for fun.... if someone deposits it is because they want to win something: otherwise to have fun there are demos of the games I don't need to deposit!
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1 month ago
Dear DeliaSole,
We are truly sorry that our casino did not meet your expectations. However, please note that our bonus policy follows industry-standard practices, and all our terms and conditions are clearly outlined on our website.
Nevertheless, we have decided to proceed a refund of your deposit. Please be advised that the funds may take between 1 to 10 business days to appear in your account, depending on your bank’s processing times. We understand the importance of this matter and are dedicated to ensuring that the refund process goes as smoothly as possible.
Should you have any further questions or concerns, please do not hesitate to reach out to us. We are always here for you.
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1 month ago
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Thank you very much, I will inform you when I receive the refund. I am sorry but I do not find this casino suitable for me, I tried.
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1 month ago
Dear DeliaSole,
Thank you for confirming the receipt of the refund on our forum. We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
