WinSpirit Casino - Player's winnings have been confiscated.

I registered at WinSpirit, won money from the free spins, and played a game where I won a lot. However, during the gameplay, 50 euros disappeared. I still had 50 euros left, so I continued playing and won up to 1,500 euros. I decided to withdraw my winnings and verified my account. I made a deposit of 20 euros to verify my bank card. I asked before making the withdrawal if there was anything else I needed to do, and I was told no. Apparently, I had some form of bonus, but I was assured it wouldn't be a problem, and they would return the money if there was an issue. I could withdraw everything, and there was no mention of a bonus balance or anything like that. However, what they did was cancel my withdrawal and take my 1,500 euros, returning only my deposit. I had absolutely no idea about this. I asked support beforehand, and they said nothing about this particular issue. They claim they credited me with some form of bonus by mistake while I was playing, and that's why they took the money. But the support team did not inform me about this at all.

Dear Pojken42,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinSpirit Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do you have access to your account?
• Could you please share a screenshot of the recent bonuses that were activated on your account recently?
• Were the free spins you mentioned in your first post the only bonus you received before making a deposit?
• Was there any gaming activity made on your account after you deposited the 20€?
• Share screenshots here or send the information to my email at tomas@casino.guru

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,

Tomas

Have written with yours again now, they were not a bonus as they wrote, They were now system error all of a sudden. So from that they took back the winnings, and how the hell can they see them? And how the hell are they possible to take the profit from me?

They shut me down yesterday so I won't come in, they say it's me who wants them, but they weren't, they shut me down because they want an answer.

yes, after taking out the money, yes, it touched my 20 euros I deposited, and they got it back yesterday, when they took back the money I won. How is it possible to get a system error that makes you win? I've asked for proof and everything like that, but no, they can't show it

had they told me if I deposited 500 euros and lost everything, or? System error.

My God.

Have played the casino for 15 years, nothing like this has ever happened, it's fucking unbelievable that this happens when you win for once. They are so set up and rigged, they have written rules and shit themselves, to be able to use this against someone, I kind of want to know how they know they got it wrong?

Dear Pojken42,

We are sorry to hear about your experience. Unfortunately, there were technical difficulties on the part of the providers this weekend. And therefore, there were delays in processing payments. Players who played on these providers during the specified period of time and whose bets were incorrectly deducted (while winnings were credited) reference to the rules:

7.3.1. In case of erroneous crediting of the User's account with winnings or bonuses, the amount credited will be deducted from the User's account. If the User withdraws funds before the Provider becomes aware of an error, this amount shall be deemed to be the User's debt to the Provider. The User shall immediately notify the support service of any erroneous crediting of funds or bonuses.

Since Sunday, everything is working as usual. And our support service has also contacted you. The amount of your deposits were remained on your balance.

If you have any additional questions, please do not hesitate to contact us.

hahaha so damn pathetically bad, broken on Saturday when you win for once, then they are now wrong? crazy that they work on Sunday all of a sudden, but do you think I care about 20 fucking euros? My life was ruined because of your "pretend" thing you have going for you. even on sick leave, are you happy with them? And how do you know they are wrong? Can you prove them to me?

Dear WinSpirit Casino,

Could you please provide evidence of the error by providing us with the player's gaming history?

Alternatively please forward evidence based on which you concluded to void the player's winnings.

My email is tomas@casino.guru

when everything happens and all that they close my account without my permission. and now they try to give me freespin With no access to my account

Dear Tomas,

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

strange then you cant give me some proof when i ask? Little disgusting if you ask me..

Thanks for your patience.

I checked the evidence and can see there is a mismatch between the records from the provider and the casino.

Dear Pojken42,

According to the records, the € value of the bets you made for your session was lower than the intended € amount, while the winnings were awarded appropriately.

This caused you to accumulate a higher balance than you were supposed to, thus gaining an unfair advantage. Due to the fact there are significantly more bets, than winning bets, we believe the casino has no other option but to void these bets. Regardless of your intention, we consider the casino's actions as justified based on the provided evidence.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.