The player from Canada had discovered that his casino account balance decreased from $140 to $0 overnight, even though he hadn't gambled the money away. The Complaints Team had asked for additional information and the casino had claimed to have resolved the issue by re-issuing the player's first deposit bonus. However, without confirmation from the player, we had been forced to reject the complaint, even if it was assumed that the issue had been resolved.
WinSpirit Casino - Player's winnings have been lost.
Amount: Can$140
WinSpirit Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Don’t trust these guys. I deposited $50 and built it up to $140. Checked my balance a day later to see it at $0. Contacted customer support only to be told that I spent my deposited amount which is completely false!!!!! These guys make money on deceiving people and scam them out of money without even having gambled it away. Disgusting
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11 months ago
Dear romanot563,
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.
- Could you please advise if it was your first game session in this casino?
- Could you confirm that you haven't shared your login information with a third party?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
If there’s any relevant communication, please forward it along with your game history to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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11 months ago
Dear romanot563,
Thank you for sharing your experience with us. We sincerely apologize for any inconvenience caused and value your feedback.
Kindly be informed that we’ve investigated your issue with your first deposit bonus, and would like to inform you it was re-issued to your bonus balance - don’t hesitate to check it and try your luck in our slots from the Bonus wagering section! We appreciate you making us aware of your negative experience.
We strive to ensure customer satisfaction with every interaction, and we apologize for the inconvenience we have caused you. Your input is crucial to us, and we appreciate your patience and understanding.
If you have any additional questions, feel free to contact us!
