Spirit Casino - Выигрыш игрока был конфискован.

Before my winnings were removed, I contacted the casino support to clarify whether the information they sent about bonus limits had anything to do with my withdrawal.

The support agent clearly told me that the message was only general information about bonuses and had nothing to do with my cashout.

At that moment my withdrawal was still marked as "pending", and the support confirmed there was no problem with my payout.

However, shortly after that conversation, my winnings were removed and limited due to bonus rules.

This is very confusing and unfair from my perspective, because I specifically asked the support if that message affected my withdrawal, and they clearly stated that it did not.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Were your winnings removed completely, or only partially? How much was left on your account after the winnings were removed?
• Have you passed account verification in the casino recently or in the past?
• Would you be able to share the relevant screenshots from your transaction history to better illustrate how much you deposited, won, and how much of your winnings were removed?
• Send the evidence to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Player's message (translated)

Dear team,

I would like to explain the course of my case in detail once again.

I received a €70 welcome bonus with a total wagering requirement of €700. While the bonus was active, I played with relatively small bets (around €1–2 per spin). In this phase, I won an amount of about 1000-1200 €.

I then contacted support to clarify whether I could already withdraw the money. The support told me that I still had to fulfill about 200 € in sales before a payout was possible. I then continued playing to meet the remaining wagering requirements.

Finally, according to my account, I reached the status of "wagering requirement" (702.2 / 700 €). This meant that the bonus was fully implemented.

After the wagering requirements were met, I continued to play with the existing funds in my account. During this phase – i.e. after completing the wagering requirement – I made a bigger profit in the game "Legacy of Dead", which increased my account balance to several thousand euros.

I then made several withdrawal requests (e.g. €2000, €4000, €1500, etc.). However, these disbursements were later rejected.

Before the rejection, I had asked the support again if a message about bonus rules concerned my withdrawal. The support explicitly explained to me that this information was only of a general nature and had nothing to do with my withdrawal.

It wasn't until later that I was told that my winnings would be capped due to bonus rules.

From my point of view, this situation is very contradictory, as I had met the wagering requirements and the support had previously confirmed that the bonus information mentioned was not related to my withdrawal.

I therefore ask you to carefully check the timing of my gaming account, in particular when exactly the bonus was terminated and when the big winnings were generated.

Sincerely, *** Ljiljana

Thanks for the detailed explanation.

• At the moment you completed the wagering of the bonus, how much was your balance?
• Were your winnings capped to the maximum limit specified in the bonus terms and conditions the moment the wagering was complete?
• Would you be able to share specifics of the bonus you activated, including its terms and conditions, with me? Send this information to my email at [email protected]

Dear Tomas,

Thank you for your feedback.

I will gladly answer your questions:

At the time I had fulfilled the bonus wagering requirements, my balance was around €600–700. Unfortunately, I can no longer give you the exact amount, but it was in that range.

As far as I know, my winnings were not capped at that time. Nor were any such restrictions clearly communicated to me. On the contrary, I received information that I had fulfilled approximately 77% of the wagering requirements and only a small remaining amount was needed (I have already submitted screenshots of this).

Regarding the bonus itself:

I received a bonus of €70. During the game, I played with stakes of approximately €1-2. I then achieved a larger win (approximately €1,000+).

I then contacted support and asked when I could withdraw my winnings. I was informed that I still needed to generate approximately €200 in revenue to fully meet the bonus requirements.

After fulfilling these remaining conditions, my balance – as mentioned above – was around €600–700, and I assumed that this was now my withdrawable real money.

Only after fully meeting the conditions did I continue playing with higher stakes (approx. €5–10). During the bonus phase itself, I played exclusively with low stakes (€1–2).

I then continued playing with the already wagered and withdrawable balance and achieved a higher profit (approximately €9,000 in total).

From my point of view, these are winnings earned through regular wagering after fulfilling the bonus conditions.

I hope this information helps clarify my case.

Best regards

Sehr geehrter Tomas,

vielen Dank für Ihre Rückmeldung.

Gerne beantworte ich Ihre Fragen:

Zum Zeitpunkt, als ich die Bonusumsatzbedingungen erfüllt hatte, lag mein Guthaben bei ungefähr 600–700 €. Den genauen Betrag kann ich leider nicht mehr exakt angeben, aber er bewegte sich in diesem Bereich.

Soweit mir bekannt ist, wurden meine Gewinne zu diesem Zeitpunkt nicht auf einen Höchstbetrag begrenzt. Mir wurden auch keine entsprechenden Einschränkungen klar kommuniziert. Im Gegenteil: Ich erhielt währenddessen Informationen, dass ich etwa 77 % der Umsatzbedingungen erfüllt hatte und nur noch ein Restbetrag fehlte (Screenshots hierzu habe ich bereits übermittelt).

Zum Bonus selbst:

Ich habe einen Bonus in Höhe von 70 € erhalten. Während des Spiels habe ich mit Einsätzen von ca. 1–2 € gespielt. Dabei habe ich einen größeren Gewinn erzielt (ca. 1.000 €+).

Daraufhin habe ich den Support kontaktiert und gefragt, wann ich auszahlen kann. Mir wurde mitgeteilt, dass mir noch etwa 200 € Umsatz fehlen, um die Bonusbedingungen vollständig zu erfüllen.

Nachdem ich diese restlichen Bedingungen erfüllt hatte, lag mein Guthaben – wie oben erwähnt – bei etwa 600–700 €, und ich ging davon aus, dass dies nun mein auszahlbares Echtgeld ist.

Erst nach vollständiger Erfüllung der Bedingungen habe ich mit höheren Einsätzen (ca. 5–10 €) weitergespielt. Während der Bonusphase selbst habe ich ausschließlich mit niedrigen Einsätzen (1–2 €) gespielt.

Mit dem bereits umgesetzten und auszahlbaren Guthaben habe ich dann weitergespielt und dabei den höheren Gewinn (insgesamt ca. 9.000 €) erzielt.

Aus meiner Sicht handelt es sich hierbei um regulär erspielte Gewinne nach Erfüllung der Bonusbedingungen.

Ich hoffe, diese Informationen helfen bei der Klärung meines Falls.

Mit freundlichen Grüßen

Here are just a few photos.

Hier sind nur einige aufnahmen

Thanks for your reply.

I recommend you request a game history from the casino and forward it to me for review.

To investigate the situation, we would require game history records starting the day you activated the bonus until the winnings were removed.

Please request these records from the casino in a format compatible with MS Excel, such as a .csv file

If the casino refuses to provide similar records to you, keep your communication with them as evidence and forward it to me instead.

My email is [email protected]

Thanks in advance for your cooperation.

Thanks for your messages and updates sent via email.

Was the casino able to process your request since your last response?

Looking forward to your reply.

Thank you for your inquiry

The casino has not yet processed or resolved my request.

I was simply asked to provide additional identity information for verification purposes. I provided this information completely and immediately (name, date of birth, address, telephone number, payment methods, and game history).

Since then, I have received no further feedback regarding processing or payment.

Since I have already submitted all the requested information, I expect the verification to be completed within a reasonable timeframe.

I would be grateful if you could tell me how long this process usually takes, as the processing has already been delayed.

My problem persists and I am still waiting for a final resolution from the casino.

Vielen Dank für Ihre Nachfrage

Das Casino hat meine Anfrage bisher nicht bearbeitet oder gelöst.

Ich wurde lediglich aufgefordert, zusätzliche Identitätsdaten zur Verifizierung zu übermitteln. Diese habe ich vollständig und umgehend bereitgestellt (Name, Geburtsdatum, Adresse, Telefonnummer, Zahlungsmethoden sowie Spielverlauf).

Seitdem habe ich keine weitere Rückmeldung zur Bearbeitung oder Auszahlung erhalten.

Da ich alle angeforderten Informationen bereits übermittelt habe, gehe ich davon aus, dass die Verifizierung in einem angemessenen Zeitraum abgeschlossen werden sollte.

Ich wäre Ihnen dankbar, wenn Sie mir mitteilen könnten, wie lange dieser Prozess in der Regel noch dauert, da sich die Bearbeitung bislang bereits verzögert.

Mein Problem besteht weiterhin und ich warte noch auf eine endgültige Klärung durch das Casino.

Dear Mr. Tomas,

Thank you very much for your feedback and your support in my case.

As you recommended, I requested my full gaming history from the casino. The attached screenshot shows that I explicitly requested all relevant data via both live chat and email.

However, the casino did not provide me with a complete and structured game history in the requested CSV or Excel format. Instead, I only received incomplete or difficult-to-analyze data (e.g., as a PDF/export view).

I am fully complying with my duty to cooperate and hereby provide you with all currently available documents.

Based on my previous experience with this casino – particularly regarding my withdrawal – there are unfortunately frequent delays or inadequate responses, which is why I assume that the requested full game history may also not be provided properly.

I therefore ask you to take this into account when evaluating my case.

Should I receive any further or more complete data, I will of course forward it to you immediately.

Thank you for your support.

Best regards

Sehr geehrter Herr Tomas,

vielen Dank für Ihre Rückmeldung und Ihre Unterstützung in meinem Fall.

Ich habe – wie von Ihnen empfohlen – die vollständige Spielhistorie beim Casino angefordert. Im beigefügten Screenshot können Sie sehen, dass ich sowohl über den Live-Chat als auch per E-Mail ausdrücklich um die Herausgabe aller relevanten Daten gebeten habe.

Das Casino hat mir jedoch keine vollständige und strukturierte Spielhistorie im gewünschten CSV- oder Excel-Format zur Verfügung gestellt. Stattdessen habe ich lediglich unvollständige bzw. schwer auswertbare Daten (z. B. als PDF/Exportansicht) erhalten.

Ich komme meiner Mitwirkungspflicht vollständig nach und stelle Ihnen hiermit alle aktuell verfügbaren Unterlagen zur Verfügung.

Aus meiner bisherigen Erfahrung mit diesem Casino – insbesondere im Zusammenhang mit meiner Auszahlung – kommt es leider häufig zu Verzögerungen oder unzureichenden Antworten, weshalb ich davon ausgehe, dass auch die angeforderte vollständige Spielhistorie möglicherweise nicht ordnungsgemäß bereitgestellt wird.

Ich bitte Sie daher, dies bei der Bewertung meines Falls zu berücksichtigen.

Sollte ich noch weitere oder vollständigere Daten erhalten, werde ich Ihnen diese selbstverständlich umgehend weiterleiten.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

I went over the information provided and reviewed the bonus history you sent me.

Did the casino provide you with information about the maximum cashout from the bonus (welcome VIP) either before the bonus was accepted or later?

Please let me know.

Hello ljiljana3012,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru