Spirit Casino - Вывод средств игрока задерживается из-за ограничений аккаунта.

Hello,

Unfortunately, the casino refuses to pay me out.

I deposited at this casino using a credit card. For some reason, this casino doesn't offer credit card withdrawals and only accepts bank transfers.

Since I deposited with a Revolut credit card, I would also like to withdraw to my bank account there. I uploaded a bank statement for this purpose, but it was rejected. They say they don't make withdrawals to non-physical banks.

The casino apparently simply assumes that everyone has an account at a physical bank; there's nothing in the terms and conditions about this upfront. Fortunately, I have an account at a physical bank, but it's my primary account and not intended for casino payments. I then submitted an original bank statement with the balance redacted, and it was rejected because it was being processed. I must submit a bank statement with the balance from an account at a physical bank, otherwise, no withdrawal will be processed.

I haven't encountered this practice at any Dama NV casino yet. Moreover, it should be regulated in the terms and conditions.

I therefore ask for your help, as I cannot make any progress with this casino and would otherwise have to have the deposit refunded via chargeback.

I have uploaded the rejected documents and the chat history for you.

Thank you in advance for your effort!

Hallo,

leider verweigert mir das Casino meine Auszahlung.

Ich habe bei diesem Casino per Kreditkarte eingezahlt. Warum auch immer bietet dieses Casino keine Auszahlungen auf Kreditkarte an und es geht nur Banküberweisung.

Da ich mit einer Kreditkarte der Bank Revolut eingezahlt habe, möchte ich auch gerne auf mein Bankkonto dort auszahlen. Hierfür habe ich einen Kontoauszug hochgeladen, der abgelehnt wurde. Es heißt es werden keine Auszahlungen an nicht physische Banken vorgenommen.

Das Casino geht scheinbar einfach davon aus, dass offenbar jeder ein Konto bei einer physischen Bank hat, in den AGB ist hier im Voraus nichts zu finden. Zum Glück habe ich ein Konto bei einer physischen Bank aber das ist mein Hauptkonto und nicht für Casino Zahlungen eigentlich nicht gedacht. Ich habe dann einen originalen Kontoauszug mit geschwärztem Kontostand eingereicht und dieser wurde abgelehnt, da er bearbeitet sei. Ich muss einen Kontoauszug mit Kontostand von einem Konto bei einer physischen Bank vorlegen, sonst wird keine Auszahlung durchgeführt.

Diese Praktik habe ich bisher bei noch keinem Dama NV Casino erlebt. Zudem müsste das in den AGB geregelt sein.

Ich bitte daher um Ihre Mithilfe, da ich mit diesem Casino nicht weiterkomme und sonst die Einzahlung per Chargeback zurückbuchen lassen müsste.

Die abgelehnten Dokumente und der Chatverlauf habe ich Ihnen hochgeladen.

Besten Dank im Voraus für Ihre Mühe!

Dear SebaFred26,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

It is also important to mention that the casinos do not accept modified documents. I understand you did it for your own protection, however casinos see it as a red flag.

Will you be able to provide an original, not modified document to the casino?

Additionally, do I understand correctly that you do have separate account for your gambling activity?

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,

Katarina

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello Katarina,

Thank you very much for the quick response!

I deposited money into this casino using my Revolut Bank account. A withdrawal isn't possible because this bank doesn't have any physical branches. That's a contradiction in terms. Moreover, in 2025, many banks won't have any physical branches.

I've played at other casinos in the Dama NV group, and it's never been a problem. However, this casino refuses to accept this and doesn't mention it in its terms and conditions. It can't be that a user has to open an account at a bank with physical branches in order to withdraw money here.

To me, this borders on fraud, because all users who deposit with online banks like Revolut don't get their money paid out. What's more, the casino even offers a bonus for deposits with Revolut (see screenshots).

The Revolut account statement is, of course, unedited and original from the bank; I have uploaded it as an attachment when preparing this complaint.

Hallo Katarina,

besten Dank für die schnelle Rückmeldung!

Ich habe mit meinem Konto bei der Revolut Bank bei diesem Casino eingezahlt. Eine Auszahlung soll nicht gehen, weil diese Bank keine physischen Filialen hat. Das widerspricht sich doch selber. Zudem haben im Jahr 2025 sehr viele Banken keine physischen Filialen.

Ich habe schon in anderen Casinos der Dama NV Gruppe gespielt, es war nie ein Problem. Dieses Casino jedoch weigert sich und hat auch in den AGB nichts dazu stehen. Es kann doch nicht sein, dass ein Nutzer ein Konto bei einer Bank mit physischen Filialen eröffnen muss um hier auszahlen zu können.

Für mich grenzt das als Betrug, weil alle Nutzer, die mit Online Banken wie Revolut einzahlen, ihr Geld nicht ausgezahlt bekommen. Hinzu kommt, dass das Casino Einzahlungen mit Revolut sogar auch noch extra anbietet (siehe Screenshots).

Der Kontoauszug des Revolut Kontos ist natürlich unbearbeitet und original von der Bank, ich habe ihn bei der Erstellung dieser Beschwerde als Anlage hochgeladen.

In the meantime, I tried using recent credit card statements from American Express and Norwegian Bank, but these were also rejected. I also have an account confirmation from Klarna Bank, and I don't have an electricity or gas bill.

Ich habe es zwischenzeitlich noch mit aktuellen Kreditkartenabrechnung von American Express und der Bank Norwegian versucht, diese wurden auch abgelehnt. Eine Kontobestätigung der Klarna Bank ebenfalls, eine Strom- oder Gasrechnung habe ich nicht.

Hello SebaFred26,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear SebaFred26,

thank you for your reply and patience.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello Katarina,

I have sent you the email history and all proof of address provided to the casino to the email address provided.

Thank you very much for your effort!

Hallo Katarina,

ich habe Ihnen den E-Mail Verlauf sowie alle dem Casino zur Verfügung gestellten Adressnachweise an die genannte E-Mail Adresse geschickt.

Vielen Dank für Ihre Mühe!

Thank you very much, SebaFred26, for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Spirit Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We need to extend the timer for 7 more days since we are still trying to reach the casino.

Dear SebaFred26 and Pavel,

We apologize for the delay in our response. The card submitted by the player has been successfully verified and is fully acceptable. However, the withdrawals were canceled because we have not yet received valid proof of address.

To proceed, we kindly ask the player to provide a document showing both their name and address. The document must be no older than 90 days and can be, for example, a utility bill, bank statement, tax bill, or an official certificate of residence.

Please also note that the document must not be edited, cropped, or photographed — it should be submitted in its original, unaltered form. Once we receive this, we will be able to move forward with the withdrawal process.

Hello Pavel,

Unfortunately, the casino continues to refuse to pay me out.

As the casino wrote here, I uploaded a bank statement. This was again rejected without any explanation, even though it met all the requirements. The automated email stated that a credit card statement could also be uploaded. I then uploaded a recent American Express credit card statement, which was also rejected without any explanation.

I forwarded the two rejected documents and the email (the same for both documents).

Thank you so much for all your help!

Best regards

Hallo Pavel,

leider verweigert mir das Casino weiterhin die Auszahlung.

Wie hier von dem Casino geschrieben, habe ich einen Kontoauszug hochgeladen. Dieser wurde wieder ohne jegliche Angaben von Gründen abgelehnt, obwohl er alle Anforderungen erfüllt. In der automatischen E-Mail steht, dass man auch eine Kreditkartenabrechnung hochladen kann. Ich habe daraufhin eine aktuelle American Express Kreditkartenabrechnung hochgeladen, ebenfalls ohne jegliche Angabe von Gründen abgelehnt. 

Ich habe die beiden abgelehnten Dokumente sowie die E-Mail (bei beiden Dokumenten dieselbe) weitergeleitet. 

Vielen Dank für deine ganze Hilfe!

Beste Grüße

Dear Spirit Casino, could you, please, explain what exactly is wrong with the player's bank statement? You can do so to my e-mail: [email protected].

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear SebaFred26,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Pavel