WinSpirit Casino - Povlačenje igrača je odloženo zbog tekućih problema sa verifikacijom.

I have deposited money into my account claiming a bonus with a deposit which I then started winning and turned over the wager rollover requirements that come along with the bonus.

To cut it short and then got my account up to 4 1/2 to $5000 Australian and decided I wanted to withdraw the money not realising there were too old cards that weren’t verified and that had been cancelled and closed by the bank but linked to my bank account which is still current and used on daily basis even for this deposit that got me the winnings. So my first attempt to withdraw any dollars was declined due to verification problems so then started the process working with them and their requirements to verify these two cards that had been cancelled and closed by the bank at the start of the year which shows in the documents of my bank has provided me via email. I’ve sent screenshots the original copies PDF copies even the online chats with their assistance through my banking app also sending screenshots of what they’re asking and me providing what they’re asking back to them. In the mix of this I managed to get one of the two cards verified then tried to withdraw $500 and they happily sent that $500 through to my latest card that is verified and linked to the same bank account details that all the previous cards have been link too.

and since then I’ve tried to withdraw more money from my account and now there not complying and resulting straight back to the verification of this last card that

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Hello,

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.

• Is your player's account accessible to you?
• Could you please specify when you have made the deposits using the cards, subject to the verification process at the casino?
• Have you made any previous successful payouts?
• Are both cards associated with the same active bank account?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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

•yes the account is accessible to me

•the deposits made recently are from my current card that is verified do you need dates? The deposits made recently made in which the winnings were obtained are from a verified card. However they will not pay due to having two unverified cards that have not been used due to being lost or stolen

• yes they paid $500 recently from the recent winnings whilst one card was still unverified but will not pay out the rest

• both cards are associated with the same active bank account and I also have a letter from the bank stating when the cards were active and when they were closed for the last 4 cards.

• the first inititial deposit, a bonus was claimed which had a wager of 35-45% but I successfully completed the wager that was required for that bonus. Which they then once again paid $500 to me from that but nothing more.

I will send the screenshots of the conversation to your email.

Dear Countnstacks,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite WinSpirit Casino representative to join this conversation.

Dear WinSpirit Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Ok

Hi Barbora,

Thank you for your patience.

We've just sent the requested information to your email. Please let us know if you need anything else from our side.

Dear WinSpirit Casino,

Thank you for your response.

I have received your email and am currently reviewing the information provided. I have a few follow-up questions regarding the verification process, which I have sent to you privately.

Dear Barbora,

We've just sent the requested information to your email. Please review it when you have a moment, and let us know if you need any further clarification.

Thank you!

Dear WinSpirit Casino,

Thank you for your response. I have sent you a follow-up email with a few additional questions regarding this case. I look forward to your reply.

Thank you in advance.

Dear Barbora,

We've just sent you another email with the requested clarification and supporting information. Please take a look when you have a chance.

Thank you!

Dear Countnstacks,

Thank you for your patience.

I have now received additional clarification from the casino regarding your verification process.

The casino has confirmed that they would accept either an original bank-issued PDF statement or an official letter issued directly by your bank confirming that the payment card ending in 1027 belonged to you and, if applicable, that it was later replaced by your current card, provided the document passes their standard verification process.

Could you please let me know whether you would be able to obtain such a document from your bank and submit it directly to the casino? Once you do so, please keep me informed of the outcome so I can continue reviewing your complaint.

Dear Countnstacks,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Barbora
Casino.Guru