WinSpirit Casino - Печалбите на играча са конфискувани.

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.

Jag registrerade mig på en winspirit, vann pengar på dom freespinsen, spelade ett spel som jag vann mycket på, men under tiden spelade så försvann 50 euro. Så hade 50 euro kvar, så forsätte spela, vann upp till 1500 euro och skulle ta ut där, jag verifierade mig, jag gjorde en insättning på 20 euro, verifiera mitt bankkort. Jag fråga innan uttaget om de va nå mer ja skulle göra. Men nej, dock hade ja tydligen någon form av bonus, men de skulle ej va något problem, dom skulle skicka tillbaka pengarna om de blev nå strul, jag kunna göra uttag på allt, de stod inget om bonusbalans eller nått sånt, men de dom gjorde va att avbryta mitt uttag sen ta mina 1500 euro, fick tillbaka insättningen.. alltså jag hade absolut ingen aning om detta. För jag fråga supporten innan, men dom sa inget om just detta . Men dom menar att dom krediterat mig någon form av bonus felaktig under tiden jag spelade , så därav tog dom pengarna, men supporten sa inte till mig om detta eller något .

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