WinSpirit Casino - O pedido de encerramento da conta do jogador está atrasado.

Hello! I have a problem with Win Spirit. I've tried several times to close my account because I lost a lot of money there, but I continued playing anyway. I tried several times in the chat to close my account, and the employee replied that I would receive an email regarding self-exclusion. I never received this email, and of course, I continued losing. I would now like my money back because I have repeatedly asked them to close my account immediately, but it never happens. Please help!

best regards, Claudia

Hallo! Ich habe ein Problem mit Win Spirit. Ich habe schon mehrfach versucht mein Konto dort zu schließen, da ich dort sehr viel Geld verloren habe, aber trotzdem weitergespielt habe. Ich habe im Chat mehrfach versucht mein Konto zu schließen, der Mitarbeiter hat mir geantwortet dass ich eine Mail erhalte zum Selbstausschluss. Diese Mail habe ich nie erhalten. Und natürlich weiter verloren. Ich hätte nun gerne mein Geld zurück da ich mehrfach darauf hingewiesen habe bitte sofort mein Konto zu schließen aber es passiert nie. Bitte um ihre Hilfe!

liebe Grüße Claudia

Dear claudi3110,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino via email along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello!

Thank you for your help. The account has finally been closed!

Best regards

Hallo!

danke, für ihre Hilfe. Das Konto wurde endlich geschlossen!

liebe Grüße

But I didn't get the money I lost back. Unfortunately, I didn't save the emails. But I asked several times in the chat to close my account because I was suffering from large losses. Unfortunately, I continued playing anyway, as I apparently have an addiction problem.

Aber das verspielte Geld hab ich nicht zurück bekommen. Leider hab ich die Mails nicht gespeichert. Aber im Chat habe ich mehrere Male gebeten mein Konto zu schließen, da ich große Verluste hatte. Leider habe ich trotzdem weitergespielt, da ich scheinbar ein Suchtproblem habe.

Update: My account hasn't been blocked yet. It's still open.

Update: mein Konto wurde doch noch nicht gesperrt. Es ist immer noch geöffnet

Hello!

I would like to close this case, please. I have reached an agreement with the casino. Thank you.

Hallo!

Ich möchte den Fall bitte schließen. Ich habe mich mit dem Casino geeinigt. Danke

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.