Complaint #22 Spirit Casino

Casino not accepting valid verification documents

By missprawn

2 months ago

Spirit Casino are delaying my address verification with new excuses every time. I have provided 2 separate types of bank statements, both of which according to them are not accepted due to the type of bank.

The first is due to Revolut being an online bank. Fine, so instead I supply a bank statement from the largest (traditional) bank in my country (Bank of Ireland) and am then told that bank is also not accepted with no clear reason given.

I literally do not have another way to verify my address. I live in a shared house so the utility bills aren‘t in my name. The last government letter i received is from January, I won‘t receive another until next year. My phone is prepaid so there is no bill.

I have also offered letters from our national medical health service (government agency). Also not accepted.

For this to be resolved I expect Spirit Casino to honour their own terms and accept my bank statements (either one).

Due to the sensitive nature of my bank statements I would prefer to not upload them here unless required. I assure they contain the required details and meet the casino‘s requirements.

Disputed Casino Spirit Casino

Reason Verification issues

Amount €2500

Discussion

AskGamblers

• Support Team

2 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

missprawn

2 months ago

I confirm that my account was verified by Spirit Casino and that I received my withdrawal. This complaint can be closed. Thank you.

AskGamblers

• Support Team

2 months ago

Dear @missprawn,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Spirit Casino

• Representative

2 months ago

Dear missprawn,

Thank you for your patience throughout this process.

Following the latest review from our side, we can confirm that the account has now been successfully verified and the withdrawal has already been processed accordingly.

We understand that the verification flow may have seemed confusing at certain stages and we appreciate your cooperation while the matter was being resolved.

Please let us know if there are any remaining questions or if any further assistance is still required from our side.

Spirit Casino Complaint Stats

Resolved 9 / 9

Avg. Amount $2,199

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Spirit Casino Complaints

See all complaints for this casino

Casino ignoring my deposit limits requests

Seems like this casino don’t care about their users requests to set deposit limits. I am asking them since july 28th without success.

First request was sent on the 28th to their support email. I sent 3 emails that were completely ignored. The 3rd email
Was to close the account as I was desperate. Then I used their online chat and they suggested I use the vio email instead. They responded to that one telling I should take a break on my own instead. I reiterated I wanted that deposit limit. They then asked me again to reconsider.

Since August 1st I deposited 600$, I believe this should be reimbursed as they are claiming having a 24/7 support. I am attaching all the screenshots of my requests and conversations.

Thank you.

90h left

$600

Doing everything to not approve my withdrawals

I signed up with Spirit Casino after reading good reviews on here - however my experience has been a nightmare. I deposited funds July 8th and 9th to the casino and won a few times. My withdrawals totalled $15,000.

I completed the verification process and it was very long and gruelling, with many requests for more information, software error messages etc.

Finally everything was verified and I tried to withdrawal. But they kept declining it with no reason stated. After speaking to 10 chat agents, all with different answers that seem copy and pasted, one told me to upload a pdf bank statement showing my deposit. I informed them I would have to wait until my RBC statement is published, which would be July 26th, my normal statement cycle end date. They said that was fine.

I then got an email saying they are closing my account if pdf isn’t received by July 23rd. It hasn’t even been 3 weeks since I opened my account, and everything else is fully verified.

Finally I was able to figure out a way to upload a pdf of recent transactions, only for their system to give me repeated error messsages. The chat agents were zero help and kept telling me to upload pdf. They didn’t and wouldn’t acknowledge that their system wouldn’t allow me.

Finally after trying a third device, I successfully uploaded said document.

However they keep telling me in chat to “check back for updates later” and are refusing to approve my 100% legitimate withdrawals.

I have NEVER used a bonus on their site, so there is no wagering needed. I have wagered well past my original deposit. I have fully verified my account and send them everything they requested. But still they continue to delay and I am very stressed.

This is the most crooked casino I have ever experienced and I am afraid their activity is illegal.

Please assist me in getting my withdrawals so I can forget this casino and move on with my life.

Resolved

$15,000

Account disabled after depositing

Dear ,
I have signed up to this new casino and upon making my first depoist of $100 and was deducted my account was logged out and upon signing again it says account disabled and i cannot contact the website through their live chat as i do not have a active account. I have sent an email to support and there is no response from their end.
Please resolve this complaint.

Resolved

$100

Closed my account without explanation

I have played at this casino before and had a bit of a break. Everything was going well before. Now I got 20 free spins, I won €40 with them. The conditions were clear to wager the winnings 50x and the maximum withdrawal was €50. The conditions were met and I decided to withdraw that amount of €40, to the same card I have made deposits with before. When I made a withdrawal request, they immediately closed my account. Attached is the only answer I have received from them as to why this has happened. I sent several messages and the only answer was that. Their customer service cannot be reached if you are not logged into your account.

Resolved

€40

Closure of my account after deposit

Hello. I don’t think I was allowed to open an account with this casino, yet on December 3rd the registration went through without any restriction when I signed up with my email address. Immediately after making a €33 deposit (which was charged to my bank account), my account was closed. I only want a refund of my €33. I have already sent them two emails but haven’t received any response or any reaction from them. Thank you for your help.

Resolved

€33

Account disabled with 920 euro stuck in the casino

Spirit casino has disabled my account with a withdrawal of 920€ in the account.

I reached to them via email and they responded by asking me for picture from my skrill account with deposits shown. I explained that i dont have skrill account and i have been using skrills rapid transfer which is a iban deposit method that you dont need skrill account for.

It's confusing since on the deposit page there is just skrill when you press deposit with skrill a new window pops up where you can choose skrill wallet or rapid transfer but even if you choose rapid transfer it will show in your deposit history only "skrill" i sent the receipt of the last deposit to their casino from my bank.

I would expect more swift communication in a situation like this where my account is disabled and my funds stuck in the casino

Resolved

€920

Casino closed account after winning

I made a user to this casino, was success. Then I deposited 20 euros, didn't take any bonuses. Then I played 90k Yeti game, won so that my balance was 130 euros. I closed the game and tried to withdraw, immediately my account was logged out and i cant log in anymore. It says that my account is disabled. I have contacted them but haven't got any answers. This is just wrong and stealing. I want my winnings back.

My last complaint was rejected because I didn't provide enough evidence. Well I cant provide any screenshots because my account is disabled so I cannot log in to get any. Also the casino does not answer to my emails, and the live chat in their page doesn't work unless you are logged in, which again I'm unable to do. Is it really so that this casino can just steal my money and I cant even write a complaint? It says on your page that this is trustworthy casino, which this obviously isn't.

Resolved

€130

Multiple limit requests ignore and deposits continued

I have made multiple deposit limit requests to spirit casino. They were all ignored or answered with offers to not set a limit. I finally had enough and made a very clear deposit limit request date of:

$40 Monthly limit
New Zealand Time
26 August 2025
3:35 PM

This was also met with an offer of 20 free spins to not set a limit.

Since I made this very clear date request I have gone on to deposit a further $515 that I believe should be refunded. As of 27 August, 9 PM after 5 email requests I still do not have a deposit limit in place.

I will include screen shots of the deposits that should not of been allowed and their time stamps. I will also include screen shots of my adamant request for a limit and their response.

They are taking advantage of people with gambling addictions and ignoring their requests for limits. Which I do not know if that is even legal considering their license and all the providers they have signed.

Please refund my $515 NZD and set my $40 monthly deposit limit.

Resolved

$475

Complaint Regarding Spirit Casino Account Deactivation and Deposit Retention

Hello AskGamblers Team,

I am writing to submit a complaint regarding Spirit Casino, operated by Dama N.V.

Here is my situation:

I made a deposit via Interac.

Shortly after, when I attempted to log in, I was informed that my account had been deactivated/disabled.

Despite this, my deposit was successfully charged from my bank account.

I contacted the casino’s support to request either the reactivation of my account or the refund of my deposit, but I have not received an answer

I would like to clarify that I am only requesting the return of my deposited funds, not any winnings. Since the casino accepted my payment while denying me access to my account, I believe I am entitled to a refund.

Please find below the relevant details:

Casino: Spirit Casino (Dama N.V.)

Date and method of deposit: Monday 18th august at 20:16 via Interac

Amount: 200$

Account email / ID: [email protected]

I kindly request your assistance in mediating this issue and ensuring that Spirit Casino processes the refund of my deposit.

Thank you in advance for your support.

Best regards,

Resolved

$200

Disconnected my account and stole my money

I registered at this casino, made a deposit of 10$. I played, I played, I played some more. My balance is now $21. And I wanted to withdraw. First they conducted verification, I sent everything, verification passed, all the documents I have clean. Then they just disabled my account and stole my 21$. I decided from your review that the casino is good and does not steal money. Your high rating of this casino attracted me and I registered here. Please help me. They stole my money without explanation. My account in the casino [email protected] Koshkina Natalia Andreyevna. I am attaching proof of communication with customer service.

Rejected

$21