Closed my account without explanation

Hey,

I have sent spirit casino multiple requests to self-exclude me and they are not doing it. I have told them it is leading to a gambling habit and they are trying to get money out of their clients without giving us the option to self exclude ourselves as they don’t have any option on their website. When you speak with live agents on chat they also they don’t have the option to self exclude which is total B.S. they are taking advantage of users who are suffering from gambling habits by closing their account.

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.

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.

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

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.

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,