Complaint #29 Spirit Casino

Withdrawal verification issues

By MrBroke

4 days ago

I gave your site another try.

Won some money. Went to cash out and the problems started.

You asked for my ID and verified it.

Then you asked me for a bank statement. I provided that.

Then you asked me for a screenshot of my account number, name and transaction details.

This I couldn’t provide because the bank is not set up to display it that way. I showed you screenshots. You rejected them all and kept demanding that I submit something that I can’t. I can’t redesign a website for you.

I have provided the following.

1) My ID

2) A bank statement with my name and account number on it.

3) A screenshot of the transaction details with the unique message you have to put in.

4) A copy of the receipt from Interac that shows my name and deposit.

5) An email from the bank that shows my name, account and the transaction.

I will include all the same details here as an attachment.

Disputed Casino Spirit Casino

Reason Verification issues

Amount $4000

Discussion

AskGamblers

• Support Team

4 days 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.

MrBroke

4 days ago

I have been verified and paid out this can be close now.

One thing that I will mention for everyone’s benefit is that emails to the so-called manager go unanswered and chat support often uses form responses to anything they are asked.

I may have gotten paid out but I do not trust this casino.

MrBroke

4 days ago

The disputed amount is $4000. As of today they have verified my account. I am told that my withdrawal is processing but I have not received it yet.

AskGamblers

• Support Team

4 days ago

Dear @MrBroke,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Spirit Casino Complaint Stats

Resolved 12 / 12

Avg. Amount $1,934

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Spirit Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 5 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Spirit Casino Complaints

See all complaints for this casino

Multiple requests for Self Exclusion

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.

Resolved

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.

Resolved

$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

Casino not accepting valid verification documents

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.

Resolved

€2,500

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