Complaint #41 WinSpirit Casino

81330 euros Missing From My Balance Followed by Loss of Account Access

By Damaris W.

1 week ago

I am submitting this complaint regarding my WinSpirit account and a missing balance of €81,330.71.

Around the middle of July 2026, WinSpirit blocked my account without providing me with a clear explanation.

On 10 October 2026, WinSpirit asked me to complete KYC verification using my email address:

damaris.wagner.de.87@gmail.com

I submitted the requested verification photographs and documents. The verification was successfully completed and WinSpirit restored access to my existing account. The relevant KYC/support communication included ticket #4467517.

After regaining access, I discovered that my previous balance of €81,330.71 was no longer there and the account showed only approximately €1.

I immediately contacted WinSpirit. For more than two weeks I repeatedly contacted support by live chat and email. I was repeatedly told that the case was being reviewed by the responsible/specialized department, that further details were being clarified and that a final decision regarding my balance was still pending.

On 26 October 2026, while this investigation was still ongoing, I was suddenly logged out of my account and could no longer access it.

After that, several WinSpirit support agents told me that they could no longer find an account connected to damaris.wagner.de.87@gmail.com, even though WinSpirit itself had used this exact email address only around two weeks earlier for my successful KYC verification and restoration of access.

I never requested or authorized any change to my email address or other account details.

I have retained extensive evidence, including WinSpirit KYC emails, support correspondence, live-chat conversations, screenshots, ticket references and account-related information.

I cannot independently determine what happened internally at WinSpirit. However, I am extremely concerned about possible unauthorized or otherwise unexplained changes to my account, account access and financial records.

I am requesting the following resolution:

1. Immediate restoration of access to my existing verified account through:
damaris.wagner.de.87@gmail.com

2. Restoration of my legitimate balance of €81,330.71.

3. Preservation and review of all wallet, transaction, security, email-change and administrative audit logs connected to my account.

4. A clear written explanation of what happened to my balance and why my verified email/account access was changed or lost.

5. Confirmation that no unauthorized withdrawals or account-detail changes can occur while this dispute remains unresolved.

I have tried to resolve this directly with WinSpirit for weeks. I still have neither my balance nor normal access to my verified account, so I am asking AskGamblers for independent assistance.

I want WinSpirit to restore access to my existing verified account through damaris.wagner.de.87@gmail.com, restore my legitimate balance of €81,330.71, preserve and review all relevant security and transaction logs, and provide a clear written explanation of what happened to my balance and account details.

Disputed Casino WinSpirit Casino

Reason Missing Funds

Amount €81330.71

Discussion

90 hours left for damaris.wagner.de.87 to respond.

WinSpirit Casino

• Representative

5 hours ago

Dear AskGamblers Team,

We have sent an email with further clarification regarding this complaint to support@askgamblers.com. Could you please review it at your convenience? We look forward to your feedback.

Thank you for your time and cooperation!

AskGamblers

• Support Team

6 hours ago

Dear WinSpirit Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

damaris.wagner.de.87

4 days ago

WinSpirit Casino,

Thank you for your response. However, this is essentially the same answer I have been receiving since the summer, throughout the problems involving my account, the missing balance and the subsequent loss of access. The matter has now been ongoing for more than five months in total.

Had this been the first request for additional time, I could have understood waiting a couple of weeks for a proper investigation. After months of similar assurances, however, another request to wait, without any findings or a clear timeframe, provides little reassurance.

Please provide a substantive update explaining what has been established, what remains to be investigated, and when I can expect a resolution.

@AskGamblers,

This is precisely the pattern of communication I referred to in my complaint. The replies are polite, but repeated assurances that the matter is being investigated have not resulted in a clear explanation or a resolution.

I would like to emphasise again that the overall situation has lasted more than five months. After so long, these repeated requests for patience increasingly feel like indefinite postponement. They leave me with the impression that I am expected to become discouraged, give up and accept that my case will never be resolved.

I therefore respectfully ask you to review the full history of this matter and actively assist in obtaining concrete answers and a clear timeframe from the casino.

I turned to AskGamblers because I trust your reputation and consider you a leader in resolving player complaints. I sincerely hope that, with your assistance, this case can finally move towards a fair and transparent resolution.

Kind regards,
Damaris

WinSpirit Casino

• Representative

4 days ago

Dear Damaris,

Thank you for bringing this matter to our attention.

We are currently conducting a thorough investigation into the circumstances described in your complaint. We kindly ask for a little more time to review all the relevant details and clarify the situation.

Please rest assured that we are treating this matter with due attention and will get back to you with an update as soon as possible.

Thank you for your patience and understanding.

WinSpirit Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $887

Avg. Complaint Duration 7 days

Avg. Response Time 1 day

Complaint Status

90h left

€81,331

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