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winspirit seized my balance, sent me the email attached explaning why my account was closed

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What were the events shortly before the casino blocked your account? Did the casino close it after you submitted a withdrawal request? Or was it after you sent identity documents for verification? Or was your account closed right after you accumulated a significant win? Please describe the situation in as much detail as possible.
• Have you made any successful withdrawals from this casino before?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

The casino closed it after I verified and then submitted a withdrawal request.

And yes it was a significant win it was 25000 to 95000 BUT you see I lost 25000 aswell previously.

I have made no successful withdrawals before.

I played live casino games, to be specific Lightning Baccarat and other Baccarat games.

My significant wins were accumilated on Lightning Baccarat.

The casino refuses to provide accurate information or any information regarding WHY my account was closed.

Were your documents successfully verified before the casino closed your account?

Please forward me all the other communication between you and the casino regarding the verification and the subsequent closure of your account at veronika.f@casino.guru. Thank you for your cooperation.

hey, yes, it was verified, i cant prove i was verified because it was only visible inside the website, cant access website support eitehr hes the email i got regarding my closure of my account.

the email is attached above

Dear barnali

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear barnali,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from WinSpirit Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear WinSpirit Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the specific reason why the account was closed.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

We’d like to follow up with you by email; however, we don’t currently see any contact details. Could you please share your email address so we can provide a more detailed response?

Dear WinSpirit Casino,

thank you for your message.

You may contact me directly by email at samuel.s@casino.guru. Please feel free to share the relevant details there, and I will continue coordinating the case accordingly.

I kindly ask that any non-sensitive updates or conclusions also be summarized here in the thread for transparency and proper case tracking.

Thank you for your cooperation.

Dear Samuel,

We’ve sent you an email regarding this complaint, please check your inbox.

Dear barnali and WinSpirit Casino,

Thank you, WinSpirit Casino, for sending the details via email — I appreciate your cooperation in helping to clarify this case.

Dear barnali, to help us fully understand the situation, could you please confirm the URL of the casino you accessed, or provide a screenshot showing which site you used to log in? This will help us ensure the complaint is handled accurately and efficiently.

Once I have this information, I can continue coordinating the case and keep both sides updated appropriately.

Dear barnali,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru