WinSpirit Casino - Die Auszahlung des Spielers verzögert sich aufgrund von Verifizierungsproblemen.

For some time, someone has been attempting to withdraw a large amount from Win Spirit. Numerous difficulties arose during the verification process. Withdrawals involve several consecutive verification steps (including ID scans and bank card uploads), which are only partially or exclusively performed via chat or customer service. Unlike deposits, which are seamless and without additional security queries, the withdrawal process is complex and error-prone. The first verification attempt took over two hours and was interrupted by technical problems and repeated requests. During this process, a system message appeared, suggesting that the withdrawal should be omitted and that additional funds should be deposited instead. After successfully completing the verification process (including ID, bank card, and email confirmation), the withdrawal was initially confirmed, but two days later, it was canceled in the user account without prior notification. The reason given was the lack of email confirmation, even though this had already been done previously. A further attempt at email verification using the link sent to me failed because no email was delivered. Only after contacting customer support (live chat) again was the email verification completed. Despite the supposedly complete verification, the withdrawal amount remains pending.

Seit einiger Zeit wird versucht, eine Auszahlung eines größeren Betrags bei Win Spirit zu veranlassen. Dabei traten zahlreiche Schwierigkeiten im Verifizierungsprozess auf. Die Auszahlung ist mit mehreren, aufeinander aufbauenden Verifizierungsschritten verbunden (u. a. Ausweisscan, Bankkartenupload), die nur teilweise oder ausschließlich über den Chat bzw. den Kundenservice funktionieren. Im Gegensatz zur Einzahlung, die reibungslos und ohne zusätzliche Sicherheitsabfragen erfolgt, ist der Auszahlungsprozess komplex und fehleranfällig. Der erste Versuch der Verifizierung nahm über zwei Stunden in Anspruch und wurde durch technische Probleme und wiederholte Anforderungen unterbrochen. Während dieses Prozesses erschien zudem eine Systemmeldung, die nahelegte, auf eine Auszahlung zu verzichten und stattdessen weiteres Geld einzuzahlen. Nach erfolgreichem Abschluss der Verifizierung (inklusive ID-, Bankkarten- und E-Mail-Bestätigung) wurde die Auszahlung zunächst bestätigt, jedoch zwei Tage später ohne vorherige Mitteilung im Benutzerkonto storniert. Als Begründung wurde das Ausbleiben der E-Mail-Bestätigung genannt, obwohl diese zuvor bereits durchgeführt worden war. Ein erneuter Versuch der E-Mail-Verifizierung über den zugesandten Link schlug fehl, da keine E-Mail zugestellt wurde. Erst über den erneuten Kontakt zum Kundensupport (Live-Chat) konnte die E-Mail-Verifizierung abgeschlossen werden. Trotz nun angeblich vollständiger Verifizierung bleibt der Auszahlungsbetrag bislang ausstehend.

Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with WinSpirit Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• How long have you been a player at this casino, please
• Could you please clarify when exactly you requested the withdrawal? 
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit? 
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Katarina

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We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Silverback,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

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Thank you in advance for your time and feedback.

Best regards,

Katarina