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I bought free spins with a 20 cent stake for 20 euros and 100 euros were deducted at Winspirit Casino.

Ich habe freispiel auf 20 cent einsatz für 20 euro gekauft und 100 euro wurden abgezogen bei winspirit casino

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinSpirit Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player account accessible to you? Can you log in?
• Is the information about the game rounds you played in your game history? Does the information match your other screenshots?
• Which particular game rounds did the casino investigate?
• Were you provided with detailed round breakdowns from the casino?
• Is your game history accessible in the game itself? What results are displayed?
• Share any further evidence with me as screenshots here or send the information to my email at tomas@casino.guru

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

Best regards,

Tomas

Yes, I have access and no, it wasn't bonus money. I only bought the €20 free spins, from which €100 were deducted. I let them run their course and immediately contacted support, who refused to address the issue.

Ja ich habe zugriff und nein es war kein bonusgeld, ich hatte nur die 20 euro freispiele gekauft wo mir dann 100 abgezogen wurden und habe die duechlaufen lassen und sofort mich bei dem support gemeldet der nicht darauf eingehen wollte

Thanks for your reply.

• Are the records in your game history specific enough to include any game round IDs?
• Have you listed the game round IDs to the casino to launch an investigation?
• Have you been provided with any detailed breakdown of game round IDs from the casino?
• Which particular game rounds did the casino investigate?

Please let me know. Send any relevant communication to my email at tomas@casino.guru for review.

Thanks in advance for your cooperation.

Dear Arber8088,

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,
Tomas
Casino.Guru