1000 Spins Casino - Povlačenje igrača je odloženo.

I made a withdrawal request of €4,667 on March 23rd (ID 204962). My account and identity (KYC) have been fully approved by the casino before.

The casino delayed the withdrawal for 17 business days, after which they canceled the withdrawal and requested a new SEPA withdrawal (ID 228092) on April 15. Their customer service representative Chloe promised in the chat that the processing time would automatically resume from the original date, but later they claimed that the time had started over.

Today, April 21st, the casino's own 21 business day deadline has been exceeded, but the withdrawal is still in the 'pending' (pågår) status. I have played with 1 euro bets according to the rules and won honestly, but the casino continues to delay the payment with vague explanations.

Tein 4 667 euron kotiutuspyynnön 23. maaliskuuta (ID 204962). Tilini ja henkilöllisyyteni (KYC) on täysin hyväksytty kasinon toimesta jo aiemmin.

Kasino viivytti kotiutusta 17 arkipäivää, jonka jälkeen he peruivat noston ja pyysivät tekemään uuden SEPA-kotiutuksen (ID 228092) 15. huhtikuuta. Heidän asiakaspalvelijansa Chloe lupasi chatissa, että käsittelyaika jatkuu automaattisesti alkuperäisestä päivämäärästä, mutta myöhemmin he väittivät ajan alkaneen alusta.

Tänään 21. huhtikuuta kasinon oma 21 arkipäivän takaraja on ylittynyt, mutta kotiutus on edelleen tilassa 'pending' (pågår). Olen pelannut sääntöjen mukaisilla 1 euron panoksilla ja voittanut rehellisesti, mutta kasino viivyttää maksua jatkuvasti epämääräisillä selityksillä.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Anskuli,

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

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Would you be able to share screenshots of your payout requests with the status visible?
• Would you be able to share the most recent communication with the casino regarding the delay you refer to in your post? Send the information to my email at tomas@casino.guru or post it here.

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Matej,

Thank you for your assistance. Here is an update on my situation:

1. My account is fully verified (KYC completed).

2. I have made a new withdrawal request as the casino requested after they cancelled my previous one.

3. The casino has not responded to my inquiries since the cancellation, and the new withdrawal is still pending.

I am concerned about the continuous delays. Please let me know how we should proceed.

Best regards,

Customer service told me that I didn't need to make a new withdrawal request even though they had returned the money to the game account, but I still made a new withdrawal request right away.

Asiakaspalvelu sanoi minulle että ei tarvi tehdä uutta nosto pyyntöä vaikka olivat palautaneet rahat pelitilille mutta tein silti heti uuden nosto pyynön sepa

Dear Anskuli,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello Anskuli,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Okay, thank you.

Ok kiitos

Dear Anskuli,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Lucia S