1000 Spins Casino - Povlačenje igrača je odloženo.

I won €3300 and the casino is refusing to pay out. They're stalling me without giving a reason. My account is fully verified. I've fulfilled and wagered all the bonus conditions. I contacted customer service by email and haven't received a response. Only the live chat responds, and there I only get standard replies.

Ich habe 3300€ gewonnen und das Casino verweigert die Auszahlung. Ich werde hingehalten ohne Begründung. Mein Konto ist komplett verifiziert. Ich habe alle Bonusbedingungen erfüllt und umgesetzt. Ich habe den Kundenservice per Mail kontaktiert und keine Rückmeldung erhalten. Nur der Live Chat reagiert, dort erhalte ich Standardmäßige Antworten.

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Dear LayaH81,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

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

Best regards,

Jean

Good day,

Thank you for your support.

I haven't had a successful payout yet. This was also my first payout request.

I achieved the winnings with a bonus, but I have fulfilled the bonus conditions.

I am sending you a screenshot of the payout status.

I also have screenshots of chat histories if they need them.

Best regards

Hayal Kalkan

Guten Tag,

vielen Dank für ihre Unterstützung.

Bisher hatte ich keine erfolgreiche Auszahlung. Das war auch mein erster Antrag auf Auszahlung.

Ich habe den Gewinn mit Bonus erzielt, ich habe aber die Bonusbedingungen erfüllt.

Anbei übersende ich Ihnen ein Screenshot des Auszahlungsstandes.

Ich habe zudem auch Screenshots von Chatverläufen, wenn die diese benötigen.

mit freundlichen Grüßen

Hayal Kalkan

Dear LayaH81,

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, Munya, (munya.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,

Jean Susor

Dear LayaH81,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from 1000 Spins Casino to join this conversation and assist in addressing the complaint.

Dear 1000 Spins Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Guten Munya,

Thank you very much for the feedback.

I wrote to the casino and my request has been postponed again with a new waiting period.

I will gladly send you the confirmation email that I have won.

Guten Munya,

vielen Dank für die Rückmeldung.

Ich habe dem Casino geschrieben und ich werde weiterhin mit einer neuen Wartezeit verschoben.

Gerne sende ich Ihnen die Bestätigungsmail, dass ich gewonnen habe.

LayaH81

Thank you for providing additional information regarding this issue; it is truly helpful for assessment of the case. In the interim, we will await a response from the casino and appreciate their feedback on the situation.

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.

Good day,

I have not received any feedback from you.

Has the casino responded?

If not, what can I do now?

Guten Tag,

ich habe keine Rückmeldung von Ihnen erhalten.

Hat das Casino reagiert?

Wenn nein, was kann ich jetzt tun ?

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry I could not be of more help on this occasion.

Best regards,

Munya Shumba