The player from Germany had requested a withdrawal two weeks prior, on May 19, 2026, but her payout had still been marked as 'processing' despite her having met all conditions. She had not received any funds. The Complaints Team had reached out to gather more information regarding her previous withdrawals, KYC verification, and bonus status but had not received any response from her. Due to the lack of communication, the complaint had been closed at that time without further investigation. The player had retained the option to reopen the complaint if she chose to resume communication. When the complaint was reopened, the player confirmed she had not made any successful withdrawals but had passed KYC and met bonus conditions. Despite attempts to mediate, the casino did not respond to inquiries, which led the Complaints Team to close the complaint as unresolved and issue a warning about the casino's poor communication and reputation.
1000 Spins Casino - Player's withdrawal is delayed.
No reaction policy
Black points: 210
Amount: €2,500
1000 Spins Casino
Safety Index 1.5 Very lowCase summary
Translation
I requested a payout on May 19, 2026. All conditions have been met, but I haven't received anything yet. It just keeps saying "processing" and nothing is happening.
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Hello,
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 before?
- Could you please confirm that you have passed the KYC verification?
- 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,
Attila
Dear [Redacted],
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,
Attila
Casino.Guru
We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
We have received the following information:
Have you ever successfully made a withdrawal?
No
Could you please confirm that you have passed KYC verification?
And
Did you earn your winnings with or without an active bonus?
Yes, but all conditions were met.
Since May 19th, the withdrawal has been processed. Customer service said up to 21 days, now they say please be patient, your withdrawal is being reviewed
Dear Player,
Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
Thank you for your patience and cooperation.
Dear Anastasija1990,
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.
Dear Player,
Unfortunately, I would like to inform you that since this casino has multiple cases closed as "No Reaction Policy," we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of 1000 Spins Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number.
We strictly recommend staying away from 1000 Spins Casino. I wish I could be of more help. The casino can reopen this complaint anytime.
