The player from Portugal had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. They reported that the €1,300 withdrawal had been pending for over two weeks and was only being described by the casino as “under review,” despite their account already having been verified and no further documents having been requested. We attempted to obtain clarification and a resolution, but the casino gave no meaningful response and did not cooperate with our mediation. As a result, the complaint was closed as unresolved due to the casino’s repeated no-reaction behavior.
1000 Spins Casino - Withdrawal of player's winnings has been delayed.
Unresolved
Our verdict
No reaction policy
Black points: 266
Amount: €1,300
1000 Spins Casino
Safety Index 0.9 Very lowCase summary
Discussion
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1 month ago
Translation
On July 5, 2026, I requested a withdrawal of €1,300 from real-money winnings, with no associated bonus.
My account is fully verified. I was only asked to provide my ID card, which I sent and was approved. Since then, the casino has never requested any additional documents.
Since submitting the withdrawal request, I have repeatedly contacted customer support via chat and email. In all their responses, I’ve only received automated or generic messages stating that the withdrawal is "under review" or "undergoing security checks." I’ve never been given a specific reason for the delay, nor an estimated payment date.
One day after making my first deposit, I received an email from someone named Mickael saying he would be my VIP manager and that withdrawals would be prioritized and processed within 24 to 48 hours. He hasn’t responded to me for over a week now. Both via chat and email, customer support only responds two days after I send each message and provides a generic response that doesn’t address any of my questions.
Later, via email, they began indicating a processing time of between 7 and 21 business days, without any explanation for the change.
Given the lack of transparency, I filed a formal complaint with ResolvO Curaçao, but I still haven’t received any concrete information from the casino.
My sole objective is to receive the €1,300 that is owed to me. I find this delay excessive and the lack of communication extremely frustrating. I request Casino Guru’s intervention to help resolve this situation and ensure that the casino either processes my withdrawal or provides a clear explanation for the delay.
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1 month ago
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.
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1 month ago
Dear Martins13,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 month ago
Dear Martins13,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 month ago
TranslationHi, Jean.
Thank you for reaching out. Unfortunately, I still haven’t received my €1,300 withdrawal.
The withdrawal request has been pending for over two weeks. The casino simply responds that the withdrawal is "under review," without giving any reason for the delay, without requesting additional documents, and without providing an estimated date for when the process will be completed.
My account has already been verified, and I still haven’t received any concrete explanation. I keep receiving emails encouraging me to make a deposit, as well as free spins, which I have not accepted. They haven’t responded to my emails for three days, and when they do, they don’t answer my questions. All they tell me is that the withdrawal is under review.
I would appreciate any help Casino Guru can provide in contacting the casino and expediting the resolution of this matter.
Thank you.
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4 weeks ago
Dear Martins13,
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.
Best regards,
Jean
