1000 Spins Casino - Игрок заявляет о задержке выплат.

Hi I joined this casino and deposited my own money and didn’t take any bonuses.

I played for a few hours and eventually won. I decided that it was time to withdraw so I did. I went through the verification process by supplying my passport and using there face recognition app and that was all accepted and approved. Then proceeded with my withdrawal through bank transfer which I gave them all the correct information required for this.

since then I haven’t had any emails regarding my withdrawal. I have emailed and spoken to agents regarding this and I just keep getting the same message that it’s being processed and is in the verification stage and can take between 7-21 working days. Once I proceed to try and get more information or try to speed the process up I either get ignore or they close the chat.

i agreed to there term and conditions but no where does it state there is a 7-21 day processing/verification time frame. It states all withdrawals will be processed in 24/48 hours.

i feel I’m getting no where with them. They refuse to help and just send the same automated message every time.

I’ve never had this problem with any other casino site especially for a low withdrawal amount of only £1000. I would understand if it was a larger amount.

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 Simnett27,

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

Thank you and I understand that but it doesn’t state this in there terms and conditions and they are refusing to help me progress my withdrawal or give me any updates

Dear Simnett27,

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.

Dear Simnett27,

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,
Karla
Casino.Guru