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I am submitting a complaint regarding this casino’s withdrawal process.

After losing approximately €1,300, I requested a withdrawal of €500. The casino then sent me an email with a link to complete the payout. Through this link, I was asked to provide my full card number, expiration date, and the 3-digit CVV security code in order to receive my withdrawal.

Requesting a CVV code for a withdrawal is unsafe and against Visa/Mastercard security standards, as the CVV is used only for card payments, not for payouts or refunds. I refused to provide this information and asked for an explanation or an alternative secure withdrawal method, but my withdrawal has not been processed.

Additionally, the withdrawal process was handled via an external email link instead of within my casino account, and I was credited €50 as a "bonus gift" while my withdrawal remains pending, which appears to discourage withdrawal rather than facilitate it.

Due to these practices, I believe the casino is deliberately blocking withdrawals and using non-compliant and unsafe procedures. I am requesting Casino Guru’s assistance to investigate and help resolve th

is case.

Important notice:

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1000spins.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made deposits in this online casino? Have you played with accepting bonuses from the casino before requesting a payout?
• Were you asked to submit any documents during the verification process?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good evening and thank you for your prompt response.

Yes, I have made deposits to this online casino totaling €1,300. I currently have a withdrawal request for €490, which is pending.

Before I was able to withdraw, the casino asked me to provide identification (ID) as part of the account verification process. This process was successfully completed and confirmed by the casino.

I would like to clarify that the amount I have requested a withdrawal for is not from a bonus. I had previously received a bonus of €100, which was lost in its entirety. I then deposited my own money again and played exclusively with real money, without an active bonus. Currently, there is a €50 bonus in my account, which I have not used, as I am waiting for the withdrawal process to be completed.

The games I played to build up my current balance were mostly slots, like Gates of Olympus, Starlight Princess, and the like.

I am submitting my complaint because the first withdrawal request was submitted on 19/12/2025. A few days later I received an email from the casino, in which I was asked to follow a link. This link led me to an environment that did not resemble a bank or official payment system and asked me to enter full and sensitive details of my card (card number, expiration date and three-digit CVV security code) in order to make the withdrawal.

During my first contact with the casino's live chat, I repeatedly tried to ask for an explanation as to why this extremely sensitive personal data was required, as it raised a serious security issue. I received no meaningful response; they simply repeated to me to follow the link. The conversation was even unexpectedly closed on their part.

In a second conversation, while I was referred to an "expert," the answer I received was that he did not know why the casino was requesting this information. This fact particularly surprised me and reinforced my concerns.

I then contacted the casino via email. They told me that "no player has complained to date" and that this is how the casino handles bank card withdrawals. However, this response did not provide me with any real security guarantees.

However, just to see if the withdrawal would go through, I proceeded to empty my bank account for security reasons and entered my card details. However, I found that the process did not work, as pressing the withdrawal button did not do anything at all. I repeated the process three times with the same result.

Following this, I asked the casino to cancel the card withdrawal and proceed with a bank deposit withdrawal. On 29/12/2025 I submitted a new bank withdrawal request and to this day I am awaiting official information from the casino.

I will forward you all the screenshots I have in my possession!

I remain at your disposal for any additional information or evidence you may need.

Καλησπέρα σας και σας ευχαριστώ για την άμεση απάντησή σας.

Ναι, έχω πραγματοποιήσει καταθέσεις στο συγκεκριμένο online καζίνο συνολικού ύψους 1.300€. Αυτή τη στιγμή έχω υποβάλει αίτημα ανάληψης ποσού 490€, το οποίο εκκρεμεί.

Πριν μου δοθεί η δυνατότητα ανάληψης, το καζίνο μου ζήτησε να υποβάλω έγγραφο ταυτοποίησης (ταυτότητα) στο πλαίσιο της διαδικασίας επαλήθευσης λογαριασμού. Η διαδικασία αυτή ολοκληρώθηκε επιτυχώς και επιβεβαιώθηκε από το καζίνο.

Θα ήθελα να διευκρινίσω ότι το ποσό για το οποίο έχω ζητήσει ανάληψη δεν προέρχεται από μπόνους. Είχα λάβει στο παρελθόν μπόνους ύψους 100€, το οποίο χάθηκε εξ ολοκλήρου. Στη συνέχεια κατέθεσα εκ νέου δικά μου χρήματα και έπαιξα αποκλειστικά με πραγματικό υπόλοιπο, χωρίς ενεργό μπόνους. Αυτή τη στιγμή υπάρχει στον λογαριασμό μου μπόνους 50€, το οποίο δεν έχω χρησιμοποιήσει, καθώς αναμένω την ολοκλήρωση της διαδικασίας ανάληψης.

Τα παιχνίδια στα οποία έπαιξα για να διαμορφωθεί το τρέχον υπόλοιπό μου ήταν κυρίως κουλοχέρηδες, όπως Gates of Olympus, Starlight Princess και παρόμοια.

Υποβάλλω το παράπονό μου διότι το πρώτο αίτημα ανάληψης υποβλήθηκε στις 19/12/2025. Λίγες ημέρες αργότερα έλαβα email από το καζίνο, στο οποίο μου ζητήθηκε να ακολουθήσω έναν σύνδεσμο (link). Ο σύνδεσμος αυτός με οδηγούσε σε περιβάλλον που δεν έμοιαζε με τραπεζικό ή επίσημο σύστημα πληρωμών και μου ζητούσε να εισάγω πλήρη και ευαίσθητα στοιχεία της κάρτας μου (αριθμό κάρτας, ημερομηνία λήξης και τριψήφιο κωδικό ασφαλείας CVV) για να πραγματοποιηθεί η ανάληψη.

Κατά την πρώτη επικοινωνία μου με το live chat του καζίνο, προσπάθησα επανειλημμένα να ζητήσω εξηγήσεις για τον λόγο που απαιτούνται αυτά τα εξαιρετικά ευαίσθητα προσωπικά δεδομένα, καθώς τίθεται σοβαρό ζήτημα ασφάλειας. Δεν έλαβα καμία ουσιαστική απάντηση· απλώς μου επαναλάμβαναν να ακολουθήσω το link. Η συνομιλία μάλιστα έκλεισε απρόσμενα από την πλευρά τους.

Σε δεύτερη συνομιλία, ενώ με παρέπεμψαν σε «ειδικό», η απάντηση που έλαβα ήταν ότι δεν γνώριζε τον λόγο για τον οποίο το καζίνο ζητά αυτά τα στοιχεία. Το γεγονός αυτό με εξέπληξε ιδιαίτερα και ενίσχυσε τις ανησυχίες μου.

Στη συνέχεια επικοινώνησα με το καζίνο μέσω email. Εκεί μου ανέφεραν ότι «κανένας παίκτης δεν έχει παραπονεθεί μέχρι σήμερα» και ότι αυτός είναι ο τρόπος που το καζίνο διαχειρίζεται τις αναλήψεις μέσω τραπεζικής κάρτας. Η απάντηση αυτή, ωστόσο, δεν μου παρείχε καμία πραγματική εγγύηση ασφάλειας.

Παρόλα αυτά, και μόνο για να διαπιστώσω αν θα προχωρήσει η ανάληψη, προχώρησα στο να αδειάσω τον τραπεζικό μου λογαριασμό για λόγους προστασίας και εισήγαγα τα στοιχεία της κάρτας μου. Διαπίστωσα όμως ότι η διαδικασία δεν λειτουργούσε, καθώς πατώντας το κουμπί της ανάληψης δεν συνέβαινε απολύτως τίποτα. Επανέλαβα τη διαδικασία τρεις φορές με το ίδιο αποτέλεσμα.

Κατόπιν αυτού, ζήτησα από το καζίνο να ακυρώσει την ανάληψη μέσω κάρτας και να προχωρήσω σε ανάληψη μέσω τραπεζικής κατάθεσης. Στις 29/12/2025 υπέβαλα νέο αίτημα ανάληψης μέσω τραπέζης και μέχρι σήμερα αναμένω επίσημη ενημέρωση από το καζίνο.

Θα σας προωθήσω όλα τα screenshot που έχω στην κατοχή μου!

Παραμένω στη διάθεσή σας για οποιαδήποτε επιπλέον πληροφορία ή αποδεικτικό στοιχείο χρειαστείτε.

Dear loizidis1986,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello there,

Thank you loizidis1986 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1000 Spins Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!