Neospin Casino - Player claims that payment has been delayed.

After winning 2.35k on a lucky spin was told I had a duplicate account which I had %0 idea of as im very careful about what casinos I chosse to verify with, my Yahoo email account and details after investigation had been taken in a breach and has been used multiple times in this case to open an account with NEOSPIN to the best of my knowledge. This account (email and casino account) has now been closed, NEOSPIN said IN CHAT "if the duplicate account is shut they will proceed with withdrawal" after explaining to them that I had no idea about the "duplicate account" they then basically bullied me to sign into said email and send them and email from there asking to shut that account down THEN stating once that has been done the withdrawal will be going ahead. AND NEOSPIN I HAVE SCREEN SHOTS OF YOUR ONLINE CHAT STATING THIS!! And guess what within 12hours my withdrawal is cancelled stating I had duplicate accounts!!!! And then to add salt to the wounds the now so called chat starts asking me very VERY intrusive questions such as .1 Are you a problem gambler? .2 Have you taken loans or sold items to use for gambling? .3 Do you think gambling is a problem for you and or your family? AFTER reading these and being insulted and lied to I THEN SAID "why have you asked me these questions there reply "ANSWER THESE QUESTIONS OR WE CAN NOT PROCEED WITH YOUR WITHDRAWAL REQUSET" So once again bullied and feeling insulted I lowered myself to following there upsurd request and replied, to all your requested questions the answer is no, I use slot sites as a form of entertainment and if you look at my deposits you will see there is no issue. AND then the chat replies ok we will proceed with withdrawal. They now have just stopped repiling to my emails and messages.

1. I have many screen shots and I will try to get them in the best order possible.

2. Please help me.

Thankyou casino guru.

Kim

Dear KimU.K,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi, the casino has said numerous times that my account is fully verified, but then cancel the withdrawal and ask for a further piece of documentation (including taking a photo of me winking) I have complied with all of these requests and have been told 3 times that my account is fully verified. I then made a new withdrawal request on 1st march, and it's just been pending ever since, twice I have been told to be patient, and it will be approved in the near future but it's still pending. Most of the replies from them are a standard copy and pasted reply - the same each time

Dear KimU.K,

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.

I have received notification from them only today that withdrawal could not happen due to technical errors and to submit my withdrawal again using an alternative method eg skill etc which I do not have. I also have to prove this and then it will take up to 7 business days. I have been told so many different things and given so many different excuses it’s disgusting. It’s now 3 weeks since I won the money and I don’t seem to be any closer to having it

They have asked me now to withdraw using a different method. I have a verified crypto address with them and so I’ve asked to use that but they said I can’t.

They are now backtracking on needing a different withdrawal method and say it has to be my card, however after pending for over a week they cancelled my withdrawal to my card stating a technical error had occurred and to use another withdrawal method but now I’ve asked about a different withdrawal method they tell me to use my card. There is no continuity with what they say, I’m just being messed around

Thank you KimU.K, for all the information provided. I will now forward your complaint to my colleague Peter ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

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

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

Thank you!

Dear CasinoGuru Team,

We would like to inform you that the player's withdrawal has now been successfully processed. We are currently awaiting confirmation from the player regarding whether they have received their funds.

Additionally, we can confirm that the player's verification has been successfully completed. All required documents have been approved, and the duplicate account issue has been fully resolved. As a result, there are no longer any difficulties preventing the withdrawal, and the transaction has been successfully approved.

Best regards,

Neospin Casino Team

Thank you very much for the update Neospin Casino representative.

Dear KimU.K, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear KimU.K,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.