The player from Australia had won 1500 on Neo bet but was unable to access his account due to glitching and received an error notification. Despite multiple contact attempts, he only received automated responses. The player failed to respond to the Complaints Team's requests for additional information and clarifications needed for the investigation. As a result, the complaint was closed due to lack of cooperation. The player was informed that the complaint could be reopened if he chose to resume communication.
Neospin Casino - Player is unable to access his account.
Closed
Our verdict
Player stopped responding
Amount: A$1,500
Neospin Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Won up to 1500 last night on Neo bet since then I have lost access to my account, glitching when I try to log in and notification that states "oops change a few things and submit it again" have contacted them countless times and have only got the same automated responses back.
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2 months 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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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you tried clearing your cookies and cache, deleting your browser history, or using a different browser or device to access the casino website?
- Have you experienced similar glitches on this casino website before?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
- Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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.
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2 months ago
Dear Aaronhay67,
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.
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1 month ago
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,
Veronika
Casino.Guru
