The player from Austria, previously a verified VIP, faces account deactivation at Neospin Casino after winning, with repeated requests for a selfie with ID, but ultimately being accused of bonus abuse. They seek clarity on the reasons for the account closure and resolution for delayed withdrawals.
Neospin Casino - Player's account has been closed.
Opened
Current status
Waiting for casino to reply
1d 13h 15m 52s
Neospin Casino
Safety Index:Above averageCase summary
Discussion
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2 weeks ago
Translation
Good evening,
Unfortunately, I'm currently having problems with Neospin Casino, or rather, I no longer feel taken seriously there.
First of all, my account is/was fully verified and I have deposited and withdrawn funds several times without any problems.
He was even a VIP player.
I had won big that time.
My account was deactivated suddenly and without any further information.
Upon contacting the VIP manager, I was informed that I should upload a selfie with my ID. Which I did, of course.
I also uploaded this, but it was rejected due to allegedly poor quality.
So I uploaded a new one.
After this was finally approved, I was suddenly accused of bonus abuse and my account was closed.
When I asked what exactly I was accused of, I received no answer.
I feel completely deceived here; first the payment is delayed and new documents are constantly requested, but then another reason is given, just to avoid paying out.
Dear Casinoguru Team, I hope you can help here.
Automatic translation:
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2 weeks 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 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Neospin Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your recent communication with the casino regarding the issue, including the allegations made against you? 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
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2 weeks ago
Translation
Hello Tomas,
I played actively for about a month.
My account was then blocked around October 1st.
I played all sorts of things there, sports betting, slots, and also live casino.
The balance was built up through a few nice wins at the slots. I mean Bonanza Billion.
Before my account was blocked, I had been playing without a bonus.
Previously, sometimes with and sometimes without a bonus.
I'll forward the email correspondence to you.
Automatic translation:
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1 week ago
Dear Ul865
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, Igor ([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
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1 week ago
Dear Ul865,
I am so sorry to hear about your problem with the Neospin Casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Neospin Casino representative to join this conversation and participate in resolving this complaint.
Dear Neospin Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
