Neospin Casino - Player's account has been closed.

Hello, after registering at this casino, I won back the no deposit bonus, started playing further and I was lucky to win big.I went through verification for 7 days, first I passed the standard check, then I was asked for various selfies,selfies with paper, selfies at home.My account was blocked today.I wrote to the casino's email, but they don't answer me.

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.

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.

• Did you activate any other bonuses apart from the no-deposit bonus?
• Am I correct in understanding that you made one deposit into this casino?
• What types of games did you play at this casino?
• Has the casino specified why your account was blocked?

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

I was playing for a no deposit bonus.I didn't take any more bonuses.I made a small deposit.I played slots at the casino.The casino does not disclose the reasons for the blocking.This is the decision of their administration.

• Is there any chance that someone from your household, or someone using the same IP address, also created an account at this casino and claimed this bonus?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino?
• Did you activate the no-deposit bonus only once, without creating multiple accounts to claim the same bonus?

I didn't break any rules, I know the rules of the casino.I have been playing in different casinos for a long time.I know all these rules that can't be broken.No one else could play from my ip address, I did not create multiple accounts, I have one account in this casino.I just won with a no deposit bonus.Then I continued the game and I managed to win a good amount.Apparently the casino doesn't want to pay that amount.Because they asked me to upload new documents three times during the week...

Could you please forward me the documents you sent to the casino for verification? Kindly include your communication with customer support as well. My email address is veronika.f@casino.guru. Thank you for your cooperation.

Hello, I have sent the documents to your email address.

Dear optomee,

Following a comprehensive review of the information and evidence we could gather, I must regrettably inform you that we cannot proceed further with this case.

Compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations is a fundamental requirement across the industry. These regulations mandate the submission of valid, genuine, and original documents in the player’s name. Unfortunately, in this instance, you do not fulfil this criterion.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were in accordance with its established rules, to which you agreed when you created your account.

Your failure to meet KYC and AML requirements leaves no further action possible, and this complaint will now be closed as rejected.

You are certainly free to disagree with this conclusion and can reach out to the casino licensing authority if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue.

Moreover, since providing forged documents is in breach with our own Terms and Conditions, your Casino Guru account will be permanently banned.

Best regards,

Veronika

Casino Guru