Neospin Casino - Player's verification has been delayed.

Subject: Complaint – NeoSpins Verification Failure Despite Multiple Submissions

Dear Casino Guru Team,

I am submitting this complaint regarding NeoSpins Casino, which has consistently failed to verify my account despite my full compliance with their KYC requirements.

Over the past several weeks, I have attempted to upload my identification documents over 30 times, including my driver’s licence and proof of address. Each time, their website either fails to upload or displays an error message, making it impossible to complete verification.

I have contacted NeoSpins’ support team repeatedly, but they only send generic responses asking me to "try again." I have used different browsers, devices, and connection types without success, leading me to conclude that the problem lies on their end.

This ongoing issue has now prevented me from verifying my account or accessing my funds. I believe this behavior reflects poor compliance with responsible gaming and customer service standards.

I kindly request Casino Guru to investigate and mediate if possible. I can provide screenshots, timestamps, and correspondence records upon request.

Thank you for your assistance and for offering players a trusted platform to raise such matters.

Jc

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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 submitting your identity documents for verification via the casino’s customer support email?
• Have you been able to successfully upload any of your documents to your casino profile?
• Could you please forward any screenshots, chat transcripts, emails, or other communication related to the issues with your account verification to veronika.f@casino.guru?

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

Hi Veronica. I sure did submit them to support via email.

They had me sit on this until today, after I showed them screenshots of every step I took to go through the verification - (although it didn't show errors, my documents just didn't appear n took me back to the same verify page pre upload) and then after they received that - and after what seems like forever - abt 2 weeks, they then asked me to again submit the documents id just shown in screenshots of the error, I finally received an email saying I was now verified.

I have put in a withdraw of my $80, that was about 6hrs ago n is still pending.

I asked if they can now unsuspend my account and they replied with the famous 'sent to a higher monarchy' for consideration.

I have been playing online for around 15years, nearly every day, I am very anal about learning the t&c's in each casino, their different rules etc.

I signed up with Neospins as it was recommended to me as the most probable trustworthy one for my strict jurisdiction.

So I am still disappointed really, as I am so over bs excuses n ppl just not learning their job properly.

I am happy to still send you all the emails, so please let me know if you want me to. I won't send them unless I'm sure you want to as I know this case is probably classed as resolved and you're busy with other cases etc.

Thank you so much for taking the time to help. The casino world really needed these kind of services as there's literally nowhere else to run when s*it hits the fan and that is a really frustrating, lonely, messed up feeling.

Thanks so much.

Jc xx

Thank you for the detailed update and for taking the time to explain everything so clearly. I’m sorry you had to go through such an unnecessarily long verification process. Situations like this can indeed feel very lonely and discouraging.

At the same time, I’m glad to hear that your account has finally been verified — that is at least a positive step forward after all the trouble you experienced.

Regarding the withdrawal of your $80, pending withdrawals for several hours can still be normal, especially if the casino processes them manually or needs final internal approval. However, considering the earlier complications, it’s understandable that you’re cautious.

• Could you please let me know whether you have received the funds in the meantime, or if the casino has provided you with any new information regarding the pending withdrawal or the account status?

Thank you as well for your kind words — they truly mean a lot to us. We’re really here so players don’t have to face these situations alone.

Dear Jaemsee,

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.

Hi, my apologies for not replying earlier. I did eventually receive the $80. Neae a week later, and after many enquiries, inc with my bank as they said to ask the. But better late than never I guess. I think my account may still be suspended, but in all honesty, I have not checked since I was in there to check if my withdrawal was still pending. Either way, I don't care as I don't have an intention to play there. Left a bad taste in my mouth n I feel the delay with the measly $80 was vindictive and advertantly malicious.

Thank you again you guys xx

Dear Player,

Thank you for your message, and we truly appreciate you taking the time to share your experience.

We’re very sorry that there was a miscommunication regarding the verification process and that the withdrawal took longer than expected. This is absolutely not the level of service we strive to provide, and we understand how frustrating that situation must have felt — especially given the amount involved.

Please know that there was no intention to cause inconvenience or delay on our part. We always aim to process withdrawals as quickly and smoothly as possible, but in your case, the experience clearly did not meet our standards, and for that we sincerely apologize.

If you ever decide to give us a second chance in the future, we would be more than happy to assist you personally and ensure everything goes much more smoothly. Our support team will gladly be there for you.

Wishing you all the best,

Neospin Casino Team

Thank you Neospin Casino Team.

There was alot more to the story and thd amount of times my withdrawal for this was rejected is absurd. I even asked to have my account closed and all of my deposits made in my short time there refunded. My account was never closed and it was danced around for weeks with email replies just random chat bot replies. Even your customer support is A.I. I bet your customers are not aware? They gave me conflicting information and also some of the corresponding emails with you guys were deleted by someone on your team - luckily I have every single one. The only reason I have not pursued this more is because I haven't had the time.

So, I respectfully decline your invitation based on the grounds of conflicting information, and the mess around. And also based on I am still suspended as from when I checked yesterday before I uninstaller the app.

So thanks for your apology etc, but ive has similar bot emails stating the same, sucking me in n then to spit me out..

Dear Jaemsee,

Is your account currently suspended?

Have you ever requested self-exclusion from this casino due to gambling-related harm?

Would you like us to proceed with an investigation regarding your account closure requests, or should we consider your issue with this casino resolved?

Hi Veronica.

It's still suspended.

I did ask them to close my account, numerous times during this investigation, on the grounds of myself losing trust in my short time at the casino.

Once bitten, twice shy.

They didn't close my account but they said my play will be suspended while this investigation was happening.

I was fine with that.

On further requests abt my withdrawal n why it was taking so long, I did get an email stating they will only pay my winnings n unsuspend my account if I agreed to drop the case here.

I declined.

.

I am a very experienced player, been playing every day for 15 years. I purposely persued the highest rated casino to play at, which is why it has still left a bad taste in my mouth.

But I have no more interest in persuing anything else with Neospins Casino,

I was just disappointed that such a high rated casino was like this

This can be marked as Resolved.

Thank you for your help in this xx

Dear Jaemsee,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika

Casino.Guru