The player from Australia had been waiting nearly four months for the payout from his winnings in the August BGAMING tournament. Despite multiple requests for payment, he only received vague responses indicating that the casino was "working on his request." The complaint was closed due to the player's lack of response to the inquiries from the Complaints Team, which prevented further investigation. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Neospin Casino - Player's winnings have been delayed for four months.
Closed
Our verdict
Player stopped responding
Amount: A$162
Neospin Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
5 months ago
Won some money on the August BGAMING tournament, have requested this to be paid multiple times. Upon asking I always get told that there "working on my request" or waiting for upper management. It's nearly four months later and I'm absolutely over it. Seems the issue continues to get no where. I'm constantly having to ask where this is at and I worry that if I stop asking itl just be forgotten about. No compensation for the excessively long wait, no words from them unless I raise it. It's time something is done.
Public
Public
5 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.
Public
Public
5 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.
Has the casino paid any of the $90 winnings you achieved in this tournament?
Have you won any tournaments at this casino before? If so, did you experience similar issues?
How does the casino explain the delay in processing your winnings? Please forward me all the communication between you and the casino customer support regarding this problem at 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
Public
Public
5 months ago
Dear Smidyman,
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.
Public
Public
4 months 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
