The player from Germany had been waiting six weeks for a withdrawal of €80, which had been marked as accepted 14 days earlier. After several requests for bank statements and false claims that the payment had been rejected by his bank, he became frustrated as the withdrawal was eventually canceled and not credited back to his account. We investigated the issue and confirmed that the casino had processed the withdrawal, but the player's bank had rejected the transfers. The player was advised to check with his bank and use alternative withdrawal methods, with two recent withdrawals having been successfully processed by the casino. Due to the player's lack of response to requests for bank statements, the complaint was closed without further action.
Neospin Casino - Player's withdrawal has been delayed.
Player stopped responding
Amount: €80
Neospin Casino
Safety Index 7.3 Above averageCase summary
Translation
Hello, about 1.5 months ago, after winning €50 + €30 with a no deposit code, I tried to withdraw my winnings. After 14 days, I contacted the casino because I hadn't received the withdrawal in my account. (I had deposited and withdrawn from the casino several times a few months prior). Since the withdrawal had already been marked as "accepted" for 14 days, the casino requested bank statements proving that I hadn't received any payment during that period. They then told me that my bank, Sparkasse, had rejected the payment, which turned out to be false after I checked with the bank (they generally don't reject payments). Since then, I've been asked to send bank statements from various time periods about 4-8 times. To top it all off, I was just told in the live chat that the €50 (instead of €80, due to two withdrawals) has now been canceled and is back in my player account. Now, six hours later, the payment still hasn't been credited to my neospin account. And now they're saying in the emails that they only accept PDF documents, instead of seeing both PDF documents AND photos of my bank statements with my name on them… I'm just incredibly disgusted, as I had actually considered neospin my new number two bank. The bit about the bank rejecting it was the funniest lie I've ever heard.
Perhaps they can turn the situation around for the better, thank you and best regards.
[Redacted]
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 your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm that you have passed the KYC verification?
- Could you let us know how long did your last successful withdrawal took to be processed?
- Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
Thank you for sharing your feedback, and please accept our sincere apologies for the stress, confusion, and extended waiting period you experienced throughout this process. We completely understand how frustrating it can be to go through repetitive document requests and conflicting updates regarding your bank and account balance.
Following a thorough review of your account, we are pleased to inform you that we can confirm your verification has been fully and successfully completed. All necessary documents have now been uploaded correctly and approved by our team.
Furthermore, we have checked your financial history and can see that following the successful completion of this verification process, your withdrawal request has been successfully processed and completed from our side.
We truly appreciate your immense patience, cooperation, and endurance while we worked to finalize everything for you. We value your presence on our platform and wish you a much smoother experience and the best of luck moving forward.
Best regards,
Neospin Casino Team
TranslationI don't think the problem has been understood. I understand that they completed the transaction. However, that was almost two months ago, and I'm currently working to prove that I haven't received any payment.
So, assuming I can prove that no payment arrived, why should the payment arrive next time?
Thank you for clarifying your situation, and please accept our sincerest apologies for any prior misunderstanding. We deeply empathize with how exhausting this back-and-forth process has been for you.
Following a thorough review of your transaction history, our financial team investigated the previous unsuccessful attempts. We can confirm that on our end, the transactions were fully processed, but the subsequent cancellations and returns were unfortunately triggered directly by your banking institution. In light of this, we highly recommend contacting your bank to clarify why they rejected these incoming transfers, as it can often be related to specific internal policies regarding gaming transactions.
To prevent this from happening moving forward, we always suggest utilizing an alternative withdrawal method or a different bank account. In fact, we can see that you recently requested two new withdrawals using an alternative payment method, and we are pleased to inform you that both of these transactions have been successfully processed from our side today.
We kindly ask you to check your account to confirm the arrival of these funds. Thank you so much for your incredible patience, cooperation, and persistence throughout this entire process.
Kind regards,
Neospin Casino Team
Thank you very much for your response. Could you kindly provide your bank statement for the relevant period to help us verify that the funds have not yet been received?
You can send it to my email at attila.g@casino.guru.
Thank you in advance for your reply.
Dear thumi95,
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.
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,
Attila
Casino.Guru
