Neospin Casino - Withdrawal of player's winnings has been delayed.

It’s only early but I was doing verification sent off all documents 4 got green flagged but my account is now suspended I have all screenshots of wins and account balance

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.

Dear Tomo108,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Player,

Thank you for sharing your feedback.

We would like to clarify that your account was only temporarily suspended while the verification process was being completed. After your documents were successfully reviewed, your account was reactivated.

We can also confirm that your first withdrawal was successfully processed on 07/07. Any future withdrawal requests will be processed in accordance with the project's Terms & Conditions and the standard payment procedure.

We appreciate your patience throughout the verification process and are glad that the matter has been resolved. If you need any further assistance, your dedicated VIP manager will be happy to help.

Best regards,

Neospin Casino Team

Dear Tomo108,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi I have received initial payments but now am on week two of withdrawal and there have been ‘account investigation’ which passed after 4 days then I received one payment and now it’s been 6 days since second lot of payment and still have not received. I will be withdrawing for the foreseeable future following their guidelines so I’m not sure why they are delaying payments this early on and stalling.

Dear Tomo108,

Thank you very much for your update.

I am glad to hear that you have started receiving your withdrawals.

To better understand the current situation, could you please clarify a few points?

• How much have you received in total so far?
• How much is currently pending in active withdrawal requests?
• Have all of your pending withdrawals been approved by the casino, or are any of them still awaiting approval?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi Karla I have received 42k this month so far

i have stuck strictly to their quotas of 15k a week but just got my last 3k rejected because they have already ‘approved’ 15k this week. I only request 15k per week like they said. It moved the 15k into this week because they dragged their feet last week. It seems they are going of 15k approved a week not 15k requested

My last request was just denied for 3k they said to re request next week because they have approved 15k this week already so last week they only approved 12/15k then decided that this week 15k has been met.

they are encouraging more play to get higher withdrawal limits but I have wagered close to 6million and they keep up the it’s upto the accounting department. I have $447,301 left to withdraw and have stopped playing now as it seems to be a dead end for withdrawal limits being raised.

thanks!

Dear Player,

Thanks for your message. We understand your concern and have checked your account.

The two withdrawals totaling $3,000 were requested on 15 July, but they were approved on 22 July. Before any withdrawal can be approved, it goes through our standard internal review process, which includes a range of internal security and compliance checks. These checks are carried out for every withdrawal request and, in some cases, may require additional processing time.

Since these withdrawals were approved during the week of 20–26 July, they counted towards that week's approved withdrawal limit. This is why your later $3,000 withdrawal request was declined and you were asked to submit it again the following week.

We can confirm that your withdrawals have been processed in line with our Terms and Conditions, and no errors or violations have occurred.

Thank you for your patience and understanding.

Dear Tomo108,

Thank you very much for your update.

I would just like to clarify one additional point.

• Could you please let me know on which dates you received your previous withdrawal payments?
• Based on your experience so far, has the casino been paying your approved withdrawals within the standard 14-day time frame, or have any of the payments taken longer than 14 days to reach you?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Yes I believe I have received them within 14 days a withdrawal from the 15th of July was paid on the 22nd of July which then triggered my next weeks request to be rejected and re done. After approval they are reaching me within a day or three usually so that’s good 🙂. but if a payment is held in pending how will it work if they take 14 days for each request and don’t honor the next weeks request because they have left it pending for 14 days and paid out 14 days later which overlaps with the next weeks request then cancel your latter week request then you have to re request and wait another 14 days that way you may only receive 30 of the 45k in the month if they are able to cancel pending transactions that have been requested within their guidelines?

im not trying to cause problems the casino so far seems great and im happy with them just a few things that eventually have been resolved within the time frame have been going on.

but this withdrawal cancelation seems odd to me if it can happen that way.

Dear Tomo108,

Thank you very much for your update.

I would like to clarify one additional point.

Could you please let me know how much you have already received in total from your initial winnings? This will help me better understand how much has already been paid out by the casino and how much remains outstanding.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi Karla

I have had 45k been paid to me so far I am now a lion status member which is 10mil wagered (through slots) on their website states you get priority benefits. This months withdrawal has taken them 96 ish hours to only accept half of the first daily withdrawal limit of 6k and there’s still half the first day pending and also the next 2 days pending.

so yes I got the first months maximum 45k paid to me 🙂

well I now have $600,000 outstanding and will be requesting for the forseable future. I was hoping for a raise in withdrawal/deposit limits but that seems to be at a stand still. I’m happy to follow their guidelines but they seem to be ‘always too

busy’ to process the withdrawals within 48 hours even though I have reached their top level on the website

Dear Tomo108,

Thank you very much for your update.

As the casino has been successfully processing your withdrawals periodically and the payments have been received within our recommended 14-day time frame, we will now close this complaint with the amount of A$45,000 that has been successfully paid out to you since the complaint was opened.

Considering that you still have a substantial balance left to withdraw, we understand that the withdrawal process will take a considerable amount of time due to the casino's withdrawal limits.

Should the casino stop processing your withdrawals regularly or any future withdrawal remain unpaid for longer than the recommended 14-day period, you are welcome to contact us and request that this complaint be reopened at any time.

We would also appreciate it if you could take a moment to share your experience with our services on https://www.trustpilot.com/evaluate/casino.guru. Your feedback is valuable to us and can also help other players.

Thank you for your cooperation throughout the complaint process, and I hope your remaining withdrawals will continue to be processed without further issues.

Best regards,

Karla M.