Neospin Casino - Pelaajan kotiutus on viivästynyt.

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 (I had deposited and withdrawn from the casino several times a few months prior).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.

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Hallo , ich habe vor 1.5 Monaten nachdem ich mit einem NO Deposit Code 50 Euro +30 Euro gewonnen habe probiert auszuzahlen . Dann habe ich nach 14 Tagen mich bei dem Casino gemeldet, da ich keine Auszahlung auf mein Konto erhalten habe. (Ich habe schon mehrfach eingezahlt und auch ausgezahlt bei dem Casino ein paar Monate zuvor) . Da die Auszahlung auch schon 14 Tage auf „akzeptiert" stand verlangte das Casino Kontoauszüge die belegen das ich keine Zahlung erhalten habe in dem Zeitraum. Dann haben sie danach mir gesagt , dass meine Bank Sparkasse die Zahlung abgelehnt habe, was sich als Unwahrheit rausgestellt hat nachdem ich bei der Bank nachgehakt habe (und sie generell keine Zahlungen ablehnen) . Seitdem habe ich jetzt schon ca 4-8 mal Kontoauszüge von. Irgendwelchen Zeiträumen schicken sollen. Als Krönung der ganzen Zeitverschwendung, wurde mir vorhin im Live Chat gesagt, dass jetzt die 50 Euro (statt 80 Euro , da 2 Auszahlungen) storniert wurden und wieder auf meinen Spielerkonto sind. Jetzt 6 Stunden später, immer noch keine Zahlung aufs neospin Konto gebucht wurden. Und nun in den emails schreiben sie das sie nur PDF Dokumente akzeptieren, statt pdf Dokumente UND abfotografierte Kontoauszüge MIT meinem Namen zu sehen… Ich bin einfach nur unfassbar angewidert, da ich neospin eigentlich als meine neue NR 2 angesehen hatte inzwischen. Das mit der Bank abgelehnt ist die lustigste Lüge gewesen die ich je gehört habe .

Vielleicht können sie den Fall ins positive wandeln , danke u LG

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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

I 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?

Ich glaube das Problem wurde nicht verstanden. Mir ist klar das von ihnen die transaktion abgeschlossen Wurde. Das ist aber jetzt knapp 2 Monate her, ich bin gerade am belegen das ich wirklich keine Auszahlung bekommen habe.

Also angenommen ich beweise das keine Auszahlung ankam, warum sollte das nächste Mal die Auszahlung ankommen ?

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.