Neospin Casino - Player is struggling to complete account verification.

I have played a lot on this site but without success inserted. Several thousand kroner. Finally it's happening!!! I win DKK 296,000. Is happy. But they don't pay out my money I have done as they have asked me but they still withdraw it I'm done crying. I think it is and destroy people totally. And they don't really care. I have submitted everything and screenshots with my passport in hand where I have to write the date and they have to pay out as they have said I have to. But nothing happens 🙁

Dear dahlsen93,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Were your winnings accumulated with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear dahlsen93,

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.

Unfortunately, we cannot proceed with the investigation or provide any potential solutions due to the lack of response from the player.

The complaint can be reopened by the player at any time.