Neospin Casino - Player’s account has been closed after a deposit error.

Hello I’m hoping someone can put my mind at ease. I opened an account with Neospin and accidentally deposited $550 instead of $50, I immediately contacted live chat and explained the typo error and that I needed the money back. Trying to withdraw it in my account kept getting rejected. I sent many desperate emails explaining my situation and that financial this was going to acutely effect me which was causing great distress. Once again, I logged into the account to see if I could withdraw and it was locked with a message that said self exclusion which I did not do. I emailed customer support to ask what was going on and there response was they had closed my account because they take responsible gambling very seriously! Which made no sense, as my $549 is still in there.. and now I’m worried they just closed it so they won’t have to refund my money 😰 I have emailed them numerous times hoping for reassurance that I will eventually get refunded but all they say is your request is being processed. .. To me this say it could be denied!Has anyone dealt with Neospin before? Can they just keep my deposit and close my account?

Dear SJ25,

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.

Have you had a chance to inquire with the casino about a refund for your deposit?

Was it your first deposit in the casino?

Did you end up playing with any part of the deposit you made? Lastly, did you activate any bonuses with that deposit?

Could you please share your communication with the casino regarding the deposit? Send emails or chat transcripts to my email at dominika.l@casino.guru, or 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,

Dominika

Hi Dominika

Along with contacting casino via live chat I emailed support who were very prompt in emailing me back each and every time.

My anxiety was due to there unclear answers.. not getting a clear answer weather I would be refunded, the emails were very friendly and courteous simply asking me to be patient and my request would be processed etc…

Yes it was my first deposit at the casino

After I clicked withdraw the first time the $500 disappeared leaving me with the original $50 I intended on playing with so I started playing and then saw the $500 show back up and stopped, then continued emailing support, after this the account was locked with $568 in it because I had gotten a feature whilst playing with the $50

This all happened on Thursday the 12th,

I have just received an email tonight asking for The name and address of my bank, bsb and account number, but no other information, Jm assuming this means my request was successful.

However I don’t understand why they would need account details when they have the card details that I deposited with.

I will email the screen shots of my communication with the casino re the deposit

thank you!

Dear SJ25, I haven't received any emails from you.

Do you have any updates from the casino?

Dear SJ25,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.