HomeComplaintsNeospin Casino - Player's account has not been verified.

Neospin Casino - Player's account has not been verified.

Amount: €500

Neospin Casino
Safety Index:Above average
Submitted: 09 Nov 2023 | Case closed : 23 Nov 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

5 months ago

The player from Germany was experiencing issues reaching the support and getting the documents reviewed. We had communicated the importance of the Know Your Customer (KYC) process to the player and asked for details about the documents they had provided. However, the player did not respond to our queries for further information. As a result, we couldn't investigate the issue further and had to reject the complaint.

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5 months ago
Translation

I cannot reach Support. My documents have not been reviewed.


The Support's email address has not been valid for 2 days.

Automatic translation:
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5 months ago

Dear bulokemal,

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.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

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5 months ago

Dear bulokemal,

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.

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5 months ago

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.

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