HomeComplaintsNeospin Casino - Player’s winnings haven’t been received yet.

Neospin Casino - Player’s winnings haven’t been received yet.

Amount: A$70,000

Neospin Casino
Submitted: 30 Jan 2025 | Case closed : 11 Feb 2025
Case closed Our verdict

Other

REJECTED

Case summary

The player from Australia had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team had communicated that withdrawal delays were common and had advised patience while processing occurred. However, since the player's balance had been lost and no refund entitlement existed, the complaint had been closed.

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I am writing to formally escalate my complaint regarding serious concerns related to the processing of withdrawals, violations of responsible gambling practices, and other concerning financial transactions involving Neospin Casino. The actions taken by Neospin, particularly by my VIP manager, Edward, have raised significant concerns that I believe must be addressed immediately.


To date, I have attempted to withdraw $70,000 from my account on more than 35 separate occasions, but I have yet to receive the entirety of the requested funds. Over 150 emails have been sent to Neospin’s support team regarding the delays, yet no meaningful resolution has been provided. Initially, I placed a cooling-off period of 10 days to allow Neospin time to process my withdrawals. However, my VIP manager, Edward, instructed me to remove the cooling-off period, suggesting it would expedite the processing of my withdrawals. Despite following his guidance and making further attempts, my withdrawals were not processed. In the end, I used the remaining funds in my account, as the casino refused to honor the requested payouts, which I did to close my account.


This situation directly contradicts the stated withdrawal terms, which limit withdrawals to $7,500 per day and $30,000 per week. The actions I experienced also go against the very purpose of gambling restrictions and cooling-off periods. Had these terms been adhered to, my withdrawals should have been processed within the 10-day period, prior to Edward's advice to remove the cooling-off period.


Additionally, I have spent the past three weeks being told the issue would be resolved, only to be informed by Edward that it would not be. This, coupled with the anxiety and stress it has caused, is deeply troubling and constitutes a form of abuse. Furthermore, I have observed serious breaches of transparency and financial integrity on Neospin's part. Specifically, I have noticed that funds are being processed under various company names, such as **Tallinn Estate**, **Steam Key Shop London**, **Playwithme.pro**, **Gateway Ltd**, and **Smethwick London**, which are advertised to Australian players. This practice appears to be an attempt to circumvent the gambling block on my account and is, to my knowledge, illegal.


Moreover, I have been charged international taxes on each transaction without prior notice or inclusion of such charges in the terms and conditions. This not only misleads players but also results in Neospin taking more money than it is entitled to, which I believe constitutes a violation of both financial regulations and the company’s own stated policies.


It is evident that Neospin is attempting to evade its obligations under responsible gambling regulations by using different names to process transactions and imposing uncommunicated fees. This conduct raises serious concerns about the company's commitment to transparency and fair play. It is deeply troubling that these issues have persisted despite multiple attempts to resolve them through standard support channels.

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Dear Cheebe19,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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Dear Cheebe19,

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.

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Not recieved- they are using every excuse possible, and my vip manager refuses to put me in touch with the head of the department

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Dear Cheebe19,

Can you please explain what do you mean by "used the funds"? Do I understand it correctly that you have lost the balance on your account?

As advised above, withdrawals may take up to 14 days no matter if your account is open or temporally closed.

Looking forward to hearing from you.

Regards,

Nick

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I had a cooling off period and my manager contacted me and insinuated to take it off and would make things quicker and it didn't so I just played it all and sent him about 100 emails saying what's the point of wining if they don't pay out.tgeee terms and conditions state withdrawals are processed daily maximum 7500$ 10 days later nothing so I was stupid and angry. Sure under there terms and conditions and responsible gambling policy the manger should not of contacted me in the first place but they don't care and now I m ready to throw myself in to a river. Please note i do not wantthis email posted on line, just your help if there is anything I can do. They are completing tax evasion too as I have a gambling block on my account but each tranaction is a different company that takes it pretending to be a normal shop plus they are not meant to be advertising to Australian players and have had 2 warnings from the acma.

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Nick,


I have over 350 emails to these people.have I any chance of getting my money back with what they did? I m at my wites end after what they have done and the way they have treated me these last 4 weeks

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Dear Cheebe19,

If I understand correctly, your balance has already been lost. In this case, unfortunately, there is little that can be done.

Withdrawal delays are, unfortunately, quite common, and while we understand that they can be frustrating, patience is often the only course of action. Please note that once a withdrawal is requested, it is the player’s responsibility to refrain from using the balance while awaiting processing.

If there is anything else we can assist you with, please don’t hesitate to ask.

Best regards,

Nick

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Requested by the player

This post has been made private by Casino Guru, as requested by the player.

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I did ask also for my previous post not to be posted on line. Please remove

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Dear Cheebe19,

A cooling-off period can be lifted at any time upon the player's request or agreement. The only exception is in cases of self-exclusion, where the account cannot be reopened.

Unfortunately, since the balance has already been lost, as previously mentioned, there is no entitlement to a refund. Given these circumstances, we will now proceed with closing the complaint.

Please let us know if you have any further questions.

Best regards,

Nick

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