The player from Austria submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Neospin Casino - Withdrawal of player's winnings has been delayed.
Amount: €3,280
Neospin Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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11 months ago
Translation
- I registered on May 12th, 2023
- I verified myself on May 13, 2023 and deposited 900 euros
- I won 3280 euros playing roulette and requested a payout on 05/13/2023
- This casino keeps stalling me and won't pay out, and always says it's in progress
- I want my profit on my account
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11 months ago
Dear christianpeter737,
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
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11 months ago
Translation
Hello dear team,
Unfortunately, I can't understand this, we live in the year 2023, where everything is digital!
I uploaded all documents, I was verified too!
And yet you have to wait so long!!
Dear Casino Guru Team,
Thank you for your support
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11 months ago
Dear christianpeter737,
Have you received your withdrawal from the casino yet?
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11 months ago
Translation
Hello dear team,
No this casino writes me every day that it is in progress!
I've been waiting since May 13, 2023
This casino is holding back 3280 euros
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11 months ago
Thank you for your reply, christianpeter737. Have you accumulated your winnings with or without an active bonus?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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10 months ago
Dear christianpeter737,
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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10 months ago
Translation
Hello dear team,
This casino paid out everything and I'm only sure because I've made it public on various online sites.
Nevertheless, I decided never to play at this casino again and got blocked.
Thanks to you.
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10 months ago
Dear christianpeter737,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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