Neospin Casino - Withdrawal of player's winnings has been delayed.

I have attatched my letter of complaint. Neospin are delaying $9900 and are not very transparent.

Dear TheDoc,

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.

Hi Nick,

Thank you for you acknowledgment of my complaint. Gees, it really seems you have instantly sided with Neospin on the Matter. My Account is fully Verified mate, so im not sure why you think it takes a few days to transfer my winnings, or even a couple of weeks. I play on several different casinos, and I will note: "That most of them transfer my winnings within 12hours". There has been a couple of occasions it's been two working days, but never on the wknd. There is no reason at all for this hold up, Delay tactic, to either preserve cash, or simply to hope I would cancel the withdrawals and keep playing only to lose it all. Reading the reviews on different sites just like this, they have done it for a few years, and it's most likely from the very first month they opened the casino. Hollycorn have a decent amount of money being generated each month, and regardless of all casinos being stand alone, it should certainly be able to cover my withdrawal. Withdrawals do not take weeks mate, I deal with casinos and banks for a variety of reasons every single day... It's only Neospin thats not only breaching their gaming license obligations, but they also breach their own terms and conditions.... But I think you know that already, dont you my friend. So with the Owner of Neospin running quite a few casinos, this is their worst one by far, and the payment processes are all the same, but the companies that create the platforms are different, Like SoftGamings, swisssoft, BetConstruct just to make my point.

So while I have to sit tight and, " Be Patient" allowing this casino to play games with all of its players, instead of being fair, and transparent, I will also have to put up with the constant lies, that do not explain a single reason for such a delay. Because Nick, there is no delay, they are doing this on purpose, and its simply not good enough.

Thank you for making me wait a further 7 days and allowing Neospin the freedom, to continue this nonsense of refusing to payout a large number of its players..

Oh one more thing, Your estimate of a $5m turnover, would hardly have a huge backlog of requests to withdrawal our money. I play on a casino that has a turnover of $1b, and get paid in 12 hours with out missing a beat.

Sorry to come across like this Nick, but allowing this to continue is absolute madness, but thats what you seem to help them with.

Take care mate

Paul

Dear TheDoc,

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.

Wats up Nick,

I hope you are well my friend… No the money has not been paid to me…

They just give you the full run around as though you are stupid…

I have previously made a successful withdrawal or two from them, and that came with in 12hrs, and it was about normal from other casinos..

I asked them have they changed Bamks, or payment providers, noting that it didn’t seem as though they did to me…

They confirmed they hadn’t changed anything banking wise or payment provider wise. So I asked them why use the stalling tactics and misinformation that keeps constantly getting provided.. I have photo our our correspondents between us, and can add them to the chat if needed…

This isn’t fair, transparent and I have never had this from any other casino…

Regards

Paul

Thank you TheDoc for all the information provided so far. I will now forward your complaint to my colleague Katarina (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear TheDoc,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Neospin Casino representative to join this conversation.

Dear Neospin Casino, could you please provide more information about this case?

Looking forward to your reply.

Dear CasinoGuru,

Thanks for informing us about this complaint.

We would like to clarify that the withdrawal was successfully processed last week, and the client does not have any pending withdrawals or funds on his balance at the moment.

We believe that the situation has been resolved.

If you have any questions, we will be happy to answer them

I can confirm I have been paid in full..

I can’t see why you are able to freely drag out the payment, and have no explanation or reason why..

Being told to wait, and then constantly thanking me for my patience, when I told the casino I had lost patience because the were playing games, seems like it was pulling the Piss…

Good platform, liked playing, but dislike have to wait near 4 weeks to be paid..

that’s not on at all…

TheDoc

Dear TheDoc,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina Duboak

Casino.Guru