Zdravo CasinoGuru timu,
Podnosim žalbu na NeoSpin Casino (neospin10.com) zbog ozbiljnih problema koji uključuju:
Uplate izvršene pomoću kartice treće strane (kartice mog partnera Rika),
NeoSpin prihvata te depozite bez odgovarajuće verifikacije,
NeoSpin je kasnije odbio karticu zbog neusklađenosti imena,
Ali odbijajući da vrati depozite zakonskom vlasniku kartice,
7 dana bez ikakvih novosti o mojoj žalbi, i
Kontradiktorni i automatizovani odgovori podrške.
To je prouzrokovalo i finansijske gubitke i značajne probleme.
1. Depoziti su prihvaćeni korišćenjem kartice koja nije bila moja
Uplatio sam sredstva na svoj NeoSpin račun koristeći Visa karticu mog partnera Rika.
U to vreme nisam shvatao da ovo nije dozvoljeno prema pravilima kompanije NeoSpin.
NeoSpin je odmah prihvatio sve depozite, a sredstva su korišćena za igranje.
2. Verifikacija je kasnije odbila istu karticu
Tek nakon što su depoziti izvršeni, NeoSpin me je obavestio da:
Kartica ne može biti prihvaćena jer se ime vlasnika kartice (Rik) ne podudara sa imenom na računu (ja).
Ista kartica koja je prihvaćena za depozite je odbijena tokom verifikacije.
To znači NeoSpin:
Dozvoljeni neusklađeni depoziti,
Zatim je odbio da vrati te depozite zakonitom vlasniku kartice,
Iako njihova sopstvena pravila zabranjuju korišćenje načina plaćanja koji nije na vaše ime.
3. Pravila industrije zahtevaju povraćaj novca prvobitnom vlasniku kartice
Visa, standardi e-igranja na Kurasaou i standardna pravila KYC/AML zahtevaju:
Ako kazino prihvati depozit sa kartice koja NE pripada vlasniku računa, novac mora biti vraćen zakonskom vlasniku kartice.
NeoSpin odbija da to uradi.
4. Rešavanje žalbi je bilo izuzetno loše
Za 7 dana sam dobio/la:
Nema ažuriranja
Bez objašnjenja
Nema potvrde da se moj slučaj uopšte razmatra
Bez eskalacije do pravog čoveka
Samo ponovljene poruke sa natpisom „čekajte imejl"
Podrška je takođe dala kontradiktorne informacije, uključujući tvrdnju da je slučaj „eskaliran", dok je kasnije priznala da čak ni ne mogu da vide žalbu ili napredak.
5. Šta zahtevam
Ova žalba je jednostavna i u potpunosti je potkrepljena pravilima industrije:
Molim da NeoSpin vrati uplaćeni iznos zakonskom vlasniku kartice (Riku), jer je kartica odbijena zbog neusklađenosti imena i ne može se koristiti.
Ovo je standardna, obavezna procedura za neusklađene depozite.
Takođe zahtevam da NeoSpin:
Dostavite jasne informacije o mojoj žalbi,
Objasnite kašnjenje od 7 dana bez napretka,
Osigurajte da stvar pregleda pravi ljudski supervizor.
6. Dokazi koje mogu da pružim
Mogu da obezbedim sve sledeće:
Snimci ekrana depozita napravljenih Rikovom karticom
Poruke podrške koje potvrđuju da je kartica odbijena zbog neusklađenosti imena
Dokaz o vlasništvu kartice
Zapisi ćaskanja koji prikazuju 7-dnevno kašnjenje i kontradiktorne informacije
Hvala vam što ste razmotrili moju žalbu.
Nadam se da CasinoGuru može da pomogne u rešavanju ovog problema, jer podrška NeoSpin-a nije preduzela nikakvu akciju nakon cele nedelje.
Hello CasinoGuru Team,
I am submitting a complaint about NeoSpin Casino (neospin10.com) due to serious issues involving:
Deposits made using a third-party card (my partner Rick’s card),
NeoSpin accepting those deposits without proper verification,
NeoSpin later rejecting the card due to name mismatch,
But refusing to refund the deposits back to the legal cardholder,
7 days with no updates on my complaint, and
Contradictory and automated responses from support.
This has caused both financial loss and significant distress.
1. Deposits Were Accepted Using a Card That Was Not Mine
I deposited funds into my NeoSpin account using my partner Rick’s Visa card.
At the time, I did not realise this was not allowed under NeoSpin’s rules.
NeoSpin accepted all deposits instantly, and the funds were used for gameplay.
2. Verification Later Rejected the Same Card
Only after deposits were made did NeoSpin inform me that:
The card cannot be accepted because the cardholder name (Rick) does not match the account name (me).
The same card that was accepted for deposits was rejected during verification.
This means NeoSpin:
Allowed mismatched deposits,
Then refused to refund those deposits back to the rightful cardholder,
Even though their own rules prohibit using a payment method that is not in your name.
3. Industry Rules Require Refunds to the Original Cardholder
Visa, Curaçao eGaming standards, and standard KYC/AML rules all require:
If a casino accepts a deposit from a card that does NOT belong to the account holder, the money must be refunded back to the legal cardholder.
NeoSpin is refusing to do this.
4. Complaint Handling Has Been Extremely Poor
For 7 days, I have received:
No updates
No explanation
No confirmation that my case is even being reviewed
No escalation to a real human
Only repeated messages saying "wait for an email"
Support has also given contradictory information, including claiming the case was "escalated" while later admitting they cannot even see the complaint or progress.
5. What I Am Requesting
This complaint is simple and fully supported by industry rules:
I am requesting that NeoSpin refund the deposited amount back to the legal cardholder (Rick), since the card was rejected for name mismatch and cannot be used.
This is the standard, required procedure for mismatched deposits.
I am also requesting that NeoSpin:
Provide a clear update on my complaint,
Explain the 7-day delay with no progress,
Ensure the matter is reviewed by a real human supervisor.
6. Evidence I Can Provide
I can supply all of the following:
Screenshots of deposits made with Rick’s card
Support messages confirming the card was rejected due to name mismatch
Proof of card ownership
Chat logs showing the 7-day delay and contradictory information
Thank you for reviewing my complaint.
I am hoping CasinoGuru can help resolve this, as NeoSpin support has not taken any action after a full week.
Automatski prevedeno:
