Neospin Casino - O jogador afirma que o seu pagamento foi atrasado.

Hi,

I am reaching out to formally submit a complaint against the online casino Neospins regarding an ongoing issue with the withdrawal of my winnings, which total over $50,000.

Neospins advertises a withdrawal timeframe of 24 to 48 hours, yet it has now been 6 to 7 days since I submitted my withdrawal request. During this time, I have contacted their support team daily, only to receive repeated generic responses such as "your request is in line" or "it’s being processed." Despite following up multiple times and providing all necessary verification documents, there has been no meaningful update or resolution. Further to this, I am unable to lodge multiple withdrawal requests as my original one hasn’t been approved.

The lack of transparency, repeated delays, and scripted responses have completely eroded my trust in the platform. I believe this behavior is not only unprofessional but potentially predatory, especially considering the large amount of money involved.

I am requesting that this matter be investigated and that appropriate action be taken to ensure that Neospins fulfills their obligation to process my withdrawal promptly and in good faith.

Please let me know if you require any further information or documentation from my end.

To confirm, All my KYC has been completed & no bonuses etc had been used.

Dear player,

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 the 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

They have just cancelled my payment that was in the system for 10 days…. I have now had to change method.

can we please make sure im not waiting another 2 weeks for this to process and investigate sooner. KYC has already been achieved for this withdrawal method as I tried this first and they cancelled it.

Dear player,

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.

Hi Dominika,

I have successfully had 1 $6k payment paid, However now waiting for the rest... i have applied for another 6k 5 days ago and still no approval.... Got another 60k to process.

Not sure on why it takes so long.

Hi,

I have successfully cashed out $6k. I have another 65k to cash out and have put in for another 6k however it has again taken a while. Not sure why when all has been verified. They originally cancelled my card withdrawal after 10 days & when I put in for a bank transfer withdrawal it was paid within 2 days… doesn’t make sense lol

If we could keep this open for the next withdrawal currently at 6 days

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

What is the total amount you are expecting to withdraw, including the $6,000 you have already received?

How much have you successfully withdrawn so far?

What is the amount currently pending, and when did you request the most recent withdrawal?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hi Dominika,

I have successfully withdrawn only $6k so far. I have another 6k pending & then another $83k that is in my wallet/balance.

Requested the most recent withdrawal 6 days ago approx. going to be quite annoying having to wait so long to get my funds paid…

I have been in contact with a vip manager that was provided to me but just keep getting basic answers of "I’m chasing up" "haven’t heard back etc.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Neospin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Neospin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hi Romi,

I think all is fine, they take a while to cash out which is annoying… says instant by takes 7+ days.

Dear user,

Have you received your money, please?

Regards,

Romi

Still waiting on $60k

Dear CasinoGuru,

Thank you for informing us about the complaint.

I would like to explain the situation in more detail: the player won a large amount of money and then verified his account. Immediately after the win, we forwarded this player to the game provider to check his bets and waited for their response, which is why we delayed the payment for some time until we received a response from the game provider. Immediately after receiving a response from the game provider, his withdrawal was processed, and next withdrawals were made in accordance with our limits.

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

Best regards,

Neospin Casino Team

Thank you, Neospin Casino, for the information.

Dear user,

We will keep this complaint open until you receive the whole amount. Please keep us informed.

Best regards,

Romi

Dear Sicko666,

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.

Dear user,

Could you update us, please, if everything is going well?

Thank you.

Regards,

Romi

Dear all,

Unfortunately, we’re forced to reject this case because the user has stopped responding to our messages and questions. Without this cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Respectfully,

Romi