Complaint #12 Neospin Casino

Account was blocked for no reason

By optomee

4 months ago

Hello, after registering at this casino, I won back the no deposit bonus, started playing further and I was lucky to win big.I went through verification for 7 days, first I passed the standard check, then I was asked for various selfies,selfies with paper, selfies at home.

My account was blocked today.

I wrote to the casino's email, but they don't answer me.

Disputed Casino Neospin Casino

Reason Account closure

Amount €2000

Discussion

AskGamblers

• Support Team

4 months ago

Dear all,

Following a careful review of valid information and proof presented by Neospin Casino management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

Neospin Casino

• Representative

4 months ago

Dear All,

Please be advised that the decision to block account was made by the administration in accordance with the Anti-Fraud Policy in effect on the platform. According to these rules, the Company reserves the right to suspend an account, withhold payments, and cancel winnings in cases where actions that violate fair and equal play are identified or reasonably suspected.

We understand that such measures may be perceived as inconvenient. However, Neospin Casino is obliged to strictly comply with internal regulations and the requirements of the Anti-Fraud Policy, which are designed to ensure the security of the platform, financial stability, and equal conditions for all players. All decisions are made on the basis of a comprehensive analysis of data and factual circumstances, within the framework of established rules and procedures, without the influence of subjective factors.

Best regards,
Neospin Casino Team.

AskGamblers

• Support Team

4 months ago

Dear Neospin Casino,

The AskGamblers Complaint Team strongly encourages you to post a public message containing a detailed explanation on the matter, including but not limited to clarifying all the relevant reasons that led to the occurrence of the issue, the actions taken by your management and quoting of all the relevant terms that were breached by the complainant.

Please be notified that, should you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Neospin Casino

• Representative

4 months ago

Dear AskGamblers Complaint Team,

We would like to confirm that additional information and clarification regarding this case have been provided to AskGamblers for review.

The details were submitted in accordance with your request. We remain at your disposal should any further clarification be required within the permissible scope.

Kind regards,
Neospin Casino Team

Neospin Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $2,792

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

COMPLAINT REFERRED BY AGCCS PARTNER Freakspin (107)

Neospin Casino Complaints

See all complaints for this casino

Extremely dishonest

My issue concerns Neospin Casino

They accepted my registration and allowed me to deposit money without any problem. However, as soon as I made a withdrawal after winning, they suddenly closed my account and blocked my access completely. I can no longer access my account or my balance.

At first, they claimed I was restricted due to a connection with another casino, which I was not aware of. That alone is already questionable, but what is worse is that they still accepted my deposits.

Now, they have publicly responded on Trustpilot, saying that a refund is in progress. However, this is completely misleading. For the past 4 days, they have only been asking me for documents that are irrelevant, impossible to provide, and in some cases do not even exist.

Their support team is a complete joke. I was transferred multiple times, made to wait long periods, and received no real help. It honestly feels like they are mocking me and hoping I will give up.

This behavior is dishonest and unacceptable. If they were able to accept my money, they should be able to return it without creating impossible conditions.

I strongly advise everyone to stay away from this casino

Resolved

$330

The winnings were not paid out then the account was blocked

Hello.

I have completed verification at this casino, made several deposits, and made one withdrawal. Seven days ago, I won more than 3,000 euros. I wanted to withdraw this money, I waited seven days, support did not specify the withdrawal period, they wrote to me excuses.

Today my account was blocked by the decision of the administration.

Please help me get my winnings.I am attaching all screenshots of communication with technical support, a screenshot of my winnings, and a screenshot of transactions.

Rejected

Another painfully slow payout this month

Another painfully slow payout this month for a total of 2,000.00 Euros. I talked to my vip manager and he said pretty much the same as last time. To be patient. I sure hope this isn't going to happen every month.

Thank you in advance for your help and for giving me a voice. :)

Resolved

€2,000

Painfully slow payout

My withdrawals have been waiting for 10 days. This problem has been ongoing which is why I am finally turning to you AG. I have written my VIP manager several times about this and they say they will speed it up but it just doesnt happen. Neospin: I kindly ask that you please process my money today. ty.

Resolved

€4,925