Neospin Casino - Вывод средств игрока задерживается.

I have been a regular player on neospin for a couple of years now. During that time iv made many withdrawals of various amounts which have all been processed without issue. The typical processing time for these has been 12-24 hours with the most iv ever waited being 2 days.

My last withdrawal request however has been over a week now and when i have tried to query the casino they are quick to brush me off and keep advising me to just keep waiting with no indication of why this request is taking longer than anything in the years prior.

I am very suspicious of the fact that i recently had one of the biggest wins iv ever had in the casino and all of a sudden my withdrawals are taking so much longer to process.

I have daily emails with the "VIP" manager assigned to me requesting updates and every day the response either ignores my question by brushing me off with a generic response or they just advise me to wait some more without saying why.

Appreciate any help you can give me,

Thanks,

Ben

Dear bengreig92,

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.

On top of this i have been advised that the daily withdrawal limit is only $6000 AUD despite their website saying clearly that the daily withdrawal limit is $10000. Any requests i made to withdraw more than $6000 AUD after my recent win were declined and cancelled.

I have also previously made withdrawals above $6000 without problems in the years prior.

Again i believe they are doing everything to delay/prevent me withdrawing funds after my recent win.

Dear bengreig92,

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.

Hello,

My withdrawal request is still sitting in a "pending" state and updates from the support team at neospin continue to be "just keep waiting" and we will update you soon. Nothing has changed and i have not received my funds now over two weeks after i submitted my withdrawal.

Dear bengreig92, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? 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 can confirm that i am kyc verified and have made multiple successful withdrawals in the past. The last successful withdrawal request was only made in april this year with no issues.

There were no active bonuses and the winnings were made purely with my own deposit money.

iv attached some screenshots of daily communication with neospin asking for updates with their replies. Iv given up asking for updates the past few days as i keep getting the same generic response. Please let me know if you need any more.

Thanks,

Ben

A few more screenshots as well as a reply from neospin that they posted 3 days ago on trustpilot:

Here is a screenshot of successful withdrawals only made a month ago with no issues that were all processed with 24hrs: