Neospin Casino - Игрок считает, что вывод его средств задерживается.

Both my withdrawals have been accepted, I keep checking my acount and still haven’t received any funds, the keep giving me the same automated reply and no help.

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 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

they keep saying my money has reached the address, when I check the acount there is nothing, I have spoken to help desk and they have clarified that no money has reached the account

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.

Haven’t not received my withdrawals yet.

they keep telling me the transaction was successful

They keep telling me the same thing every time

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

Have you made any successful withdrawals before?

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 a screenshot of your withdrawal history from your casino account?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], 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.

I have made one successful withdrawal but not with Neospin using the the same account and the withdrawal came within two days, and yes I have passed the kyc verification.

I accumulated the winnings without a bonus. I will send you screenshots via email.

They are telling me now they entered the wrong address and transaction can’t be reversed! What the heck

Dear player, could you please confirm whether you have any proof that you entered the correct wallet address when submitting your withdrawal request? If so, kindly send me a screenshot or any documentation showing the exact address you submitted to the casino.

Please note that we are sometimes able to assist in cases where a player enters the correct wallet address but uses an incorrect tag. However, if the full address submitted was incorrect, and the funds were sent to that wrong address, unfortunately, there is nothing we or the casino can do to recover the money. In such a case, the responsibility lies entirely with the player to ensure the correct information is provided.

Please double-check and send us any proof you may have.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika