Neospin Casino - Výplata hráčovy výhry se zpozdila.

1. I registered on May 12th, 2023
2. I verified myself on May 13, 2023 and deposited 900 euros
3. I won 3280 euros playing roulette and requested a payout on 05/13/2023
4. This casino keeps stalling me and won't pay out, and always says it's in progress
5. I want my profit on my account

1. Ich habe mich am 12.05.2023 Registriert
2. Ichhabe mich am 13.05.2023 Verifiziert und habe 900 Euro eingezahlt
3. Ich habe beim Roullete 3280 Euro gewonnen, und habe am 13.05.2023 um eine Auszahlung beantragt
4. Dieses Casino haltet mich immer hin, und zahlt nicht aus, und schreibt immer es ist in Bearbeitung
5. Ich will mein Gewinn auf mein Konto

Dear christianpeter737,

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

Hello dear team,

Unfortunately, I can't understand this, we live in the year 2023, where everything is digital!

I uploaded all documents, I was verified too!

And yet you have to wait so long!!

Dear Casino Guru Team,

Thank you for your support

Hallo liebes Team,

Ich kann sowas leider nicht nachvollziehen, wir leben im Jahr 2023.wo alles Digital ist!

Ich habe alle Dokumente hochgeladen, ich wurde auch Verifiziert!

Und trotzdem muss man so lange warten!!

Liebes Casino Guru Team,

Danke für eure Unterstützung

Dear christianpeter737,

Have you received your withdrawal from the casino yet?

Hello dear team,

No this casino writes me every day that it is in progress!

I've been waiting since May 13, 2023

This casino is holding back 3280 euros

Hallo liebes Team,

Nein dieses Casino schreibt mir jeden Tag, dass es in Bearbeitung ist!

Ich warte jetzt schon seit den 13.05.2023

Dieses Casino haltet 3280 Euro zurück

Thank you for your reply, christianpeter737. Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear christianpeter737,

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.

Hello dear team,

This casino paid out everything and I'm only sure because I've made it public on various online sites.

Nevertheless, I decided never to play at this casino again and got blocked.

Thanks to you.

Hallo liebes Team,

Dieses Casino hat alles ausbezahlt, und ich bin mir sicher nur weil ich es öffentlich gemacht hab auf diverse online Seiten.

Trotzdem habe ich mich entschlossen bei diesem Casino nie mehr zu spielen und hab mich Sperren lassen.

Danke an euch.

Dear christianpeter737,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru