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Neospin Casino – VIP Neosurf Deposit Delay

Amount: AUD $50.00 

I am a verified VIP player at Neospin. I made a deposit via Neosurf, which is listed as an instant payment method. My funds have not been credited, and I have been told to wait up to 48 hours for "manual checks" and a "technical error

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Dear atagA,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Dear Player,

Thank you for bringing this matter to our attention.

We would like to clarify that initially, you were informed about a possible delay of up to 48 hours due to additional checks related to a technical issue. Following this, your VIP manager reached out to you via email requesting a payment receipt and a statement showing your account details.

These documents were needed in order to escalate the case and submit a request to our Finance Department for further investigation.

Unfortunately, we have not received the requested information from your side, which is necessary for us to proceed with resolving the issue.

We kindly ask you to provide the requested documents at your earliest convenience so that we can continue the investigation and assist you as quickly as possible.

Best regards,

Neospin Casino Team

Dear atagA,

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 atagA;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at tomas@casino.guru

Thank you for your understanding.

Best regards,

Tomas

Casino.Guru

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminders, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Tomas

Casino.Guru