Jeg skriver for formelt at eskalere min klage vedrørende alvorlige bekymringer i forbindelse med behandlingen af udbetalinger, overtrædelser af ansvarlig gambling-praksis og andre vedrørende finansielle transaktioner, der involverer Neospin Casino. De handlinger, som Neospin har truffet, især af min VIP-manager, Edward, har givet anledning til betydelige bekymringer, som jeg mener skal løses med det samme.
Til dato har jeg forsøgt at hæve $70.000 fra min konto ved mere end 35 separate lejligheder, men jeg har endnu ikke modtaget hele de anmodede midler. Over 150 e-mails er blevet sendt til Neospins supportteam vedrørende forsinkelserne, men der er ikke givet nogen meningsfuld løsning. Til at begynde med lagde jeg en fortrydelsesperiode på 10 dage for at give Neospin tid til at behandle mine udbetalinger. Men min VIP-manager, Edward, instruerede mig i at fjerne fortrydelsesperioden, hvilket antydede, at det ville fremskynde behandlingen af mine udbetalinger. På trods af at jeg fulgte hans vejledning og gjorde yderligere forsøg, blev mine tilbagetrækninger ikke behandlet. Til sidst brugte jeg de resterende midler på min konto, da kasinoet nægtede at honorere de anmodede udbetalinger, hvilket jeg gjorde for at lukke min konto.
Denne situation er direkte i modstrid med de angivne tilbagetrækningsbetingelser, som begrænser udbetalinger til $7.500 pr. dag og $30.000 pr. uge. De handlinger, jeg oplevede, går også imod selve formålet med gambling-restriktioner og fortrydelsesperioder. Hvis disse vilkår var blevet overholdt, skulle mine tilbagetrækninger være blevet behandlet inden for 10-dagesperioden forud for Edwards råd om at fjerne fortrydelsesperioden.
Derudover har jeg brugt de sidste tre uger på at blive fortalt, at problemet ville blive løst, kun for at blive informeret af Edward om, at det ikke ville være det. Dette, kombineret med den angst og stress, det har forårsaget, er dybt bekymrende og udgør en form for misbrug. Desuden har jeg observeret alvorlige brud på gennemsigtighed og finansiel integritet fra Neospins side. Specifikt har jeg bemærket, at midler behandles under forskellige firmanavne, såsom **Tallinn Estate**, **Steam Key Shop London**, **Playwithme.pro**, **Gateway Ltd** og * *Smethwick London**, som annonceres til australske spillere. Denne praksis ser ud til at være et forsøg på at omgå spilleblokken på min konto og er, så vidt jeg ved, ulovlig.
Desuden er jeg blevet opkrævet internationale afgifter på hver transaktion uden forudgående varsel eller medtagelse af sådanne gebyrer i vilkårene og betingelserne. Dette vildleder ikke kun spillere, men resulterer også i, at Neospin tager flere penge, end det er berettiget til, hvilket jeg mener udgør en overtrædelse af både finansielle regler og virksomhedens egne erklærede politikker.
Det er tydeligt, at Neospin forsøger at unddrage sig sine forpligtelser i henhold til regler for ansvarligt spil ved at bruge forskellige navne til at behandle transaktioner og pålægge ikke-kommunikerede gebyrer. Denne adfærd giver anledning til alvorlige bekymringer om virksomhedens forpligtelse til gennemsigtighed og fair play. Det er dybt bekymrende, at disse problemer har varet ved på trods af flere forsøg på at løse dem gennem standard supportkanaler.
I am writing to formally escalate my complaint regarding serious concerns related to the processing of withdrawals, violations of responsible gambling practices, and other concerning financial transactions involving Neospin Casino. The actions taken by Neospin, particularly by my VIP manager, Edward, have raised significant concerns that I believe must be addressed immediately.
To date, I have attempted to withdraw $70,000 from my account on more than 35 separate occasions, but I have yet to receive the entirety of the requested funds. Over 150 emails have been sent to Neospin’s support team regarding the delays, yet no meaningful resolution has been provided. Initially, I placed a cooling-off period of 10 days to allow Neospin time to process my withdrawals. However, my VIP manager, Edward, instructed me to remove the cooling-off period, suggesting it would expedite the processing of my withdrawals. Despite following his guidance and making further attempts, my withdrawals were not processed. In the end, I used the remaining funds in my account, as the casino refused to honor the requested payouts, which I did to close my account.
This situation directly contradicts the stated withdrawal terms, which limit withdrawals to $7,500 per day and $30,000 per week. The actions I experienced also go against the very purpose of gambling restrictions and cooling-off periods. Had these terms been adhered to, my withdrawals should have been processed within the 10-day period, prior to Edward's advice to remove the cooling-off period.
Additionally, I have spent the past three weeks being told the issue would be resolved, only to be informed by Edward that it would not be. This, coupled with the anxiety and stress it has caused, is deeply troubling and constitutes a form of abuse. Furthermore, I have observed serious breaches of transparency and financial integrity on Neospin's part. Specifically, I have noticed that funds are being processed under various company names, such as **Tallinn Estate**, **Steam Key Shop London**, **Playwithme.pro**, **Gateway Ltd**, and **Smethwick London**, which are advertised to Australian players. This practice appears to be an attempt to circumvent the gambling block on my account and is, to my knowledge, illegal.
Moreover, I have been charged international taxes on each transaction without prior notice or inclusion of such charges in the terms and conditions. This not only misleads players but also results in Neospin taking more money than it is entitled to, which I believe constitutes a violation of both financial regulations and the company’s own stated policies.
It is evident that Neospin is attempting to evade its obligations under responsible gambling regulations by using different names to process transactions and imposing uncommunicated fees. This conduct raises serious concerns about the company's commitment to transparency and fair play. It is deeply troubling that these issues have persisted despite multiple attempts to resolve them through standard support channels.
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