Neospin Casino - El reintegro del jugador se ha retrasado.

According to the casino they have "processed my withdrawal from their end but they are waiting on the confirmation from the payment provider". It has taken a lot longer then it should and doesn't fall under any KYC or verification issues as I completed those when I first withdrew my money. Something does not seem right about it. More specifically I believe they are referring to their payment provider as INPAY. On their website it said the bank transfer through INPAY was instant which has become very misleading, if I knew it would be so long I would of used Crypto. I'm now in a predicament waiting for this withdrawal, they have just told me to wait time and time again when I enquire about it.

Dear stenliamo,

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.

Hi I just enquired with Neospin (my personal live chat manager) following up on my withdrawal status. I have just been told word for word "Your withdrawal is in the warn status, the funds were withdrawn successfully from us, but your bank did not accept this payment, so we advise that you contact them" to which I responded "my personal bank? or INPAY (their international payment provider I would assume)" They then told me that they could not tell me this information, leaving their response to be quite vague so we went back and forth with me trying to get them to explain more specifically who I should be contacting over this issue. They continues to explain that they have not done anything wrong and that all issues with this transaction are with my banking provider and that they have "done their job efficiently" I told them that I will be back once I'm done contacting my personal bank but I have no clue if that will even amount to anything or if it is even their fault. If it is INPAYs fault there is no way for me to contact them over the phone as I am from AUS and they are located in Denmark. Is anything about what they're saying remotely possible or have I just been scammed. How am I going to get this now. FFS

I have screenshots of all chat logs, my withdrawal status on Neospin, and all deposits that I made with them. I love how they didn't even try to reach out to tell me that my withdrawal was in the "warn" status. Makes it extremely iffy. I don't think they are telling the truth purely for that reason.

Dear stenliamo,

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.

Dear stenliamo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.