Neospin Casino - La cuenta del jugador ha sido suspendida.

I have had an account with neospin for a few years now and have made my fair share of withdrawals. I played a game that won $18,000 which was awsome but I obviously know that the wait times on withdrawals have always been 6 hours exactly on the dot for me for every withdrawal I've made through them. I understand they have daily limits and weekly limits 6k a day and 15k weekly, so I made the first withdrawal of $6000 and waited. 10 hours go by and no word. I speak to my VIP manager gabe about my concerns for the remaining funds during this time as I know I get bored if there's money just sitting in the account, I don't want to spend it on more games if my intentions were to withdraw the lot... After mentioning this to my VIP manager, without hesitation and without consulting with me properly about what my questions were about... My account was suspended due to gambling addiction that my VIP manager deemed me as having a gambling addiction.... It has now been 24 hours and have gotten nowhere with the manager or updates on my withdrawal. I can't even withdraw a smaller amount as they keep rejecting them. I want transparency but all I am getting is lied to and told to just wait when this is the longest I have ever had to wait and not to mention suspending my account for no reason....

Dear Danielc90,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I’ve reviewed the Responsible Gaming section of the casino and found the following information:

Cooling-Off Limit

You can set a Cooling-Off Period for a definite period of time. While the limit is active you cannot deposit to the Casino and you will be excluded from all promotional offers, although you may withdraw the remaining funds during this period. Cooling-Off period is applied to your account immediately. Upon its expiring your account will automatically be reactivated.

Self-Exclusion Limit

You can set a Self-Exclusion Limit for a definite period of time. Upon doing so your Player Account will immediately be disabled and you will be excluded from all promotional offers for the set period. You will not be able to deposit or withdraw funds when the limit is active. Upon its expiring your account will automatically be re-activated.

• Could you please clarify which of these limits was applied to your account?
• Additionally, could you kindly send me a transcript, email, or screenshot of the communication between you and the casino’s customer support that led to the suspension of your account?
• Are you currently able to log into your account?
• And just to confirm—are there any pending withdrawal requests in your casino account at the moment?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I'm not sure which limit as I can still login I just can't play. I did not ask to have my account restricted I just wanted to know information about it as it was going to take a week just to be able to withdraw my winnings.

They claim if they suspect I show signs of a gambling addiction that they will just restrict me...

I don't have a transcript of the live conversation as that doesn't save but I have the telegram conversation when I discovered what they had done.

I have several withdrawals that have just been ignored and left pending. I even cancelled the $6000 withdrawal and tried withdrawing smaller amounts but still stuck as pending with the same excuse that they're very busy

Update.

They have now sent through $6k. Technical issues are being blamed for the delay

..

Thank you for keeping me updated. I'm glad to hear that the casino sent you the winnings. Have you received the requested amount yet?

I have received my winnings now. However they have cancelled my account claiming I have a gambling addiction. Good on them for paying me what they owed, but this really goes to show just how crooked they are

Dear Danielc90,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru