Neospin Casino - プレイヤーのアカウントは閉鎖されました。

Hello.

I passed verification at this casino, made several deposits and withdrew funds once. 11 days ago, I won over 3,000 euros. I wanted to withdraw this money, I waited seven days, the support service did not specify the withdrawal date, they wrote me an apology.

Then my account was blocked by the decision of the administration.

Please help me get my winnings.I am attaching all screenshots of communication with technical support, a screenshot of my winnings and a screenshot of transactions.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?
• When exactly did you create your casino account and when was it closed?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello.I was playing slots.I played with my own money and made a deposit.I didn't take the bonus.The account was created on December 10th.Closed on December 17th.

Does the casino not want to discuss this issue?

Hello mallovop,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, mallovop. Have you received any explanation from the casino regarding the account closure? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello, I haven't received any more emails from the casino.The account was closed by the decision of the administration-that's all they told me.I have already attached screenshots of the correspondence with the casino.

Dear mallovop,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello mallovop,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would also like to invite Neospin Casino to participate in this discussion and share their perspective.

Dear Neospin Casino,

I respectfully request clarification regarding the reasons that led to the decision to terminate the player's account and not process the withdrawal.

If there are any relevant details or circumstances pertaining to this case that cannot be shared publicly, I kindly ask that you provide them directly to me at michal.k@casino.guru for an independent review.

Is there any news?

Dear Casino Guru Complaint Team,

We would like to confirm that additional information and clarification regarding this case have been provided to Casino Guru for review.

The matter has been reviewed internally in accordance with the Casino’s Anti-Fraud and verification procedures, and the relevant details have been shared with your Team.

Should any further clarification be required within the permissible scope, we remain at your disposal.

Kind regards,

Neospin Casino Team

Thank you for your emails with the information and evidence, Neospin Casino Team.

Dear mallovop,

Following a comprehensive review of the information and evidence we could gather, I must regrettably inform you that we cannot proceed further with this case.

Compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations is a fundamental requirement across the industry. These regulations mandate the submission of valid, genuine and original documents in the player’s name. Unfortunately, in this instance, you do not fulfil this criterion.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules, to which you agreed when you created your account.

Your failure to meet the KYC and AML requirements leaves no room for further action, and this complaint will now have to be closed as rejected.

You are certainly free to disagree with this conclusion and can reach out to the casino licensing authority if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue.

Should you face any challenges with this or any other casino in the future, please do not hesitate to contact us. We will try our best to help.

Best regards,

Michal

Casino Guru