The player from Australia had his withdrawal declined without a clear reason, despite still playing with the remaining funds in his account. Additionally, he was unhappy that the casino refused to provide a bonus or cashback he believed he was entitled to. The Complaints Team found that since the winnings were played down after the withdrawal was reversed, no further assistance could be provided. The player was ultimately responsible for his account and bets, leading to the conclusion that the complaint had to be closed without penalizing the casino.
Neospin Casino - Player's withdrawal request is denied.
Amount: A$500
Neospin Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.6
Neospin Casino has a Safety Index of 7.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
5 hours ago
Public
Public
2 weeks ago
They declined my withdrawal for no reason, claiming several reasons, and they did this whilst I was still playing with other money I still had in account. Also they are refusing to give me any bonus or cashback that I am meant to get, saying that their system determines that. Not fing happy.
Public
Complaint Specialist
Public
2 weeks ago
Dear montydardz,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise if your account has been fully verified?
- Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or is it related to your account only?
- Were you able to request a new withdrawal of your winnings?
Looking forward to hearing from you.
Best regards,
Tomas
Public
Complaint Specialist
Public
1 week ago
Dear montydardz,
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.
Public
Public
1 week ago
Yes all fully verified, and there only legit reason for not paying me now is cos whilst I was spinning with my left over money in account they reversed the withdrawl ( still no real reason for that) unbeknownst to me and I then spun what I had, thinking I must of had a few good wins along the way eventually loses what was there. Checked the process of my withdrawl and realized they had reversed it almost straight after I started playing and could not give any valid reason other then the fact that it had now been used!!! Sneaky dog tactics
Public
Complaint Specialist
Public
5 hours ago
I understand your frustration and negative experience.
Since the winnings were played down, we are unable to assist you further.
The player is ultimately responsible for his account, current balance, and all bets taking place. Under these circumstances, we are unable to penalize the casino. We also can't ask the casino to compensate you in the form of a bonus or in other way.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
