Hello I’m hoping someone can put my mind at ease. I opened an account with Neospin and accidentally deposited $550 instead of $50, I immediately contacted live chat and explained the typo error and that I needed the money back. Trying to withdraw it in my account kept getting rejected. I sent many desperate emails explaining my situation and that financial this was going to acutely effect me which was causing great distress. Once again, I logged into the account to see if I could withdraw and it was locked with a message that said self exclusion which I did not do. I emailed customer support to ask what was going on and there response was they had closed my account because they take responsible gambling very seriously! Which made no sense, as my $549 is still in there.. and now I’m worried they just closed it so they won’t have to refund my money 😰 I have emailed them numerous times hoping for reassurance that I will eventually get refunded but all they say is your request is being processed. .. To me this say it could be denied!Has anyone dealt with Neospin before? Can they just keep my deposit and close my account?
Accidentally deposited too much and withdrawal declined
Hello,
if I may guess, the people in the casino were worried about you losing that money, especially if you expressed the stress, so I can also imagine closing the account seemed like an option. KYC and withdrawal may be completed without your access to the account.
Do you have any signals that you are not going to be able to withdraw? I personally do not have the feeling. Try to calm down, please. Such uncommon situations sometimes need a bit more to get resolved properly.
Usually, once the account gets fully verified, the withdrawal is possible.
Would you say the verification has started?
Hi Radka
I really appreciate your reply. Thank you for clarifying why they may have closed my account. Originally I was told I would have to X3 Wager the amount and now it’s been put through as a non wager request. As I’ve never used online casino’s I suppose I’m just worried they can do what ever they want. Yes my account is fully verified and I have an email confirming that
Hi!
Glad to help!
I hope you don't mind a few more bits of inside information. There is something called the anti-money laundering policy, due to which every deposit made in a casino is a subject of wagering, in this case 3 times the amout. This measures preventing anyone from laundering the money by making sort of effortless withdrawals. We can speculate about who would money launder $550 these days, so I'm truly glad to see the casino decided to strip off the wagering requirement.
Having the account fully verified is also great news. Hopefully, it eased your mind.
So, what is the actual state of the withdrawal, please? Are you about to receive it?
Now that I'm thinking about your closed account, do you plan to ask the casino to reopen it? if I'm not mistaken, you intended to play there.
I want to be certain that everything will be resolved. 🙂
Hi
thank you for explaining the wagering! I had know idea about the laundering policy, I assumed it was a tactic for casinos to increase the chance of you blowing your deposit and then putting more in.
I have just received an email this evening requesting name and address of my bank, bsb and account number etc Do you no why they would ask this when my account and visa debit card that I deposited with are verified with the casino already?
So I assume the request for my bank details means my request was granted.
I have asked in my return email if I am able to play once the refund is completed and I will let you no.
If my refund is successful I would definitely play again as the casino will have my trust
Hello,
To be perfectly honest, 3-times deposit wagering is a total max for me. Higher requirements feel like what you described.... 😀
If I'm correct, the casino wants to match the card with the associated bank account, or another option: If I'm not mistaken, the Australian government has banned card transactions for gambling purposes (https://www.ausbanking.org.au/banks-welcome-online-gambling-credit-card-ban/). Perhaps the casino prefers to send the money back to your account directly instead of using the card. Well, I would prefer someone from the casino to explain that.
In any case, I'll be here to watch the events closely. I'd say it seems good so far. 🤞
Anytime 🙂
Hopefully Monday brings you further good news!
