Pišem da bih zvanično eskalirao svoju žalbu u vezi sa ozbiljnim zabrinutostima u vezi sa obradom isplata, kršenjem pravila odgovornog kockanja i drugim finansijskim transakcijama koje uključuju Neospin kazino. Radnje koje je preduzeo Neospin, posebno moj VIP menadžer, Edvard, izazvale su značajnu zabrinutost za koju verujem da se mora odmah rešiti.
Do danas sam pokušao da podignem 70.000 dolara sa svog računa u više od 35 različitih navrata, ali tek treba da dobijem celokupna tražena sredstva. Preko 150 e-poruka je poslato Neospinovom timu za podršku u vezi sa kašnjenjima, ali nije dato nikakvo smisleno rešenje. U početku sam postavio period hlađenja od 10 dana kako bih Neospin-u imao vremena da obradi moja povlačenja. Međutim, moj VIP menadžer Edvard me je uputio da uklonim period hlađenja, sugerišući da bi to ubrzalo obradu mojih povlačenja. Uprkos tome što sam sledio njegove smernice i činio dalje pokušaje, moja povlačenja nisu obrađena. Na kraju sam iskoristio preostala sredstva na svom računu, pošto je kazino odbio da ispuni tražene isplate, što sam i učinio da zatvorim svoj račun.
Ova situacija je direktno u suprotnosti sa navedenim uslovima povlačenja, koji ograničavaju povlačenje na 7.500 dolara dnevno i 30.000 dolara nedeljno. Radnje koje sam doživeo takođe su protiv same svrhe ograničenja kockanja i perioda hlađenja. Da su se ovi uslovi poštovali, moja povlačenja su trebalo da budu obrađena u roku od 10 dana, pre Edvardovog saveta da se ukloni period hlađenja.
Pored toga, proveo sam protekle tri nedelje govoreći da će problem biti rešen, da bi me Edvard obavestio da neće biti. Ovo, zajedno sa anksioznošću i stresom koje je izazvalo, je duboko zabrinjavajuće i predstavlja oblik zlostavljanja. Štaviše, primetio sam ozbiljne povrede transparentnosti i finansijskog integriteta od strane Neospina. Konkretno, primetio sam da se sredstva obrađuju pod različitim nazivima kompanija, kao što su **Tallinn Estate**, **Steam Kei Shop London**, **Plaivithme.pro**, **Gatevai Ltd** i * *Smetvik London**, koji se reklamiraju australijskim igračima. Čini se da je ova praksa pokušaj da se zaobiđe blokada kockanja na mom nalogu i, koliko znam, nezakonita je.
Štaviše, naplaćeni su mi međunarodni porezi na svaku transakciju bez prethodnog obaveštenja ili uključivanja takvih naknada u odredbe i uslove. Ovo ne samo da dovodi u zabludu igrače, već i dovodi do toga da Neospin uzima više novca nego što mu pripada, što smatram da predstavlja kršenje i finansijskih propisa i politike same kompanije.
Evidentno je da Neospin pokušava da izbegne svoje obaveze prema propisima o odgovornom kockanju korišćenjem različitih imena za obradu transakcija i nametanjem neprijavljenih naknada. Ovo ponašanje izaziva ozbiljnu zabrinutost u vezi sa posvećenošću kompanije transparentnosti i fer igri. Duboko je zabrinjavajuće što su ovi problemi i dalje prisutni uprkos višestrukim pokušajima da se reše putem standardnih kanala podrške.
I am writing to formally escalate my complaint regarding serious concerns related to the processing of withdrawals, violations of responsible gambling practices, and other concerning financial transactions involving Neospin Casino. The actions taken by Neospin, particularly by my VIP manager, Edward, have raised significant concerns that I believe must be addressed immediately.
To date, I have attempted to withdraw $70,000 from my account on more than 35 separate occasions, but I have yet to receive the entirety of the requested funds. Over 150 emails have been sent to Neospin’s support team regarding the delays, yet no meaningful resolution has been provided. Initially, I placed a cooling-off period of 10 days to allow Neospin time to process my withdrawals. However, my VIP manager, Edward, instructed me to remove the cooling-off period, suggesting it would expedite the processing of my withdrawals. Despite following his guidance and making further attempts, my withdrawals were not processed. In the end, I used the remaining funds in my account, as the casino refused to honor the requested payouts, which I did to close my account.
This situation directly contradicts the stated withdrawal terms, which limit withdrawals to $7,500 per day and $30,000 per week. The actions I experienced also go against the very purpose of gambling restrictions and cooling-off periods. Had these terms been adhered to, my withdrawals should have been processed within the 10-day period, prior to Edward's advice to remove the cooling-off period.
Additionally, I have spent the past three weeks being told the issue would be resolved, only to be informed by Edward that it would not be. This, coupled with the anxiety and stress it has caused, is deeply troubling and constitutes a form of abuse. Furthermore, I have observed serious breaches of transparency and financial integrity on Neospin's part. Specifically, I have noticed that funds are being processed under various company names, such as **Tallinn Estate**, **Steam Key Shop London**, **Playwithme.pro**, **Gateway Ltd**, and **Smethwick London**, which are advertised to Australian players. This practice appears to be an attempt to circumvent the gambling block on my account and is, to my knowledge, illegal.
Moreover, I have been charged international taxes on each transaction without prior notice or inclusion of such charges in the terms and conditions. This not only misleads players but also results in Neospin taking more money than it is entitled to, which I believe constitutes a violation of both financial regulations and the company’s own stated policies.
It is evident that Neospin is attempting to evade its obligations under responsible gambling regulations by using different names to process transactions and imposing uncommunicated fees. This conduct raises serious concerns about the company's commitment to transparency and fair play. It is deeply troubling that these issues have persisted despite multiple attempts to resolve them through standard support channels.
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