Neospin Customer Support

How to Contact Neospin

Neospin contacts players only through the email and phone number on their account. For a question about a specific payment, bet or bonus, the transaction details from the account history help support find the case faster.

Login and Account Help

A forgotten password is reset through the link in the login window. If the registered email is no longer available, live chat support confirms the account owner and updates the details.

An account locked after an unanswered verification request is restored once the check is complete. The account currency can be changed only after the first stage of the welcome bonus is completed. Registering a second account instead of recovering the first one is not an option, as duplicate accounts are closed.

Payment Questions

Deposits by Visa, Mastercard, MiFinity and cryptocurrency are credited instantly. If a deposit has not appeared, support can check its status with the payment provider.

Neospin withdrawals are processed within 72 hours of approval. A request can stay pending longer while verification is open, when it exceeds the daily, weekly or monthly limit, or when the player's bank rejects a card or bank transfer. Intermediary banks may also deduct their own fees from a transfer.

Refund Requests

A refund of a legitimate transaction must be requested by email within 24 hours. If someone else accessed the account, the player has 30 calendar days from the date they became aware of it. The request needs a photo ID, a photo or screenshot of the payment method and proof of address, and approved refunds are paid within 5–7 banking days.

Bonus Questions

Support can check whether a bonus code was applied, when the next batch of free spins is due and how much wagering remains. A code must be entered before the qualifying deposit; entering it afterwards does not activate the offer.

If a bonus is no longer wanted, support can cancel it. The bonus funds and related winnings are then removed, while the player's own money stays on the account.

Account Verification

Verification requests come by email or appear in the account. Documents are accepted in Latin or Cyrillic script, and a short video or a phone call can be requested as well. A request left unanswered for two weeks leads to the account being locked and any pending withdrawal cancelled, so documents should be sent as soon as they are requested.

Reporting an Error

A game fault, a bug or an amount credited to the account by mistake must be reported to support@neospin.com straight away. Using such an error instead of reporting it makes the player liable for the resulting costs, and incorrectly credited funds are removed from the balance.

Complaints and Dispute Resolution

Only the account holder can file a complaint. A complaint follows three steps:

1. Contact support by live chat or email and describe the issue.
2. If support cannot resolve it straight away, the complaint is escalated within the company, and Neospin keeps the player informed of its status.
3. If the final answer is not satisfactory, the case can be referred to EGIS, an independent ADR service working under the Tobique Gaming Commission, at disputes@egis-adr.com.

In disputes about game results, the server logs are the final record. Claims must be filed within one year of the date they arose.

Responsible Gambling Help

Support can help a player limit or pause their gambling, including self-exclusion, in line with the Responsible Gaming Policy. Independent help in Australia is available free of charge from Gambling Help Online on 1800 858 858, 24 hours a day.