Contact Neospin Casino
Reach our support team 24 hours a day, 7 days a week. Live chat is the fastest path; email handles document-heavy or escalated cases.
Live Chat — Fastest Channel
Open the chat widget in the bottom-right of any page. You don't need to be logged in to start a conversation, but agents can act on your account only after you authenticate inside the chat.
- Hours: 24/7, including AU public holidays.
- First response: typically under 90 seconds.
- Best for: banking status, bonus questions, login issues, game faults.
Email Support — When to Use It
Use email when you need to attach KYC documents, dispute a transaction with proof or escalate a complaint with a paper trail.
- First response SLA: under 12 hours.
- Resolution SLA: under 72 hours for standard cases; complex disputes may take longer and we'll set expectations on the first reply.
Account, Banking and Bonus Help
| Issue | Best channel | Have ready |
|---|---|---|
| Deposit not credited | Live chat | Method, amount, time, transaction ID |
| Withdrawal delayed | Live chat → email if KYC | KYC pack, screenshot of pending |
| Bonus not applied | Live chat | Deposit ID, bonus you expected |
| Login/2FA | Live chat | Account email, last login attempt time |
| Privacy / data request | Identity verification, specific request |
Complaints and Escalation Path
We aim to resolve complaints in-house within 7 days. If you're not satisfied with the outcome:
- Reply to the resolution email asking for manager review.
- If still unresolved after 14 days, escalate to the Curaçao Gaming Control Board via the licence link in our footer.
- Australian players may also lodge concerns through the Office of the Australian Information Commissioner (OAIC) for privacy-specific matters.