Contact Neospin
Support is available around the clock, every day of the year. Live chat is the quickest route and handles most questions inside the window: deposits, promo codes, verification status, bonus terms. A chatbot answers routine queries instantly and passes anything unusual to a person.
Picking the right channel saves a day. The table below shows which address deals with what.
Support Channels
| Channel | Address | Typical response |
|---|---|---|
| Live chat | Available on every page and inside the app | Minutes |
| General support | [email protected] | A few hours |
| Payments and withdrawals | [email protected] | A few hours |
| Responsible gambling | [email protected] | Same day |
| Data protection and privacy | [email protected] | Up to 30 days, as the law allows |
| Independent disputes (EGIS) | [email protected] | Set by EGIS |
Company Details
| Operator | Metlait SRL |
| Registration number | 3-102-911867 |
| Registered address | El Guayaval, Residencial La Campina Casa Numero Q-11, Cartago, El Guarco, Tejar, 30801, Costa Rica |
| Licence | E-gaming Licence No. 0000064, Tobique Gaming Commission |
| Website | www.neospin.com |
Before Getting in Touch
A handful of questions come up so often that the answer is already published, and checking first is usually faster than waiting for a reply:
- A pending withdrawal. Verification status, an active bonus and the x3 deposit turnover rule account for most delays. The payments section lists the rest;
- A bonus that did not credit. Codes must go into the promo field before the deposit clears, never after. Details are on the promotions section;
- A blocked domain. Some Australian providers filter offshore gambling sites. Installing the app or switching DNS solves it in most cases;
- A forgotten password. The «Forgot password» link on the login form sends a reset to the registered address.
What to Include
Support answers faster when the first message already contains what the team needs. For an account query that means the registered email address, and nothing else that identifies the account. Passwords and full card numbers should never be sent by email, and staff will never ask for them.
For a payment query, the transaction date, the amount, the method and the transaction reference are enough to trace it.
For a verification query, the date documents were submitted matters more than resending them. Duplicate uploads restart the review rather than speeding it up.
Complaints
Complaints are accepted from the account holder alone and cannot be filed by a relative or a representative. The support team handles them first and escalates internally where an immediate resolution is not possible.
Where the internal process ends without agreement, the matter goes to EGIS, an independent body operating under Tobique Gaming Commission regulations. Full details are on the complaints page.