Neosurf Reviews 3,294

very bad support is non existent and my funds are still stuck there cant use
They say to reach out to their email but they actually don’t respond even tho I reached out to their email do not be fooled

Update
I have sent so many request for many days with no reply
00490679
Are u going to reply or pretend to reply

I’ve waited many days and have uploaded the selfie again please check do not want to wait 3 days again

2nd Aug 2025 - 03:17
Compte: BE0**********257 ING
Statut: pending
Identifiant de retrait: 89f129c4-****-****-****-c5435a130375
(frais 5%)

02/08/2025 i requested a withdrawal of my funds (€150) ...
Today 13/08/2025 it is still Pending...??!!
How abnormal is this?

And seems like i am not the only one who got this.
This is really unacceptable.
If i dont receive my money on my bank account by tomorrow, Thursday 14/08/2025, i will start a petition against Neosurf. I will take further action and ensure that this "company" can close its doors in every possible way.

You have absolutely NOTHING, absolutely NOTHING, to be held responsible. Neosurf simply doesn't have the capacity to handle other people's money. Your "customer service" is TERRIBLE.

This simply cannot continue, and it's high time this is taken to higher authorities, and possibly to court.

Neosurf is definitely not a legitimate company, I'm certain of that. This has to stop; this company is truly a disgrace.

This is terrible. I bought an almost $100 voucher from one of the sources that Neosurf's website recommended. HOWEVER, I am unable to use it anywhere, not even to deposit it through its website. It recognizes the voucher but keeps throwing up the error, "This voucher can not be deposited". Even when contacting them through their website I'm getting nothing back not even the ticket number.

Edit:this is very confusing but their website doesn’t give you anything related to a ticket number. And you only get it by emailing a specific email which is different depending on where you get it. However I still have my voucher problem. 00489710

I just got my account verified and today i used it to make payment and now is blocked. Fix your broken site, is impossible to use it. Why you verified an account just to block it right away?

00489401

Very annoying service, the site says that neosurf vouchers can be used without any accounts- but it does not work, even trying to pay 10e I get a message first I am to log in. Did not have this problem 2 month ago, now I see the others reviews and realise that the problem is common. Please update the info on the Neosurf.com then coz now it looks like a fraud. P S I see no option to reply on the team answer so writing here- yes i did write on your site for support but got no any email with any support ticket number. Now I wrote again to the email advised below.And no, it was not that the merchant site requires creating account, they even advice to split payments into small amounts to pay anonymously. But now your site does not let pay even 2,60 e directly

They are too bad service in the world because im waiting 1 week for verified then im try use account there said (This Neosurf Account is Blocked). Just lose my time i hope they unblock my account. 00489019

Been 1 month of doing everything for their verification so I can get my money and still nothing. Sent everything they wanted and more but still refuse completely to help or do anything.

00488898 is my latest case number.

02 Augustus 2025 heb ik een aanvraag gedaan voor geld naar mijn bankrekening te storten..

Deze staat nu al 4 dagen op PENDING?!
Hoelang kan dit duren? We leven in het jaar 2025...
Een overschrijving duurt nog geen 5 seconde...

Kunnen jullie eindelijk mijn geld storten naar mijn bank?

Dank u
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Reply to Neosurf:

For me its no problem at all to share with everyone here, about the issue i have...
After reading 100+ reviews here on Trustpilot...
It is really disgusting how you guys handle other peoples money.
Does Neosurf really have a License for doing this?
To be honest, i seriously doubt that...

Now to go on with my case:
Today it is the 4th day i requested a withdrawal of my funds to my linked bank account.
There is no moving att all from your side... Why is this taking ages???

Can you please, finally send me my money to my bank account?
This is really starting to work on my nervs, and getting pissed off of this punitive abuse of power behavior.

Finish this right now after reading this message.
Thank you.

2nd Aug 2025 - 03:53
Account: BE9**********032 Keytrade Bank
Status: pending
Opname-ID: ********-38cb-4e65-****-4695027214f3
(kosten 5%)
-----------------------------------------------
New reply to Neosurf:

00488760 Neosurf Customer Support

Waiting for days to check my documents while it should be only 24 hours as they titled on thier website!

I bought a 100€ voucher and cant use it! You supposed to open account to use the voucher, cant open account in Germany..nothing works😢

I’ve been waiting for almost a week now for my account to be verified so I can use my voucher I deposited but I can’t seem to get a response from Neosurf 00486884. My other account needs to be closed because in order for me to verify this new account

NeoSurf refuses to verify my identity even though I submitted a valid government-issued ID and a selfie. They claimed it's not me, even though I look exactly like the photo and I have no newer documents to provide.

Their system automatically rejects documents without any real explanation
I had a terrible experience with NeoSurf. I tried to verify my account with a valid government-issued ID and a selfie, and they rejected it saying “it’s not you” or that I look different. This is ridiculous — it’s my real ID, and I look exactly the same. I don’t have a newer document. They don’t give any useful feedback or real support.

Im waiting almost 5 days they dont respond my ticket 00487973 i hope i got upgraded to premium

NeoSurf refuses to verify my identity even though I submitted a valid government-issued ID and a selfie. They claimed it's not me, even though I look exactly like the photo and I have no newer documents to provide.

Their system automatically rejects documents without any real explanation. I've used NeoSurf before and made multiple successful payments, and suddenly I'm being blocked.

Support is unresponsive and not helpful at all. They ask for "something newer" even though the document is still valid and official. Extremely frustrating and unprofessional.\
Ticket Number 00475616
I had a terrible experience with NeoSurf. I tried to verify my account with a valid government-issued ID and a selfie, and they rejected it saying “it’s not you” or that I look different. This is ridiculous — it’s my real ID, and I look exactly the same. I don’t have a newer document. They don’t give any useful feedback or real support.

What’s worse, I loaded a 500 PLN voucher directly on their website, and the funds never arrived in my account. When I try to enter the voucher code again, it says it’s already used. I sent them a photo of the voucher code and asked for help — but they still haven’t refunded my money or fixed anything.

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Almost 3 days im waiting for upgrade premium but they dont respond my ticket 00487373 . Me send maybe 3 times but always failed they always bad.

It s 3 times i try to do upgrade to a premiun account but they don t approved my id my pics. And it supposed to take not more then 24 hours to do verification check. But it take 2 to 4 days to hear back from neosurf. I don t have or see a ticket number. Please provided me one here so we can be in touch. Thank you

Like others, I’ve sent clear images of ID and been waiting 2-3 days for response and sent again new pictures but no response again. Really frustrating as they have the funds still.

Ticket 00485306

I purchased recently nesurf voucher and I sent more than 10 emails and not a single reply back I do not know whats happening I did the verification steps but also no answer, my account is frozen but no explanation why, I hope this is not scam but is does not look good, was my first time using this and it became a nightmare

WORST CUSTOMER SERVICE EVER!!!! AND IT STILL GOES ON!!!
16th SEPTEMBER 2025
I HAVE REPLIED SEVERAL TIMES PAM. I GAVE UP ON EVERY GETTING THE MISSING MONEY BECAUSE IT SEEMS THAT WHENEVER ITS ABOUT MY MONEY YOU EITHER CANT FIND THE MESSAGES OR YOU SIMPLY IGNORE THEM.
HERE IS MY TICKET NUMBER. I EXPECT A REPLY TO IT TODAY THANKS
****Re: 00493066 Neosurf Customer Support****
5TH SEPTEMBER 2025.
TRYING TO GET IN CONTACT WITH THEM IS NEAR IMPOSSIBLE UNLESS YOU PUT OUT A BAD REVIEW!
SENT THEM SEVERAL EMAILS TODAY AND KEEP GETTING AN AUTOMATED RESPONSE! DONT USE NEOSURF! BECAUSE WHEN SOMETHING GOES WRONG, AND IT WILL, YOURE ON YOUR OWN!
have sent several messages trying to get in contact with them and have got nothing back. Merchants encourage you to use them but when you do, they just hold your money until youre verified but wont finish the verification process!!! And they tell you it will be in the next 24hours! Bulls&!t!!!
No other way of contacting them except their "unmonitored" messaging system.
Don't fall for their tricks! Worst customer service ever!!!

ADDIT: hi Pam i have made a new enquiry and addressed to you. No auto email was received again with ticket number. Please sort out my concerns thanks
Addit #2:
Hi Pam
I have responded to your reply.. still not happy. Why can you find this correspondence so easily but the several I sent regarding the missing $$ seem to be lost in the world wide Web?? 🤔🤔🤔
Please fix this
ADDIT #3. 25/7/25
Still waiting on reply about the missing $$ I bet if they were owed money they would be contacting me several time each day until they received it.
Remains the worst customer service ever!!! Can I give them a negative/minus star rating (below zero)?
ADDIT #4 (1/8/25)
What a coincidence, out of all my tickets that they have replied to, ALL OF THE ONES ABOUT MY MISSING MONEY have ALSO GONE MISSING!!
Do not expect to get any positive experience with Neosurf!
SCAMMERS FOR SURE!!

Spent €400 vouchers (4x €100) not one…
Spent €400 vouchers (4x €100) not one loaded up to my account - sent numerous emails and being ignored from all angles !!!! How do I actually communicate with anyone without having to wait 53,000 days and after sending 176,000 emails ???
After writing my previous review they asked me supply information to which I sent a 3 page 8 picture email showing all the transactions and codes and details that they have asked for - I sent 4 additional follow up emails - and they are still ghosting me !! A response to my email with all the details in would be appreciated !!!!