Neosurf Reviews 3,294

So the first problem appeared a few months ago when I bought 100 and the time didn't work, I sent countless emails with proof of the ticket but no one answers!
Yesterday I encountered another problem, for online payments they didn't even ask for a code to the phone number before,it wouldn't have been a problem but never ask before, but when I made the account, I no longer have access to the number from the neosurf account that I have. Yesterday, like never before, when trying to pay with my account, they asked for a code sent to the phone number, it wasn't a problem if I still had that number, I said to go into the wind and they changed the number because as I said, I no longer have the old number in my phone, but what you see, it can't be changed directly from the account, there is no certain proof of the sim card with the name on it... which doesn't exist. I live in the UK and here, to buy a sim card, they don't give you a sheet in your hand or anything like that. I didn't understand exactly what kind of proof they want.. the only proof I can give would be the email I have, the passport, a proof of address and that's about it, it doesn't make sense, I've already sent emails but no one answers, so many things just to change a number phone number, it's terrible! No one answer on email!!!!!!!!
MY GMAIL ADRESS: lpurdoiu @ gmail . com
WHAT CAN IF PROVE? I DONT HAVE A BILL! IN UK YOU RECHARGE YOUR SIM CARD WITH CREDIT BUY FROM ANY SHOP!!!
TIKET NUMBER : 00502471

My name is Tim Lawton

My email address is timoawton18@gmailcom

I bought a £50 neosurf voucher on the 29th of October at 21:45

I loaded the voucher on my neosurf account and the money did not go on to my account.

Now it says there is zero on the voucher when I check the voucher balance and says you reloaded the amount to my account but the amount isn’t on there it’s not even in my transaction list. I have emailed 8 times since then and you have sorted nothing you asked for screenshots I’ve sent them and you still havnt paid me I’m getting pissed off!!

EDIT: OKAY, basically it’s a scam site, I’m guessing it will have the end at the police station/court. Neosurf declined to withdraw my money 3 times. I gave them BANK details to confirmation, IBAN, ETC. I’ve printed in on paper with official bank form. I guess I won’t get money back so I’m just basically going to report this for special forces, or if Neosurf contact me and resolve my problem, I will give another update.

Hi. Ive created ticket to support, and also uploaded my bank details on photos to you on site. Can you verify my bank Please, so i can withdraw my money?? Ticket number; 00501487.

As soon as you pay some money in your Neosurf account, they will freeze it without any reason and your money is gone. Scam.

Ticket numbers 00501234
Used neo vouchers for a while and had no issues, they forced me in a way to set up an account, worse thing I had done. Deposited quite a lot in to the account and then tried to spend on a certain platform and now can’t access the funds. Customer service is impossible to deal with, all you get is automated email replies and that’s as far as it goes

UPDATE: They keep telling me to e-mail to the Belgian/French mailadres. When I do that, they reply with the UK address and tell me to mail to the Belgian/French one. It really is keeping me on the line.

I bought a voucher. Turned out it was a voucher that cannot be used on poker websites since it's a voucher for minors.

I e-mailed a couple of times to let this matter be solved, but no respons.

I than tried to make an premium account so i could put the money on my neosurf account and pay like that or get a refund. Since wednesday my account is frozen and nothing happens. I e-mailed my id card, took a selfie, and e-mailed customer support but they keep either ignoring me or asking me to mail somewhere else.

Ticket numbers 00500311 and 00500229

i'm really feeling scammed atm.

Ticket No: 00499059

I am extremely disappointed with the service I’ve received. I purchased a £100 voucher through one of the company’s partner websites using my bank card, not cash. When I tried to use the voucher, the system asked me to register and complete KYC verification. I did so immediately, but after four days, there was no response.

After finding and contacting the company director directly, she initially answered twice and promised to help resolve my issue. However, for the past two days, she has stopped responding altogether.

Meanwhile, my KYC has been rejected multiple times for reasons that make no sense. First, they said my driving licence wasn’t valid (even though it’s fully valid in the UK). Then, they rejected my passport, claiming it wasn’t a “real photographic document,” even after I uploaded a clear PDF version. The third time, they said my selfie wasn’t clear — even though it was taken directly through their own website.

I have also emailed all my documents in their original quality over 24 hours ago, but there has been no response through either email or the website. It’s now been 10 days since I purchased the voucher, and my £100 remains stuck with no clear communication or progress.

I don’t understand why such inconsistent and unnecessary KYC steps are being applied for a simple voucher purchase, especially when the funds are meant to go directly to one of their partner merchants. This entire process has been frustrating, time-consuming, and deeply disappointing.

Been using neosurf for a bit without an account,never had any problems. I got forced into using an account a week ago, I dont mind this.But once I made an account,it instantly froze and forced me to send my id card etc. it took 4 days to respond,to then say that it wasnt good enough (even though it was EXACTLY as asked and the same way it has been used on other sites before),we are 1 week later,I still have had NO response from the emails ive send or from the automatic responses.
In the meantime,their servers went down as well and normal payments are broken as well atm.
I'll do recommend paysafecard in the meantime.
EDIT: after getting a reply here,I contacted the email,been forwarded twice, and now over 100hours after the promised deadline,I still can't do anything, so I changed it from a 2 to a 1, thanks!

Listen neosurf workers. I send you all so many e-mails and didnt get a response! I want to withdrawal my money to my bank!! I send all of the documents!! And the withdrawal is getting canceled every single time!! I send 4 different types of document and 4 of them are good enough for you dumbasses to verify that it is my bank!!!!

I've been investigating NeoSurf's verification process, and it's a major red flag. They use IDNow.io's link-based verification, which sends a link to your phone number. (Neosurf identity verification; if you have a Neosurf account and want to use our payment method, click on this link to continue: link unavailable due to trustpilot rules ) The issue is that this link can be shared with anyone, allowing unauthorized access to sensitive information.

*The Problem:*

1. *Verification link exploitation:* The link can be shared, allowing anyone to update names and verify accounts by uploading documents.
2. *High-limit profile access:* This creates a high-limit profile with full access, enabling potential money laundering and identity theft.
3. *Lack of security:* No 6-digit OTP or robust verification methods are used, making it vulnerable to exploitation.

*Additional Concerns:*

- *In-app verification:* Why isn't the verification process integrated within the app? Instead, the link opens directly in any browser (Chrome, Firefox, etc.), further increasing the risk of exploitation.
- *Lack of security measures:* NeoSurf's verification process seems to prioritize convenience over security, putting users' sensitive information at risk.

*Evidence of Exploitation:*

- People are buying and selling high-limit accounts due to the link-based verification system. (Neosurf identity verification; if you have a Neosurf account and want to use our payment method, click on this link to continue: Link Unavailabledue to trustpilot rules)
- Names can be easily updated, and accounts can be successfully verified.

*Concerns:*

- I've sent evidence of these vulnerabilities to NeoSurf, but they've ignored my concerns.
- It's concerning that a company founded in 2004 wouldn't have a more robust verification system in place.

*Recommendation:*

I think it's time for NeoSurf to switch to a more secure provider like Onfido, which offers a top-notch verification process that doesn't involve sending links that can be exploited.
00498578 Neosurf Customer Support

*Request to Trustpilot:*

- Please warn potential users about the risks associated with NeoSurf's verification process.
- Consider suspending NeoSurf's profile until they revamp their verification system.

I've done my part to highlight the issue. Now it's up to Trustpilot to take action and protect innocent users from potential harm.

00498534 Neosurf Customer Support .
I have to problem when I need to deposit with just 10-20 GBP and they're required to upgrade premium account and I was sent the documents and selfies already but still on the process for 48 hour. And no customer service reply my email is very bad service?

Haha they dont send my money to bank acc and DELETE my neosurf account u can ask why. I also dont know…. Lasy ticket was 00490190

Complete scam bought a $30 voucher and they kept it said that I was kicked off the site permanently whenever I complain to the support team all they said was they can’t discuss the matter and I’m not getting my 30 bucks back such a complete scam

Scam.
Bought a neosurf voucher, then to use it I had to sign into an account. An account that is ‘blocked’ until I verify my phone number. I tried 10000 times to verify my phone number but it would never send me the sms. Customer care won’t reply via email to assist. I know have a 150$ voucher on my account rendered useless.

Edit: since I am unsure how to reply to their response. They reply faster on here than they do to my emails. I sent even more followup emails within the week and no resolution!

For over 3 years I’ve been complaining to NeoSurf about thousands worth of scam transactions that I’ve disputed. Each time, I the initial acknowledgement of my issue but never get close to a resolution, as my cases are promptly closed with no explanation. Would anyone happen to know who I can report NeoSurf; which governing body? They are an utter disgrace and should be shut down.

I bought a $30 Neosurf voucher from a smoke shop in my town. Deposited it into my basic Neosurf account, then tried to use it to deposit at an online merchant - nope, Neosurf says my account must be verified. That seems absurd - you're willing to take my $30, but not let me spend it? Also JFC it's only $30! Tried to verify, but their website won't let me log into the KYC - I've tried 3 different laptops and 2 different phones, and it still doesn't work. Support never answers you. Scammer scum - stay away.

Edit: support ticket number 00497823. Still haven't been able to help me.

Neosurf is an absolute joke , if I could give my experience 0 stars I would, I'm not sure how they allowed to stay in business. The website is a joke, nothing works properly. Try and use them at your own peril , stay far far away them. I'm going to have to say goodbye to the money spend on vouchers as I have only been able to upload 1 of the three vouchers, the stress is just not worth it. I'm not going to bother contacting support as I expect the experience will be just as bad or even worse than using the site. They need to employ different programmers as the ones they have are clearly not up to the job.

On September 30th, 2025, I purchased 3 recharge codes for a total value of €180 from a store in my city.
After the purchase, I opened an account and loaded two codes, one for €100 and one for €30.
When I tried to enter the last code of €50, I was informed that I had exceeded the deposit limits.

After some research online, I upgraded to a Premium account by successfully completing the ID verification (I also received the confirmation email stating that everything went through).

Nevertheless, I was still unable to load the last €50 code because my account and the funds already deposited were frozen.

I contacted customer support several times, providing the information they requested multiple times, as well as a photo of the purchase receipt and the codes I had already loaded into my account.

As of today, October 4th, 2025, my funds are still frozen and I am not sure what I am supposed to do.
I have tried reaching them by email several times, although their system automatically opens a new ticket number with each reply, clearly making request management confusing.

At the moment, I have already provided the documentation across several tickets. The documentation I provided includes the payment invoice and the codes I loaded into my account. I will report them here too so that further checks can be made: 00496482, 00496478, 00486472.

Right now, I honestly don’t know what to think of this service.
Reading the experiences of other users, I completely relate to their words, and I would advise against using this service to avoid headaches.

That said, I am still hopeful that this issue can be resolved.

I remain waiting for updates and am available to update this review once the issue has been fixed.

Update 07 October 2025: as of today, I haven't received a response on the various tickets and my account is still frozen.

Update 08 October 2025: today they replied and decided to block my account and funds permanently even tho I did complete the ID verification and provided them with all the required proofs of payment and invoices they needed.

This service is an absolute scam, avoid it at all cost!

I had a fully verified myNeosurf account and never committed any mistakes or violations. After my account was fully verified, I received an email from the Compliance Team stating that my account has been permanently blocked and that their decision is final.

The main issue is that I purchased NeoSurf vouchers worth around €100, and now I cannot activate or use any of them because my account is blocked. I contacted support, but they could not provide any solution or alternative way to use my vouchers.

I do not understand why this happened, as my account was verified and I followed all the rules. I hope NeoSurf considers providing a solution for customers in situations like this, as purchased physical vouchers should not go unused.

AVOID NEOSURF AT ALL COSTS! As a premium user, I'm appalled by the utter disregard for customer satisfaction. My account freeze (ticket #00496422) (ticket #00496419) has been ignored for far too long, with responses as slow as the resolution process. The constant requests for basic info are a stark reminder of the company's incompetence. Join the chorus of disappointed users – Neosurf's support is a joke. Don't waste your time and money. Others have warned about Neosurf's poor service, and now I'm adding my voice to the cacophony of Complaints
- Issue: Account Freeze
- Response Time: Glacial
- Resolution Time: Never?

If you're considering Neosurf, Trustpilot reviews echo my experience – and you're likely to end up like me: frustrated and out of pocket.