Allowed deposit then stopped working after 1 minute. Can’t withdraw and can’t talk to anybody. Absolutely awful experience and I’d advise anybody thinking of signing up to look elsewhere. Going to hav... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I suggest Avoiding on a permanent basis forever. Con artists.. Regardless of the below reply NeptunePlay.com has not contacted Me about any of the issues I have raised. I have had to contact IBAS.uk... See more
Let’s you register account and deposit funds but as soon as you get logged out it won’t let you back in and will keep saying logins are wrong, even when I reset the password over and over again. Pleas... See more
Company replied
The worst site out there !! ….. I spent hundreds and to win nothing back literally nothing then to top it off I left the game with £25 credit in my account went back on the game hour later to find the... See more
Company details
Written by the company
🌊 Dive into the Excitement with Neptune Play Casino! 🐠 Neptune Play Casino takes you on an underwater adventure like no other! 🌟 Packed with an incredible selection of games, it’s the perfect destination for all types of players. Whether you love spinning the reels on slots 🎰, testing your luck in live casino games 🎥, or strategizing in classics like roulette 🎡 and blackjack 🃏, Neptune Play has it all. 🎮 Explore hundreds of games from top providers, including video slots, table games, and a fully immersive live casino experience. Chat with real dealers, enjoy thrilling rounds of blackjack, and place your bets on roulette for the ultimate gaming excitement. 💎 On top of its exciting games, Neptune Play offers generous bonuses 💰, secure payments 🔒, and 24/7 customer support 🛠️ to ensure every visit is smooth and enjoyable. Plus, the site is fully mobile-optimized 📱, so you can dive into the action anytime, anywhere. ✨ Whether you’re a fan of live-action thrills or classic table games, Neptune Play Casino is the ultimate gaming destination. 🐚 Start your underwater adventure today and uncover the treasures waiting for you beneath the waves! 🌟🐬
Contact info
1.5
Bad
188 reviews
Replied to 3% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
This company appears to be having…
This company appears to be having financial issues. I withdrew money days ago and still nothing. The live chat doesn't reply to you at all. Avoid this company like the plague
So a day later and I gor through to chat to be informed that's they were dealing with a high volume currently and cannot give me a time frame for my withdrawal. AVOID AT ALL COSTS
18 November 2024
Unprompted review
Reply from neptuneplay.com
Dear Scottish,
We sincerely apologize for the delay in processing your withdrawal.
Please make sure you have promptly submitted all necessary documents, as missing or incomplete information can cause delays. If you have any questions or need assistance, feel free to reach out.
Thank you for your patience and understanding.
Best regards,
Ella Morgan
NeptunePlay Customer Support Team
HELP!?? 28k WIN
Well after the reviews on here it’s clear to say I don’t think I’m ever going to receive my withdrawals!
On the 31st of October I won 28k on this website this will be 3 weeks on Thursday I have been on live chat to them every single day asking when this is going to be approved for payment. The same answers as everyone else wait for an email. I’ve put complaints in which there emailed me with the same response as the live chat no moving forward at all I’m now locked out of my account. Can anyone help with moving this forward what I should do as this is a large sum of money that I will not just forget about. The customer service is shocking I want to take this further. 3 weeks is an awful long time for it to just be approved when I’ve sent all relevant information in that there have asked for.
31 October 2024
Unprompted review
Reply from neptuneplay.com
Dear Jessica,
Congratulations on your Incredible win! As a regulated casino, large withdrawals require additional checks to ensure compliance with our licensing obligations.
Please check your email for any document requests and send the required documents to support@neptuneplay.com. Once received, we’ll prioritize your case and work to resolve this promptly.
Thank you for your understanding. If you have any questions, feel free to contact us.
Best regards,
Ella Morgan
Neptune Play Customer Support Team
The rng is not favourable at all
The rng is not favourable at all. Astonishing low win rates and if a win ever lands it tends to be very low amount.
I'll stick with other sites.
Might just be me, but I'd avoid Neptune and play elsewhere.
8 November 2024
Unprompted review
Reply from neptuneplay.com
Dear Michael,
Thank you for playing with us and sharing your feedback. Our games use certified RNGs to ensure fairness.
Please remember that all games of luck carry risk, and it’s important to play responsibly.
If there’s anything specific you’d like us to review, we’re here to help.
Best regards,
Ella Morgan,
Neptune Play Customer Support Team
Worst casino ever withdrew money on…
Worst casino ever withdrew money on Friday now weds still waiting when I speak to them all they say is it's gone for processing please wait longest I've waited for a withdrawal Worst casino customer service
13 November 2024
Unprompted review
Reply from neptuneplay.com
Dear John,
We sincerely apologize for the delay in processing your withdrawal.
Please make sure you have promptly submitted all necessary documents, as missing or incomplete information can cause delays. If you have any questions or need assistance, feel free to reach out on support@neptuneplay.com
Thank you for your patience and understanding.
Best regards,
Ella Morgan
NeptunePlay Customer Support Team
I placed a football bet on saturday…
I placed a football bet on saturday evening for a Sunday game it won but still 40 hrs later the bet had still not been settled I have contacted live chat twice and the assured me it would be sorted it still is not I have reported it to the gambling commission and asked them for advice I forwarded all the live chat I have from them
10 November 2024
Unprompted review
Reply from neptuneplay.com
Dear John
Thank you for reaching out, and congratulations on your winning bet! We’re sorry for the delay in settling your wager and understand how frustrating this must be.
We’ve escalated this to ensure it’s resolved as quickly as possible. Thank you for your patience, and we’ll update you soon.
If you have any questions, feel free to contact us anytime.
Best regards,
Ella Morgan
Neptune Play Customer Support Team
I deposited around 200 and made a…
I deposited around 200 and made a withdrawal of 80 having the account opened for a week only, 2nd day of withdrawal my account is suspended for no reason. Did not get anything,
3 November 2024
Unprompted review
Reply from neptuneplay.com
Dear Gokhan,
We’re sorry to hear about the issue with your account access. It’s possible that the restriction is due to incomplete verification documents or Terms Violation
To resolve this, please contact our support team at support@neptuneplay.com or via live chat. We’ll review your account and assist you promptly.
Thank you for your patience and understanding.
Best regards,
Ella Morgan
Neptune Play Support Team
Absolute crooks
Absolute crooks, withdrew winning 7 days ago, cant get no answer just keep getting told to wait for email by people on live chat! Place has no numbers to call. Avoid like the plague
Update
Is have been chasing most days they told me to wait for email and now disabled my account
26 October 2024
Unprompted review
Reply from neptuneplay.com
Dear Sean,
We sincerely apologize for the delay in processing your withdrawal.
Please make sure you have promptly submitted all necessary documents, as missing or incomplete information can cause delays.
You can contact us on support@neptuneplay.com/ care@neptuneplay.com
Thank you for your patience and understanding.
Best regards,
Ella Morgan
NeptunePlay Customer Support Team
Like others I am having trouble with my…
Like others I am having trouble with my withdrawal I have been on live chat the same things said they have the cheek to email me about depositing but not about my withdrawal I seen the bad reviews how they do the same thing to other people, they let me open an account then say account limitations on it after deposting £57 pounds I been waiting five days another bad casino that refuses to paid out and this wrong
1 November 2024
Unprompted review
Reply from neptuneplay.com
Dear Susie,
We sincerely apologize for the delay in processing your withdrawal.
Please make sure you have no pending requests from us on email and that you have promptly submitted all necessary documents, as missing or incomplete information can cause delays.
If you have any questions or need assistance, feel free to reach out on support@neptuneplay.com
Thank you for your patience and understanding.
Best regards,
Ella Morgan
NeptunePlay Customer Support Team
Still waiting for my withdrawal 1 week…
Still waiting for my withdrawal 1 week later, not getting any response from anyone. Absolutely livid will be going to GC.
30 October 2024
Unprompted review
Reply from neptuneplay.com
Dear Holly,
We sincerely apologize for the delay in processing your withdrawal.
Please make sure you have no pending requests from us on email and that you have promptly submitted all necessary documents, as missing or incomplete information can cause delays.
If you have any questions or need assistance, feel free to reach out on support@neptuneplay.com
Thank you for your patience and understanding.
Best regards,
Ella Morgan
NeptunePlay Customer Support Team
AVOID NEPTUNE CASINO This site refuses to payout winnings (…
This site refuses to payout winnings ( £1250) using many excuses. The live chat is useless, they cut you off where you log in again and have you holding, they do not have a contact telephone number. PLEASE DO NOT USE THIS SITE. They have been reported to gambling commissioner for withholding funds.
Update 3 weeks post withdrawal. They have still not paid my winning and are now using every excuse under the sun as well as fob off emails with again excuses. Small claims court paperwork has been submitted.
Update 7 weeks later!
They still refuse to payout winnings due to wagering. I wagered the amount required and then they use the “ neptune has to right to revoke winnings but fail to provide these guidelines or the section of the terms and conditions relative to the withholding of funds. They then say I went over the bet threshold yet they still allow you to continue playing with no warnings nor indicators of such terms and conditions. If it was a small amount I would still write a negative review but this is a substantial amount. At this point they have blocked my email and refuse to communicate. AVOID THIS COMPANY AND THE COMPANIES AFFILIATED WITH NEPTUNE INCLUDING MAGIC RED. The company are registered under AG Communications Limited which is owned by Aspire Global Limited, They say on their site they have excellent customer support, I beg to differ. They have no customer services nor the ability to communicate.
26 October 2024
Unprompted review
Withdrawals take so long
Once verified withdrawal are supposed to be processed in 48 hours, mine took 7 days. Live chat is pointless, no help at all, just say you have to wait. Finally got my withdrawal once I had filled a complaint. Won't be depositing with them again.
18 October 2024
Unprompted review
Waste of time don't waste your money…
Waste of time don't waste your money they don't want to give you wins and have rigged it for a bonus to rarely happen and when it does you get next to nothing just find a better site and ditch this one
25 October 2024
Unprompted review
Reply from neptuneplay.com
Dear Enya,
Thank you for sharing your thoughts. We understand that gaming outcomes can sometimes feel frustrating, and we want to take this opportunity to remind you that our games are based on luck and involve an element of risk.
As a responsible gaming provider, we encourage all our players to play within their limits and remember that winning is never guaranteed.
Your experience matters to us, and we appreciate your feedback. Please don’t hesitate to contact us if you have any questions or concerns.
Best regards,
Ella Morgan
Neptune Play Customer Support Team
Absolutely disgusting they let me sign…
Absolutely disgusting they let me sign up deposit money then told me I couldn’t play and now refuse to refund my money this company needs to be looked at scammers DO NOT USE!!!!!
23 October 2024
Unprompted review
Reply from neptuneplay.com
Dear Richard,
We’re sorry to hear about your frustration and want to address your concerns. As a regulated casino, we are required to ensure all accounts comply with our terms and conditions, including proper documentation and eligibility criteria.
If your account has been restricted due to a terms violation or missing documents, we kindly ask you to review the communication sent to your email for details on how to resolve this. Refunds may be processed if eligibility criteria are met, but we need the required documents or information to proceed.
Please contact our support team at support@neptuneplay.com or via live chat for further clarification and assistance. We are here to help and ensure the matter is resolved promptly.
Best regards,
Ella Morgan
Neptune Play Customer Support Team
Never wrote a review on anything but…
Never wrote a review on anything but when i signed up to neptune randomly one night and decided to play big bass bonanza.. another first ,but long story short I deposited 20 pounds in total and won around 400 pound ...iv never played a slot that dropped the bonus more ,,to the stage I thought it was a scam 🤣 so I checked them reviews on here and they wasn't good at all so after loosing some money I won I eventually made a withdrawal still nicely up and happy ...but reviews gave me bad feelings that it was too good to be true 👍so I said to my self if i get the money I'll give them a good review. my first ever ..... well just received the money ,it took a few days not the quickest but overall this casino was actually unbelievable!!! I thought it was broken it dropped the bonus that much ........5 star 🤣 play big bass bonanza 😆
10 October 2024
Unprompted review
Reply from neptuneplay.com
Dear Owen,
Congratulations on your fantastic win! We’re thrilled to hear about your positive experience and that Big Bass Bonanza treated you well. It’s wonderful to know we exceeded your expectations, and we’re grateful for your trust despite initial concerns.
Thank you for taking the time to share your first-ever review—it truly means a lot to us! Enjoy your winnings!
Best regards,
Ella Morgan
Neptune Play Customer Support Team
Absolutely pathetic all the games are…
Absolutely pathetic all the games are rigged put £5 on zero it landed 26 26 32 32 26 took it off and covered 26 and 32 and guess what zero!! Did the same many times after with different numbers. Should be locked up for fraud, funny they don't reply to bad reviews
18 October 2024
Unprompted review
Reply from neptuneplay.com
Dear Mark
Thank you for sharing your thoughts. We understand that gaming outcomes can sometimes feel frustrating, and we want to take this opportunity to remind you that our games are based on luck and involve an element of risk.
As a responsible gaming provider, we encourage all our players to play within their limits and remember that winning is never guaranteed.
Your experience matters to us, and we appreciate your feedback. Please don’t hesitate to contact us if you have any questions or concerns.
Best regards,
Ella Morgan
Neptune Play Customer Support Team
Been waiting for a withdrawal since 4th…
Been waiting for a withdrawal since 4th October , £1000. Did anyone actually get there withdrawal ? All i keep getting on live chat is a computer messaging back saying your get a email when your withdrawal is complete ? It’s been 2 weeks and can’t even speak to an advisor.
4 October 2024
Unprompted review
Reply from neptuneplay.com
Dear Charles,
Thank you for reaching out, We understand how frustrating it can be to wait for your withdrawal, and we’re here to assist.
Most withdrawal delays are due to incomplete documentation or verification processes required by our regulators. Please check your email for any communication requesting additional documents. If you haven’t already, ensure you’ve submitted:
- A valid photo ID
- Proof of deposit method (e.g., bank/card statement)
- A recent utility bill
Once all required documents are provided, withdrawals are typically processed promptly. If you need further assistance, please email us at care@neptuneplay.com or contact our live chat support team.
Best regards,
Ella Morgan
Neptune Play Customer Support Team
an absolute dreafull site
an absolute dreafull site, who mate it impossible to withdraw your money they want bank statements drivers licence utilitie bills , these are all private and confidential documents , they dont ask for these documents when you join and they take your money AVOID AVOID AVOID AVOID
14 October 2024
Unprompted review
Reply from neptuneplay.com
Dear Philip,
Thank you for your feedback. As a UKGC-regulated casino, we require all players to submit verification documents, such as photo ID, proof of address, and payment method details, before deposits or gameplay.
If you believe a system malfunction allowed you to deposit or play without submitting the necessary documents, we encourage you to contact us immediately. This ensures we can resolve any issues, verify your account promptly, and proceed with your withdrawal request.
Our team is here to assist and ensure compliance with all regulations. Please reach out to us at support@neptuneplay.com or via live chat for further support.
Best regards,
Ella Morgan
Neptune Customer Support Team
I originally opened this account with…
I originally opened this account with £30.
Played a game I would play usually on other reputable sites and won £100. Withdrawing took daysssssss which I think is ridiculous for any kind of site to do.
Anyway, since I was waiting for my £100 - I’ve then deposited around £500. Chasing, which is why I have deposit limits on the other sites I use, anyway. £500 in deposits and not a bonus. Be warned you will be constantly chasing your money, £10 monthly deposit set and I won’t be using again. Ridiculous site. Rigged.
12 October 2024
Unprompted review
I’d have given no stars if that was an…
I’d have given no stars if that was an option.
Seems like forever to obtain a withdrawal. Definitely not in line with their competitors.
Customer service is a shambles too. Slow at communicating via email & nobody really responding on what is supposed to be live chat.
9 October 2024
Unprompted review
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.