Neosurf Reviews 3,294

Worst support ever, probably a scam company, I have over £100 there and they keep asking for a document that only exists in their minds, they don’t know how UK law is.

Sent them a contact form that was never replied, they also ignore all the replies under their support email.

I recommend everyone facing issues with this company to report them to Action Fraud (0300 123 2040), the national reporting center for fraud and cybercrime in the UK.

You may also want to contact the Financial Ombudsman Service as they operate as a financial institution.

** Update: After months of talking with their “support” (most useless support team ever) they are now ignoring me and refusing to withdraw my balance there.

Avoid at all costs!!

I already have my voucher bought and they asked me to get a premium account to use it. Ok fine! I sent all my documents and I am still waiting for be approved

What’s the point to ask for account to use the services if the verification is awful? Need to improve that asap

#00001526

EDIT: One week later and there is no sign of them. They don't answer my emails. They are garbage

EDIT 2: They closed my account. This site is awful. And now I don’t know what to do with my voucher

I cant using my voucher because there said "Blocked". Why my account deposit place blocked? I cant using my 20€ voucher please check my ticket 00002194

Awful customer service have been going back and forth emailing for a month to recover my funds in other profile because lost access to my email and phone number. They do not help you nor does there system work like there captcha…

they blocked my account i tried to talk to them, they tell me to send a picture of me and my ID. i send it to them but my app is blocked, i try to contact them and they just don't respond to emails at all i have money blocked in the app! i want my money back. i tell them i send them a picture of my ID and me but they don't let me send it because they won't unblock my account so i can log in to the app!!! i can only log in on google and when i try to send the pictures they disconnect me straight away! they don't respond to emails they don't want to give me my money back!!! i have almost 3 weeks!
217017

Are you going to answer my emails? I keep telling you that I can't log in! Where can you tell me! and you don't answer my emails!!!

Terrible customer experience, at this point I would avoid at all costs.

Document verification required after you have refilled your balance just so you can pay on the website you've tried to pay.

No way to use 2 vouchers to pay for a payment anonymously without an account.

It's been 4 days since I've tried to verify my account (even though it says 24hrs) which is absolute bs.

Support are absolutely awful, company should be reported for scam like acts and deceiving customers without being open from the start.

Not sure how they're still running after all this time, shady af and would definitely stay away if you don't want to lose money.

Pure garbage.

Ticket nr: 217926

Edit 17/04/2025

Still no update highly not recommended

Edit 2 23/04/2025:

2 weeks account still not verified, really don't recommend using Neosurf

Edit 3 28/04/2025

Still no response I am so close to reporting this dogs**t company absolutely do not use whatever you do

Edit 4 01/05/2025

They keep saying documents uploaded or image is incorrect without giving any specific proof or saying why it failed, at this point they're scavenging for documents like catching pokemon or sth, I had made sure in my last re-upload that everything is fine including both picture of my face and ID/Passport.

They also denied my phone bill without any reason where they have all my details, avoid this scam company.

Edit 5: 08/05/2025

Sending me the same bs in email as previously about the documents/images not being valid, I asked for proof of what was wrong (with images of what was uploaded and how it does not properly verify) and now waiting for response

Absolutely awful experience with them will never use their service again. Bought a voucher and it is forcing me to make a verified account, that i don't want, in order use it. Then when i do all the steps to make a verified account the last step text message to verify my face never gets sent to me. Then they have no live chat to talk to when the verification doesn't send me the text. I Hope this company goes out of business for being so awful and aggravating . edit: They have added an automated response to my trust pilot reviews... great still no direct response from the support team regarding my actual issue with my account.

EDIT: Just adding my ticket number: 209674

This 5 star review is only because of Pam from Customer Service. Had issues with my account being opened in the UK instead of Canada, which blocked my access. After getting support from the IT Team, I was able to open the account in Canada, and complete the KYC/ refund. Currently waiting for my refund of $300 CAD to be processed back to my bank now.

Registered after that tried to log in and it's say's my account was blocked idk for what reason send email received 1 answer after 24h send another email with all details what they asked and haven't heard of them since then. Update been waiting for more than week for them to check my ID. Send it again but still no changes. I never ever spend so much time to register and open account. This is so frustrating I have vouchers which I want tos spend but I can't without approved ID. Case nr 217197.

I opened an account when I was living in Italy and I deposited my money.

Now I am in Netherlands for a long stay.

I tried to withdraw my money to my Italian bank account and they refused. They claimed that I must buy a flight ticket and go to Italy and find a new house and obtain residence then I can only withdraw my money.

I sent them documents and selfie but nothing.

I sent several emails and now they stopped answering.

Neosurf is a real fraud and they stole a big amount of money from me.

Please avoid this money if you don't want to lose your money.

I received a email of you saying I don't need a premium account to spend the £20 voucher but surprise surprise I keep getting a message telling me I need a premium account, yet my partner had no trouble using her voucher without a premium account I've never known such a useless company no help whatsoever just keep the £20 and close my account you deserve zero stars judging by all the bad reviews you have

I cant create an account I’ve bought a voucher and i contacted costumer service over a week and no response. Shameless company with garbage costumer service and awful website. I sent them a screenshot and no response just first time asking me to confirm if I still have this problem. I tried contacting them multiple times after but they just send me an email that my request has been transferred to the original one that i got a response from, so they read it, file it and ignore it!

Unbelievable. I wish I would have read the reviews before purchasing a voucher. I can’t even sign up for an account. It keeps giving me error and customer service is the worst. It’s been days with no response. They responded once and now I can’t get a reply or any help. I am shocked at how horrible their customer service is for such a big company. I am pretty sure I just got scammed and am out of the money I invested in the voucher.. but I guess that parts on me for purchasing it first. How is this a legitimate company?

Update: almost a week later and still no luck. They take days to respond and they respond with one sentence. Literally. And they ask a question I have already answered 3 times prior. That’s it. I have had 0 help and they ignore 3/4 of the content in the email. I have NEVER and I mean EVER encountered such horrible customer service.

Update again: STILL ignoring me. Now they aren’t even pretending to respond. I’ve been dealing with them for 2 weeks and have not made any headway and now they are completely ignoring my emails. I have never in my life dealt with such incompentcy from a company.
Update again: STILL ignoring me. Now they aren’t even pretending to respond. I’ve been dealing with them for 2 weeks and have not made any headway and now they are completely ignoring my emails. I have never in my life dealt with such incompentcy from a company.

Another update: they have resolved my ticket without even resolving anything. I had finally gotten an account created (with absolutely 0 help from them) but I need them to change a piece of information and I can’t use the account because they have it blocked for reasons unknown to me. As soon as I opened it they blocked it. Anyways, that is what the last however many emails I’ve sent have been about. They completely ignore my multiple attempts to ask them to unblock me and change information and now they’ve closed my ticket and considered it resolved without responding or saying a single thing on my requests. I’m going crazy. This is unbelievable at this point. I just want to use my voucher and stay far, far away from them afterwards.

I do not recommend this company. I bought a code worth €100 (serial number 107838336) on 15.03.2025. I wanted to top up my account and unfortunately the money did not appear in my account. The code shows as used. Customer service wrote that the code was used on my account. I was scammed for €100. Where is my money?? Customer service stopped responding. Tragedy. I was ROBBED for €100

Hello support ticket number 215137. I explained what it is about in the emails and here. I got information on the email that the case is closed 🤬 For me the case is not closed because I did not receive my money. I bought a prepaid card worth 100€ and when I tried to deposit to my account it turned out that the code was used. This is not possible. There is no transaction in my account history using this card. Reading opinions about Neosurf I am not the first one you have robbed. I just want my 100€ back. Nothing more

I just got an email from Neosurf that they added 100zł to my account. Only that they should have added about 410zł. The prepaid card was for 100€, which is 410 Polish złoty. The worst thing is that when I wanted to log into my account and check if there was money there. On top of that, the account was blocked 🤣 This is some kind of joke

Of course my case has not been resolved. They reply to every email that the case is closed for them 🤣🤣 The account is blocked of course. Thieves and scammers 🤬🤬🤬

Edit : 05-04-2025
Once again I ask where is my money from coupon serial number 107838336 ??? Supposedly you gave me 100 Polish zlotys back to my account but it was blocked 😏 It should be 410 Polish zlotys because coupon serial number 107838336 was for 100 euros. I get emails from you (you reply after a few days 😏) that the case is closed for you 🤔. It is not closed for me because I have not recovered my 100 euros (410 Polish zlotys).
Now you write that you are waiting for documents. I have already sent you documents that you have not been able to verify for a month. You are a completely untrustworthy company. You cheat your customers and you are not able to admit your mistake. You can learn from Paysafecard. There are companies that can solve the problem and help in case of problems.

GIVE ME BACK MY 410 POLISH ZLOTY YOU THIEVES

Edit : 05-04-2025
After writing another review (paragraph up) the account was blocked so much that you can't even log in. HEHE How is it possible that a company that robs customers operates in Europe??? THIEVES

I will report you wherever possible. I am checking all the stores where I can pay with Neosurf and I will write to them who you are.
THIEVES

Edit : 7-04-2025
You make people look like idiots and on Trustpilot you reply as if you were fine. I sent you the documents. And now there is no way for me to log into the account. I get information that the login and password are incorrect. You deleted my comments account and here you pretend that nothing happened. You are simply thieves.

Edit: 15-04-2025
For them the case is closed and that's it 🤣🤣 100 euros were simply stolen and they don't even hide it.
I report everywhere where Neosurf payment is possible. Let other companies know that they are thieves.
Edit: 23-04-2025
documents sent and no response for a week 🤣 This company is one big scam. About a prepaid card €100 that magically disappeared 🤣🤣 As I wrote earlier. I'm checking where you can pay with Neosurf cards and I'm reporting you as fraudsters and thieves.

I sent you the documents a long time ago. I don't know what I expect when I'm talking to a bot that keeps replying the same thing 🤣

Edit : 20-05-2025
Of course the account was not verified and the money was lost 🤬 They replied to messages in the same way. The same answer all the time. Now they don't even reply. Don't waste your time and health on these thieves.

Edit : 21-05-2025
I confirm. The account has finally been activated. Now the issue of the €100 voucher. You added 100 Polish zlotys to my account, which confirmed that I was right. But the voucher was for €100, or 420 Polish zlotys. I am waiting for the missing 320 Polish zlotys to be added to my account. I am not a person who likes to be cheated and I will not give up so easily.

Edit : 28-05-2025
I am still waiting for an answer. They gave back 100 Polish zlotys and they think the case is closed. No. The case is not closed. The voucher was for 100€, which is 420 Polish zlotys. All I have to do is give back my missing 320 Polish zlotys and the case will be closed. I am waiting for a refund. The case is very simple.

Don’t use neosurf. You will regret it
If I could give no stars I would. Opened an account and told to upgrade to premium. Have sent id. They do not verify within 24hrs as they tell you they will. Follow up many times and never get a direct answer to a question. Impossible to deal with, don’t know how they are in business
Case ID : 215203

I used neosurf as a depositing option from mega riches ( videoslots ) I spent 45 pounds. I have the proof of transfer from my bank.
The account I set up upon registration to complete payment now apparently doesn’t exist. Mega riches have contacted their payments team and say they don’t have any payment from them. There is absolutely no customer service , no phone number, no email address.

I have the transaction numbers I’ve asked them to assign it to my account and nothing back from them.

Please please please do not use this company. They are a complete scam

My ticket number is 215742

I have tried to change my password 5 times due to the fact it wouldn’t let me log on? My password changed random And even when the verification finished it’s not letting me log on because my account is suspended temporarily?
Pls help
212056

Avoid at all costs

Let me spend money but then told me I need a premium account to continue which has taken more than the promised 24hr turn around

Avoid;

ITS A SHAME, I HAVE BEEN TRYING TO WITHDRAW MY MONEY FOR ALMOST A YEAR. THEY WONT LET ME UPGRADE TO PREMIUM TO ID MYSELF AND WITHDRAW THE MONEY. IT TAKES DAYS FOR THEM TO ANSWER, THE ANSWERS ARE A COPY PASTE. MY TICKET NUMER IS 212072. LET ME ID MYSELF SO I CAN WITHDRAW MY MONEY. IT'S BEEN ALMOST A YEAR. PLEASE I BEG YOU GUYS DO NOT EVER USE THIS SERVICE!

I still haven’t heard back like many others here. I want my account deleted and hoping to get a response here, all I have had so far is merging two request’s into one ticket. Ticket number is: #214265