Neosurf Reviews 3,294

They finally got back to me to tell me that my verification process has been rejected once again and to re-upload it. I do not understand what more they need. I’ve sent clear photos of my ID and selfie and it still keeps getting rejected they said my ID does not match my selfie? However it is me I don’t understand what’s happening . This has been after two weeks I hope I don’t have to wait. Another two weeks just to get rejected again this will be my third time trying it says review takes up to 24hrs not 14 days why do they take so long Ticket Number 00475399

Very horrible customer service I’ve tried to get a hold of them and getting in contact with them so many times I’ve sent them emails to multiple different emails and they still don’t reply. They just don’t care.
Support ticket is 00480715

I made an account added £100 worth of credit, ive have applied to upgrade the account been over a week, ive sent 2 emails had no replys, poor service no1 to contact avoid .
timea lakatos

30£ transfer missed due to technical issue in the system sending all evidences for transaction. One month waiting not geting my money. Every monday sending me email that they investigate. Terrible experience.
00472305 Neosurf Customer Support

Very bad support they don't care e-mails. Im waiting 2 days no responding or no touch with me i got ticket number finally 00480047
Im waiting upgrade premium but they dont answer me.

Im send my all documents for upgrade premium but they not respond mails maybe they see here and check me.
Ticket: 00480034

Verification of account and customer service processes are diabolical. Apparently failed the first selfie well over a week after website stating 24hrs, to then emailing regarding this and getting no timely response. Resubmitted details required and now nearly 2 weeks with no verification or responses to my emails.

Ticket number 00474636

Change phone number very big problem support not correct

After 4 days finally i got my account verified but now i want to make a payment and still says that i need to have a premium account. I cick on the "Start the verification process" button and redirects me to the KYC site. I login and it says that my account is verified, that i can return to the payment site to continue with the payment. I do that and now the payment page says "Your account verification is being processed... Go to homepage" i think the site is having problems because i am seeing that i am not the only one with this problem and is not my account issue. I hope neosurf team see this review and tell their tech team to fix the site. And also hope to not get a Generic answer (send support email or stuff like that) FIX YOUR SITE!!!

Neosurf system is very strange ,I have verified my account ,and received an email that my account is now Premium ,when I try to use my account I am getting an error that my account is basic and I need to verify it ,I am redirected to the neosurf website ,where it is written that my account is premium.

I want to make a payment but the site is asking for verified account. But my account is already verified

I asked to friends and they also have this problem. So there is no account problem is in general. Check your payment site. Please fix the site

00477162

Let mexican users to pay with Eur code. I bought my code at G2A and now i can't use it. I didn't know you can't use it even with premium account

I have had my account upgraded to premium but all proof of bank has been rejected, I sent everything that’s possible with all correct information showing, ticket 00473919

Please approve my withdrawal and stop holding my own funds hostage neosurf!

Thank you

I have been waiting a long time to get my account verified, I’ve been rejected one and instant re uploaded new documents and have also emailed them x3 with no reply at all why does it take so long just to get my damn account verified I’ve uploaded what you wanted, how you wanted.

Ticket number is: 00474276

I would like some faster handling of my support ticket please.

I have waited for over a month.

My account is verified, KYCd and considered a premium account.

The queue is long and the responses are few.

Please unlock my account at the soonest possible moment, I have provided receipts, contact details to the vendor I used for the purchase and I still don't know what is going on.

ticket 00471433

ID support :00367054

Please release my money!!

Avoid Neosurf at all costs! A few months ago, they blocked my account with €2,000 still in it. Since then, I've contacted them multiple times, followed every instruction they gave, and provided all the documents they requested. Still no response, no resolution, and no refund. Their customer support is practically non-existent.

I bought voucher for 100 euro and I would like to withdraw my money, but it was always some problém with that. I uploaded three times my ID card, but it was always decline. Obviously they want steel your money. Dont ever use them.

I bought a Neosurf voucher on 28th May 2025 and created an account to use it. I also completed the full KYC process, submitting all required documents. Despite this, my account was immediately frozen.

Since then, I have sent multiple emails to their support team, but have received no response at all. My ticket number is 00471842, and it has been several weeks with zero communication from Neosurf.

This experience has been incredibly frustrating. I feel ignored and misled, and I would strongly advise others not to use Neosurf based on how they treat their customers.

After my review support they provided me.

Following analysis your account has been blocked permanently by the Compliance Team.

Do not attempt to open a new myNeosurf account, or to obtain Premium status for an account in your name, as you will be unsuccessful.

As stated in our Terms and Conditions this decision is final and I cannot provide any information relating to this case. I will now close this ticket.

Regards,
Pamela

Ticket #00473477 #00473478 is still pending resolution, and I'm eager to find a solution. Can you provide a clear update on the status and outline the specific actions required to resolve my issue? I appreciate your prompt attention to this matter

TICKET 00367127

Pamela, look at my history thoroughly and sort it out, dont just give me another BS question. SORT IT OUT.

They are thieves, do not ever do business with them. They just steal your money. They respond to your emails with random stupid questions, it's probably just one person stringing you along. It looks like I am never going to get my money back. They will get whats coming to them one day.