Neon54 Casino - Player believes that their withdrawal has been delayed.

Hello,

I’m submitting this complaint due to repeated issues with my withdrawals at Neon54.

Since July 6th, I have been trying to withdraw my winnings via bank transfer. However, every single withdrawal was cancelled exactly after 24 hours, always with the same vague reason: "technical error."

I contacted the support team multiple times via live chat. They kept asking me to "wait a bit longer" or told me that my VIP manager would handle it urgently. One support agent even told me that "the money is on the way" – I have a screenshot of that.

I was also told that, as a VIP customer, I’m a priority and someone would reach out to me very soon. But unfortunately, none of that ever happened.

It’s now been over 24 hours without any reply to my emails or follow-ups. No one from support or VIP has contacted me. I even asked whether they need any document or anything from my side to help speed up the process – but I got no answer at all.

The worst part is that the 3–5 business day withdrawal window they mention is not real, because the withdrawal gets cancelled automatically every next day, making it impossible to ever get paid.

Since I’m withdrawing via bank transfer, I also don’t believe there could be a "technical error" every single time. This excuse does not make sense, especially when it happens identically three days in a row.

I am simply asking for fair treatment and for my withdrawal to be processed normally, as per their own terms.

I have full documentation: screenshots of chats, emails, canceled withdrawals, and everything that proves the timeline. I’m happy to provide more upon request.

Thank you for helping me resolve this.

David

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru