The player from Italy had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The withdrawal was initially canceled by the casino, citing a bank refusal, which the player disputed. The Complaints Team advised patience and extended the response time to allow the player to update on the status. Due to the player's lack of response to follow-up inquiries, the complaint was closed without resolution at that time.
Neon54 Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €153
Neon54 Casino
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
Dear Casino Guru Team,
I am filing this complaint against Neon54 Casino for a delayed and previously cancelled withdrawal of €153 without valid reason.
Amount involved: €153
Problem history and description:
I made a deposit with my Revolut card, which was processed without any problems.
I requested a withdrawal of €150 on [insert date of first request]. It was cancelled after 5 days, citing a "problem with Revolut."
I immediately contacted Revolut support: they confirmed that they did NOT refuse or block any credit from Neon54 (I attach a screenshot of the conversation with Revolut).
I made a new withdrawal request on [insert date of new request]. Support responded that the request is "queued for processing by the Finance Department" and will process within 3-5 business days (excluding weekends and holidays), starting from the day after the request or from the last processed withdrawal.
Live chat support only provides generic, automated responses (such as "in queue," "wait 3-5 days"), with no real updates or escalations. It feels like a bot-like system.
The same Revolut card worked perfectly for deposits, so the problem cannot be with Revolut.
I made a new withdrawal with Revolut center but nothing, now I'm trying through crypto Ethereum withdrawal to Binance account, I asked for confirmation that the code for the Ethereum withdrawal was ERC-20 and I was told yes, please help me I feel really bad about this situation.
I don't know what the username is, I put my email and my first and last name, when I ask support they still don't respond as usual.
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear RyomaNagare87,
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 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
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1 month ago
TranslationBut my withdrawal was cancelled with the reasons they give to everyone, that my bank refused it but it's not true, I waited 4 days and they refused it, now I did it again but they will refuse it again if you don't intervene
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3 weeks ago
Dear RyomaNagare87,
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.
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2 weeks ago
Dear RyomaNagare87,
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.
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1 week ago
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,
Karla
Casino.Guru
