The player from Greece had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The Complaints Team acknowledged the player's concerns regarding the delay and informed him that it was common for withdrawals to take time due to factors like KYC verification. The issue was marked as resolved after the player confirmed satisfaction with the outcome.
Neon54 Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €910
Neon54 Casino
Safety Index:Very highCase summary
Discussion
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7 months ago
Translation
Hello!!
I want to file a complaint against Neon54 Casino! I made a withdrawal of €500 on 28/7, they told me that I would receive my money on Thursday 31/7 and I received nothing! Except for lies about delays due to load, which I don't care about!! They should do their job properly and make sure there is no problem!!!
I proceeded with my 2nd withdrawal of €410, fearing that I might lose it, so I proceeded with a request!!
Because you have helped me in the past in other casino issues that I had, I am asking for YOUR IMMEDIATE HELP to get my money back!! I informed them that I am filing a complaint!! I don't want to give them more days that I know what you are saying to do, just for their lies and mockery towards me!!!
Automatic translation:
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7 months ago
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.
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7 months ago
TranslationI don't want to give them any time for any reason! Because they are liars, they don't do their job properly and I keep wasting time of my life sending emails that they never reply to! Well, don't comment on the chat that is like talking to a bot!!
My account, as they say, does not require verification yet!
Thank you in advance.
Automatic translation:
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7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear ArKo09,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Dominika
