Neon54 Casino - Player claims that payment has been delayed.

Hello.

The casino itself states in the user terms and conditions that withdrawal requests are approved within 3 business days. However, this has not happened, but the withdrawal request is still waiting for some kind of review? My account is confirmed according to their website. Customer service is not helpful at all in this situation m

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Dear JokelPek,

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

As I wrote, my account has been approved, no documents have been asked, the withdrawal request has simply not been approved, and although I have contacted the casino's support services about this matter, I have not received any response from them. The casino's terms of use are attached.

Here also some screenshots that tell status of withdraw and my account state, that say no verification is needed..

Here also some screenshots wich tell withdraw status and date and also status of my account, wich is verified..

This case can be closed. The casino finally processed the payment, and this happened on a Sunday?? According to their terms, the finance department is only open on weekdays? So the withdrawal took 10 days instead of the 3 they promised. The casino’s terms of use are full of lies, and I cannot recommend this Neon54 casino to anyone.

Dear JokelPek,

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 JokelPek,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

Best regards,

Jean

Casino.Guru