The player from Austria had voluntarily banned himself from the casino due to gambling addiction but was subsequently registered without his consent at one of the casino's partner sites. He considered this behavior malicious and illegal and demanded compensation for his losses. We reviewed the casino's responsible gaming policy and confirmed that self-exclusion from one site did not automatically apply to partner sites. Despite requests for further information and evidence from the player, no sufficient response was provided. Consequently, the complaint was closed for the time being due to lack of cooperation, with the option for the player to reopen it if desired.
Neon54 Casino - Player's account has been closed due to self-exclusion.
Closed
Our verdict
Player stopped responding
Amount: €2,000
Neon54 Casino
Safety Index:Very highCase summary
Discussion
Public
Public
2 months ago
Translation
I had myself banned from this casino due to my gambling addiction.
Shortly afterwards, without my consent, I was registered with my data from this casino at one of their partner casinos.
What will happen if someone becomes a gambling addict?! I find this absolutely malicious and illegal behavior on the part of the casino and demand my losses back.
Automatic translation:
Public
Public
2 months 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.
Public
Public
2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have reviewed the Responsible Gaming Policy, and this is what I found:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@neon54.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.
To proceed further, could you please confirm whether you specifically requested a self-exclusion from Neon54 Casino?
I look forward to your reply.
Best regards,
Attila
Public
Public
2 months ago
TranslationI requested a self-exclusion from the Neon54 casino. This was carried out.
I did not open the VIPHive Casino account. The data was simply transferred from one casino to another.
Including passwords and everything!!
Automatic translation:
Public
Public
2 months ago
Dear Player,
Thank you for your response. Could you please provide clarification as to how did the casino create the new account? Have they informed you via email?
If so, could you please forward your correspondence with the casino including your original self-exclusion request? You can reach me via email at attila.g@casino.guru.
Thank you in advance for your cooperation.
Public
Public
2 months ago
TranslationI have no answer to the question of how.
After self-excluding from Casino Neon54, I received an invitation link for VIPHive. I was able to log in there without registering.
This is, in my opinion, a clear violation and disclosure of data. And it was done deliberately.
Automatic translation:
Public
Public
1 month ago
Dear Player, thank you for your email. Could you please forward your original self-exclusion request along with the promotional offers you have received from the casino?
Additionally, do I understand correctly that you have gained access to VIPHive, despite opening an account there?
Thank you in advance for your response.
Public
Public
1 month ago
Dear matthiasbitschnau,
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.
Public
Public
1 month 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,
Attila
Casino.Guru
