The player from Germany had his Neon54 account permanently closed due to self-exclusion, but the casino reactivated it without consent, leading to further deposits totaling €450. He reached out to support for a refund of his losses, but his messages remain ignored.
Neon54 Casino - Player’s account has been reactivated illegally.
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Current status
Waiting for Casino Guru to reply
6d 8h 26m 8s
Neon54 Casino
Safety Index 9.0 Very highCase summary
Discussion
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3 days ago
Translation
On May 18, 2026, my Neon54 player account was permanently closed at my express request and due to gambling problems (a mandatory self-exclusion). This was also confirmed to me in writing by the casino's support team via email.
Despite this active self-exclusion and the clear obligation to protect players, the casino unilaterally reactivated my account in June. Furthermore, I received targeted marketing emails ("Your bonus series is here" and "World Cup countdown") on June 12th and 13th, 2026.
This unsolicited advertising and the illegal reactivation of the account tricked me into depositing again. Since reactivation, I have deposited and lost a total of €450.
I have already contacted support in writing, setting a deadline and demanding a refund of my losses, as the casino has massively violated its player protection obligations. However, the casino is completely ignoring my messages and is not responding.
I demand a refund of my losses amounting to €450 and the permanent and irrevocable closure of my account. All evidence (confirmation of the account suspension, promotional emails received despite the suspension, and my message to support) is available as screenshots and can be submitted.
Automatic translation:
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17 hours ago
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17 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward me the original self-exclusion request that you sent to the casino on 18 May 2026? My email address is veronika.f@casino.guru. Kindly send me the original email thread, along with the casino's responses and all the subsequent communication, not just a simple screenshot.
- Did you request your account to be reopened, or was it accessible without any effort from your side?
- Have you passed the full KYC verification at this casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
