The player from Germany had his Neon54 account permanently closed due to self-exclusion, but the casino reactivated it without his consent, which led to further deposits totaling €450. He reached out to support for a refund of his losses, but his messages were ignored. Upon reviewing the case, we found that the casino acknowledged the situation and offered a refund as a goodwill gesture. However, due to a lack of evidence proving that the casino was informed about the player's gambling addiction at the time of self-exclusion, we could not enforce the refund or pursue the case on responsible gambling grounds. Consequently, the complaint was closed as rejected, with a recommendation for the player to provide further evidence if available.
Neon54 Casino - Player’s account has been reactivated illegally.
Closed
Our verdict
Insufficient evidence from player
Amount: €450
Neon54 Casino
Safety Index 8.7 HighCase summary
Discussion
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3 weeks 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.
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3 weeks ago
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3 weeks 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
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3 weeks ago
TranslationHello Veronika,
I just wanted to let you know that I have just sent the email with the complete email history and all evidence to your address ( veronika.f@casino.guru I sent the email. It clearly shows that my account was simply reopened without my intervention after the confirmed closure.
Furthermore, I'd like to add: I complained to the casino the entire time, demanding that they finally close the account. However, it was ignored for days. Only now, after this complaint was opened here on CasinoGuru and became public, did the casino suddenly block my account with lightning speed and send me a confirmation.
This clearly shows that they only reacted under pressure from your platform. Many
Best regards,
Yalkin
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2 weeks ago
Thank you for your emails and for the update regarding the refund of your deposits.
- Have you provided the casino with the bank details they requested in their email dated 18 June?
- Have you received any further updates regarding the refund of your lost deposits?
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2 weeks ago
TranslationHello Veronika,
Thank you for your message. Here is the latest information regarding your questions:
1. Bank details provided: Yes, I have provided the casino with all the necessary bank details (full name, IBAN of my BBVA bank, BIC, bank name and country) directly upon their request so that the refund of €600 can be processed.
2. Casino response: Since submitting my bank details, I have not received any further feedback or confirmation from the casino. The money has also not yet arrived in my bank account.
I will keep you updated here as soon as there is any progress or the money arrives. Please leave the complaint open until then.
Best regards,
Yalkin
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1 week ago
TranslationHello Veronika,
I'd like to give you an update. Unfortunately, I still haven't received my money in my account, nor have I received any confirmation from the casino.
I even contacted the casino myself again to inquire about the status of the refund, but I received no response or reply. The casino is now completely ignoring my messages after I submitted my bank details.
Could you please check with the casino to see if the €600 payout has already been initiated and why they haven't responded to me?
Please leave this complaint open.
Best regards,
Yalkin
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1 week ago
Dear Ylk187,
First of all, we appreciate that the casino acknowledged the situation and offered to refund your deposits. However, we would like to clarify that, based on the evidence currently available, we cannot require the casino to issue this refund or demand it on your behalf. Without proof that the casino was aware that your account closure request was related to gambling addiction or gambling-related harm, the refund remains a goodwill gesture from the casino rather than something we can enforce as part of a responsible gambling claim.
After carefully reviewing the email correspondence you forwarded to us, we were unable to find any mention that your account closure request was made due to gambling addiction or gambling-related concerns. You mentioned that you informed the casino about your gambling addiction via live chat. Unfortunately, without chat transcripts or any other evidence confirming that the casino was aware of your gambling problem, we are unable to conclude that the casino failed to comply with its responsible gambling obligations. Casinos are generally not required to retain live chat transcripts indefinitely, which is why we always recommend that players save copies of any communication related to self-exclusion requests.
In cases involving responsible gambling, we must base our decisions on the available evidence. Since we do not have proof that the casino was informed of your gambling addiction at the time of your self-exclusion request, we are unable to stand on your side in this dispute or continue pursuing the case on that basis.
For this reason, we are closing this complaint as rejected.
We genuinely hope that the casino follows through with the refund it has already promised. Should you receive any evidence in the future showing that the casino had been informed about your gambling addiction before reopening your account, please do not hesitate to contact us again. We will gladly review the case if new relevant evidence becomes available.
Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards,
Veronika
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