Neon54 Casino - Player's account has been reopened after closure request.

I requested the permanent closure of my account due to gambling addiction on 18.2.2026 after losing €10,000 to the casino. They closed the account and confirmed it with a message that it was closed, but on 27.2. they reopened it and sent a marketing email. Because of this, I gambled €2,200 with them. I have contacted them and asked them to close the account and return the money. I have all the correspondence and pictures of the deposits.

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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.

• Have you requested that your account be reopened, or did the casino reopen it automatically?
• Is your account still open, or has the casino closed it in the meantime?
• Have you contacted customer support after you lost the additional €2,200? If so, what was their reply?

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

Hello!

I hadn't asked for the account to be reopened, not really. I have a serious gambling problem and when I can close the account, it makes it easier and I don't end up gambling. Lately, I've only "solved" it when I've received unsolicited account reopenings and marketing messages.

They closed my account when I messaged them saying I wanted a refund. I have contacted support and they have said they will look into it.

Now they responded to my request for a refund, saying they would only reimburse €1000. I am attaching a picture of this response.

Before we proceed with the investigation, please forward me the uncropped original emails (not just screenshots) between you and the casino customer support regarding the closure and the subsequent reopening of your account. My email address is veronika.f@casino.guru. Thank you for your cooperation.

Hello,

I forwarded the message thread to you.

Now they sent a message promising to refund €2,200. They asked for my bank details. So now I'm waiting for them to pay and the amount to appear in my account.

Dear gamblingproblem92

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello gamblingproblem92, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details, I will reach out to you directly.

I’d like to invite a representative of Neon54 Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gamblingproblem92,

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,

Matej

We’ve reopened this complaint at the request of gamblingproblem92. We have been informed that the player's account has been reopened, marketing communication ahs been resumed and the player has already deposited significant amount of money.

I would like the Neon54 Casino to immediately close the account to prevent further deposits, and let us know the reason for the account reopening. Thank you.

The amount is €2800 when I checked this.

They won't close my account even though I've contacted them numerous times via email and chat. The chat says the VIP manager is actively looking into the matter, but the account won't be closed.

I have escalated this further and request our affiliation team to appeal to the higher management to get the account close d ASAP. Hopefully the casino starts cooperating.

Now my account is closed. I am waiting for a response from them regarding my refund request.

Thank you for the confirmation, I am glad at least this has been sorted out. Now we'll wait for the statement from the casino.

Dear All,

Thank you for reaching out to us.

We have officially logged your complaint and shared it with our internal department for a deeper review. Our team is currently examining all aspects of your claim to ensure a fair and accurate outcome.

We are working to resolve this for you as quickly as possible and appreciate your patience in the meantime.

Best regards,

Neon54 Casino Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gamblingproblem92,

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,

Matej