Neon54 Casino - Player's account has not been closed.

I am filing a complaint against Neon54 regarding a serious failure in their responsible gambling practices.

I requested that my account be closed, and after having to repeatedly follow up and practically beg support to handle it, my account was finally closed on February 2.

However, on March 26 (my birthday), I received multiple promotional emails from Neon54 offering bonuses. Out of curiosity, I went back to the site and discovered that I was still able to log into my account and deposit money.

This should never have been possible. If an account is closed, especially after a direct request, access should be permanently restricted and marketing communications should stop entirely.

I ended up depositing and losing money after this, and I want to be fully transparent that I struggle with gambling. That is exactly why I requested my account to be closed in the first place.

Neon54 failed to uphold basic responsible gambling standards by:

Sending promotional offers after account closure

Allowing access to a closed account

Allowing deposits after closure

This is extremely concerning and directly led to financial losses that could have been prevented.

I am requesting:

A full explanation of how my closed account was re-accessible

Confirmation that my account is now permanently and irreversibly closed

A refund of deposits/losses incurred

Assurance that my data will no longer be used for marketing

This situation shows a serious lack of safeguards for players who actively try to stop gambling.

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.

Dear Elie2649,

Thank you for taking the time to submit your complaint. I sincerely regret learning about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

• Could you kindly share the reason for your account closure? Additionally, please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru.

Thank you very much for your cooperation.

Best regards,

Kristina

Hi Kristina,

Thank you for your response.

I would like to clarify the full situation in detail.

Before February 2, I made multiple attempts over several weeks to contact the casino’s support regarding my gambling concerns. During this time, my chats were repeatedly closed and my emails went unanswered.

I was also informed that account closure could only be processed through email, which caused further delays in a situation that should have been handled immediately.

On February 2, I clearly informed the casino that I have a gambling problem and requested that my account be permanently closed. This request was acknowledged, and I was told that my account had been permanently closed.

After this, I contacted live chat again to confirm, and I was explicitly told that my account could not be reopened and that it was permanently excluded.

However, on March 26, I received promotional offers from the casino. When I checked the website, I found that I was still able to log into my account. As a result, I deposited funds and incurred further losses.

On April 8, I received a response from the casino offering a "goodwill gesture" of 108 CAD. While this indicates the issue has been acknowledged to some extent, it does not reflect the seriousness of the failure or the financial impact resulting from it.

This is extremely concerning, as I had clearly stated I have a gambling problem and requested permanent closure, which was confirmed by the casino.

I will forward all supporting emails and any available proof to you as requested.

Please let me know if you need anything further.

Kind regards,

Elias

Thank you very much for your reply, Elie2649. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Elie2649,

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.

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,
Kristina
Casino.Guru