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.

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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