The player from Italy faced a blocked account at Neon54 Casino, which prevented a pending withdrawal of around €200. He had contacted support for assistance and sought help to resolve the issue. The player had focused on sports betting, had not completed verification since it was never requested, and his winnings came from his own money without bonuses. After reviewing the case, we were unable to evaluate the casino's reasons for blocking the account due to limited insight into sports betting issues. Consequently, the complaint was closed as it could not be fairly judged or resolved at that time.
Neon54 Casino - Player's account is blocked, hindering withdrawal.
Closed
Our verdict
Other
Amount: €200
Neon54 Casino
Safety Index:Very highCase summary
Discussion
Public
Public
3 weeks ago
Translation
I have the same problem as at Legiano Casino. This casino has a pending withdrawal, as shown in the screenshot, and my account balance seems to be around €200, but they blocked my account and told me to contact support, as I did with Samuel regarding Legiano Casino. I'm asking for your help in resolving this issue, thank you.
Automatic translation:
Public
Public
3 weeks ago
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.
Public
Public
3 weeks ago
Dear LelloX47,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Jean
Public
Public
3 weeks ago
TranslationI focused on sporting events. I didn't complete the verification because it was never requested during my time at the casino. I've withdrawn without any problems so far. My account has been frozen. As per the attached screenshot, I now have to withdraw the funds from my account in addition to the withdrawal failure. The winnings are from my own money, no bonuses.
Automatic translation:
Public
Public
2 weeks ago
Please understand that if you only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don’t have enough insight into this field of online gambling, we wouldn’t be able to interpret the casino’s results of the investigation and/or their explanation correctly and judge this case fairly. We don’t think that your complaint is unjustified, we just couldn’t evaluate the issue properly. We would really like to help, but it is impossible for us at this time.
Unfortunately, after gathering all the necessary information we are forced to close this complaint. I am sorry that we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with casino gaming. We will try our best to help.
