The player from Austria sought mediation regarding a dispute with Neon54, claiming his account should never have been opened due to previous self-exclusion requests related to his gambling addiction. He requested the return of €2200, citing operator negligence in implementing self-exclusion measures across the network despite his repeated requests. After reviewing all documentation, it was determined that the first self-exclusion request explicitly related to gambling issues had been submitted only on November 7, 2025, after which the account was closed. Previous closure requests did not explicitly mention gambling problems, and self-exclusion requests from other casinos operated by the same company were not confirmed to apply to Neon54. Therefore, the complaint was rejected as the operator could not be held responsible for earlier account activity or for exclusions not explicitly applied to Neon54.
Neon54 Casino - Player's account is closed and funds are confiscated.
Unjustified complaint
Amount: €2,200
Neon54 Casino
Safety Index:Very highCase summary
Translation
Dear Casino Guru Team,
I am contacting you to request an objective review and mediation in a dispute with Neon54 (operator: Stellar Ltd.). The dispute concerns a claim for the return of €2200, as, in my opinion, my account should never have been opened due to previous self-exclusion requests within the same network.
I have gathered the facts and all the evidence and ask you to assess whether the casino's reliance on its terms and conditions is permissible in this case.
I had already asked for your help in a similar matter this past May. That case was successfully resolved, however, it also triggered a relapse, or rather, it seems I hadn't quite overcome my gambling addiction 100%.
The core of my concern is that, despite my known gambling addiction and multiple self-exclusion requests, the operator did not prevent me from opening new accounts in the same network.
I have been struggling with gambling addiction for some time (treatment scheduled for 2024). Unfortunately, I experienced relapses in 2025, which typically occur impulsively at the beginning of the month. To protect myself from these impulses, I repeatedly requested network-wide self-exclusion from the operator. These protective measures were apparently not enforced or failed technically.
I will try to briefly present the entire situation chronologically:
1) Legiano, May 2025:
As you know from my previous complaint (https://de.casino.guru/beschwerden/legiano-casino-das-konto-des-spielers-sollte-geschlossen), I requested self-exclusion from all partner casinos at Legiano on May 1, 2025. The operator acknowledged the oversight at the time and issued a refund. Therefore, the operator was aware of my issue.
2) Spinbara, July 2025
In July 2025, I impulsively opened an account at Spinbara (also operated by Stellar Ltd.). After playing, I realized my mistake and wrote to support on July 16, 2025: "Please close my account on all your casino sites for life." Despite this, instead of immediately closing my account, they offered me a bonus. Even after this second communication with the operator, I was able to open an account at Neon54 in September.
3) Neon54, September 2025
Although the operator knew since May (Legiano) and July (Spinbara) that I was a gambling addict and wanted to be banned from all sites, registration and deposit at Neon54 were possible without any problems. Here, too, my direct request for account closure on September 30, 2025, was neither processed nor confirmed. A few days later, I logged back into the casino site and inquired about the status of my ban via live chat. I was assured that the responsible department was working on it. However, I continued to receive bonus offers via email, later even personal ones from a VIP manager, as well as daily SMS messages.
Neon54 has rejected my refund request, citing their terms and conditions (sections 3.8 and 4.1) that I must contact them.
My position is this: I contacted them. Twice (in May and July). I explicitly demanded protection for the entire network. That I later wanted to open new accounts due to my addiction is simply a consequence of the illness. Had the operator correctly implemented my requests from May or July, the deposit at Neon54 would not have been technically possible, constituting a breach of duty of care.
I therefore respectfully request your assessment and review.
Thank you very much for your effort!
LG
robert_z
PS: Unfortunately, due to the attachment limit, I was unable to upload the documents for Spinbara and Legiano; I will send them to you separately.
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Dear robert_z,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with the operator and the difficulties related to your gambling addiction. I have reviewed the Responsible Gambling Policy, and this is what I found: "Self-exclusion request: You can contact the Support Service Team via e-mail at support@neon54.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts."
Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.
To better understand the situation and assess your case objectively, I would like to ask you a few questions:
- Is your account currently blocked, or is it still accessible to you?
- Do you have any additional information or documents regarding your previous or planned treatment for gambling addiction that might be relevant to this case?
- When was the last time the casino allowed you to make a deposit?
In the meantime, feel free to check our responsible gambling guide for more information and useful resources:
https://casino.guru/responsible-gambling-guide
Thank you very much in advance for your response. I hope we will be able to help you resolve this issue as soon as possible.
Best regards,
Petra
TranslationHello Petra,
Thank you.
Regarding your questions:
- My account is now blocked.
- Yes, I have more documents. To which email address may I forward them?
- My last deposit was made on September 30, 2025.
Thank you very much for your effort!
LG
robert_z
Thank you for your reply and for providing the previous details, robert_z.
You can send all the additional documents to: petra.h@casino.guru or post them directly to the thread. This can include screenshots, emails, or any other records.
Thank you again for your cooperation.
TranslationHello Petra,
I have just sent you the documents via email.
Thank you very much for your effort!
LG
robert_z
Dear robert_z
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 Martin (martin.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,
Petra
Hello robert_z,
I am sorry to hear about your troubles. I am Martin and I've been taking care of your complaint. Before I invite the casino representative into the thread, can you please provide me with more information regarding your self exclusion requests in the previously mentioned casinos (Spinbara and Legiano)? Have you received any confirmation, that your self-exclusion will be applicable in other grouped casinos? Also, can you supply us with any communication that might have taken place between the 7th of November and 16th of November 2025?
TranslationHi Martin,
Thank you.
To which email address may I send documents?
LG
robert_z
TranslationHi Martin,
Please excuse the late reply. I will send you the documents to the email address you provided.
LG
robert_z
Dear robert_z,
thank you for your cooperation in this case. As we have already established in our email communication, after reviewing all available information and documentation, it was concluded that a refund cannot be requested in this case. The first self-exclusion request that explicitly referenced gambling-related issues and is applicable to Neon54 was submitted on 7th of November 2025, after which the account was closed. We fully understand there were multiple closure requests beforehand, and though I would personally like to see you account closed at that point, there was no explicit mention of gambling issues, which limits our abilities to ask for any refunds.
Regarding the self-exclusion requests submitted to Spinbara and Legiano, these cannot be considered applicable to Neon54, as operator-wide exclusion was not confirmed by the operator to extend across all associated casinos.
For these reasons, the complaint will have to be rejected. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center.
