Neon54 Casino - Player's account is improperly accessed.

Hello

I self excluded from this casino back in Nov 2025 for life time ban. I received promotional email from them, I have a very serious gambling problem so naturally I log into my account and it allows me to deposit money. I lost $1000 and wish to be reimbursed. Im not sure why these casinos dont understand the seriousness of this illness.

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Hello,

thank you very much for submitting your complaint. I am truly sorry about your negative experience with Neon54 Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise on the timeline of the events? When did you receive the promotional offer? Additionally, when was the last time you have deposited into your account?
• Do you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attilia

I've been getting promo emails as far as I can find back is March 2026. I asked for life time self exclusion in Nov 2025 and my account was closed. I have a serious problem with gambling I have excluded myself from many many sites but my illness always has me looking for another. So I clicked on one of Neon54 promo emails and my account was now active again. I will forward my original self exclusion request. Thanks so much. Also, my account has since been closed. I believe it was April 28th I was able to log in and deposit $1000.

Thank you very much for your response. Could you kindly let me know when you last accessed your casino account and the date of your most recent deposit? Furthermore, I regret to inform you that I have not yet received your self-exclusion request via email. Could you please check again?

Thank you for your cooperation.

Hello Attila

I have forwarded you the email again please let me know if you received it. The account has since been closed the last time I accessed it would be Apr 28 would be my last deposit.

Thank you

I am truly sorry, but I have not received any emails from you. If you are having trouble sending the information via email, please feel free to attach the evidence in this thread.

Thank you in advance for your cooperation.

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,

Attila

Hello Charliejoe1234,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would also like to invite the Neon54 Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account reopened? I would like to clarify, that in case the account was closed indefinitely due to gambling addiction, we do not believe it should have been reopened and the player should be entitled to a refund.

Thank you in advance for providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear Charliejoe1234,

Thank you for bringing this matter to our attention.

We take all reports regarding self-exclusion very seriously. We have launched an internal review with our relevant team to investigate the circumstances of your case.

We will provide an update here as soon as we have further information. Thank you for your patience.

Best regards,

Neon54 Casino Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Dear all,

we just wanted to let you know that we are still investigating the case.

Once there is update you will be informed accordingly as soon as possible.

Thank you for the understanding!

Best Regards,

Team Neon54

Dear casino representative,

thank you for letting us know. Is there a particular timeframe in which you will be able to issue an update?

Dear Charliejoe1234,

We would like to inform you that we have sent you an e-mail with further details.

Please check it and reply to us.

Thank you for your cooperation.

Best Regards,

Neon54 Casino Team

Dear casino representative,

thank you for your response.

Dear Charliejoe1234,

if possible, share the current state of events with us. You can reach me here in the thread or at martin.l@casino.guru.

Hello Martin

I have responded to the casinos email and have copied you on the email as well. Let me know if you received it.

Thank you so much!

Dear Charliejoe1234,

I can confirm I have received your message, I am happy to hear the refund had been authorized.

Please let us know once you receive your funds.

I have received the refund.

Thank you to both Martin and the casino.

Dear Charliejoe1234,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Neon54 Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. 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. We're always here to help!

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martin

Casino.Guru