Neon54 Casino - Player's self-excluded account was reopened, resulting in losses.

I am making a complaint about Neon54 Casino regarding the closure of my account, responsible gaming practices, and the handling of my refund request.

I contacted the casino because my gambling was getting out of control. The casino understood that the situation was related to responsible gambling because they sent me support links related to responsible gambling.

I was offered the option of taking a break or closing my account. I refused the break and requested to close my account because my intention was to stop playing altogether.

As a regular customer, I naturally understood this to mean that the break is a temporary solution and closing the account prevents gaming.

Despite this, my account was later reopened, I continued to receive marketing messages, and was able to continue playing. This resulted in a loss of €380 for me.

I made an official complaint to the casino and requested a refund for the losses incurred after the account was reopened.

However, the casino did not take any position on the refund request, only responding by confirming that the account has now been permanently closed and marketing messages have stopped.

The core of my complaint is not just about the gambling losses, but the fact that I requested a closure in a situation where gambling had gotten out of control, the casino recognized the responsible gambling situation, but the account was still reopened and my refund request was ignored.

I request an impartial assessment of the case and assistance in obtaining a fair resolution.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you request that your account be reopened through customer support, or was it reopened automatically without any intervention from your side?
• Have you been receiving promotional messages since February, when your account was originally self-excluded, or did they only start appearing in your inbox recently?
• When exactly was your account reopened?
• When was the last time the casino communicated with you regarding your refund request? Have they offered you any refund at all?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi! And thanks for the reply.

I have never asked to reopen my account, as soon as I first noticed my account was opened, I sent them an email (shown in the screenshot I sent you). On 27.2 a bonus was added to my account and after that marketing started coming. On 30.4 another bonus was added to my account and this is the week my account was last opened. On 9.5 I started playing again and sent them a message again. On 12.5 they sent a "final response" message, where they apologized and said the account is now closed. They have not taken a position on my refund request in any message, it has been completely ignored.

Thank you for your reply.

To proceed with the investigation, please forward the complete communication between you and the casino’s customer support regarding the closure and reopening of your account to veronika.f@casino.guru.

Kindly include the full email threads rather than screenshots only, and please make sure to include the conversations you had with the casino during April and May as well.

I appreciate your time and cooperation.

I have just sent you an email with the requested correspondence. Thank you again for your help, and I hope to hear from you soon.

Dear Ells

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, Igor (igor.p@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,

Veronika

Dear Ells,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Neon54 Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Neon54 Casino representative to join this conversation and participate in resolving this complaint.

Dear Neon54 Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Ells,

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 Ells,

We would like to inform you that we have just sent a direct email to your registered email address regarding your case.

Please kindly check your inbox (and spam folder) and reply to our message as soon as possible so we can proceed with resolving this matter for you.

Thank you for your cooperation!

Best regards,

Neon54 Casino Team

Dear Ells,

According to the casino, they contacted you via email.

Please check your mailbox and possibly let us know what information the email contained.

Feel free to ask any questions and do not hesitate to share any concerns regarding this case.

Thank you in advance for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ells,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor