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