Neon54 Casino - Player's self-exclusion request has not been fully honoured.

Guten Tag, ich habe dem Casino per Mail meine Spielsucht geschildert und wollte das mein Konto daraufhin geschlossen wird. Aufgrund von ausstehenden Auszahlungen ging dies nicht. Nach den erfolgten Auszahlungen bat ich das Casino erneut um Schließung und akzeptierte die Bedingungen die damit verbunden waren.

Das Casino reagierte nicht und das Konto blieb weiter offen und ich konnte weiter Geld verlieren. Das Casino antwortet nicht mehr auf meine Mails und zeigt auf meine Forderungen die verspielten Beträge seit der bitte um Kontoschließung aufgrund der Spielsucht zu erstatten keine Reaktion. Ins Konto einloggen kann ich mich nicht mehr da es geschlossen wurde. Auf die anderen Punkte die ich angeführt habe, geht das Casino nicht ein.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

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.

Could you please forward me all account closure requests that you sent to the casino, along with the casino's responses? My email address is veronika.f@casino.guru.

When did you first request to be self-excluded? Have you followed all the instructions provided by the casino to ensure your self-exclusion was properly processed?

When did the casino eventually close your account?

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

Hallo, ich habe die Kommunikation mit dem Casino gestern per Mail versendet.

Sollte schon angekommen sein. Das Casino reagiert allerdings nicht mehr auf meine Mails.

Thank you for your email. Please forward me the original conversations, not a MS Word document. Ideally, the emails should be sent as attachments in .EML format. Thank you for your understanding and cooperation.

Hallo, ich habe vor ein Paar Tagen alles weitergeleitet. Leider musste ich jede Mail einzeln weiterleiten. Anders hat das Programm es leider nicht gemacht.

Thank you for your emails. Please allow me to clarify the timeline of events:

1. Did you first request the account closure due to gambling addiction on August 29?
2. If I have reviewed the emails correctly, your account was still open on September 26. Could you please specify the exact date when the casino finally closed your account?
3. How many deposits did you make between August 29 and the day your account was finally closed?

Hallo, das erste mal habe ich am 29.08. um schließung gebeten.

Habe dann aber aufgrund noch offener dann entstander Auszahlungen gebeten dies zu verschieben.

Endgültig sollte das Konto am 26.09. geschlossen werden.

Ich hatte dies ja auch mehrfach angemahnt das es noch offen ist.

Geschlossen wurde es endgültig erst am 01.10.2025.

In diesem Zeitraum 26.09 - 01.10. wurden von mir 1200 € eingezahlt.

Um diese Summe hatte ich auch um Erstattung gebeten.

Im Zeitraum vom 29.08.2025 - 01.10.2025 müssten es um die 3.000 € gewesen sein. Allerdings wurde auch Geld ausgezahlt.

Thank you very much, Matze392, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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.

Hello Matze392,

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 like to invite the Neon54 Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the casino's point of view? Based on the information we currently have at our disposal, we cannot agree with the steps the casino has taken.

Most importantly, on September 2nd, the support agent told the player, that in case he proceeds with the self-exclusion request, his balance will be voided. He was most likely referring to this term:

3.7 Closure of your account: You may request the closure of your account at any time by sending an email to customer support at support@neon54.com, subject to the following conditions:

• You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.
• In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided.

Please note, that we do not believe such terms are applicable to self-exclusion matters, and in case the casino applies it in such situations, we will have no other option than to lower the safety index accordingly.

We therefore believe the best course of action is to refund the player's losses (if any) from August 29th (initial request) until the 26th of September (time when all initial withdrawals have been fully paid out).

Additionally, a refund of 1200€ (deposits made between 26/9 - 1/10) also seems warranted.

Could you please provide us with the player's deposit history? Also, in case there is any additional evidence you deem confidential, please forward it to martin.l@casino.guru

Thank you in advance for providing us with your view of the issue.

Hallo, beim Datum ist ein Fehler . Die Auszahlungen erfolgten ja vor dem 26.12.

Dear Matze392,

thank you for pointing out the error, the message should be corrected now.

Dear all,

Thank you for bringing this matter to our attention and allowing us to participate.

We are very sorry to hear about this incident and would like to extend our apologies to Matze392 for any inconvenience caused by it.

Please allow us some time to conduct an investigation and gather the facts surrounding the case. We will post a reply as soon as there is an update.

We are grateful for your patience and understanding.

Kind regards,

Neon54 Casino

Dear casino representative,

thank you very much for your response. We will be awaiting the results of your internal investigation.

Dear Matze392,

Thank you for your patience during this time.

Following a thorough investigation, we concluded that you are entitled to a refund of 1200 EUR for the losses incurred while the account remained open.

To initiate the refund, please share your bank account details in response to our most recent email.

We are grateful for your cooperation.

Kind regards,

Neon54 Casino

Hallo,

leider habe ich die Erstattung noch nicht erhalten.

Meine Bankdaten habe ich übermittelt aber bekomme nach wie vor auch auf Rückfragen keine Antwort...

Dear casino representative,

thank you for your response and commitment to responsible gambling. Are you please also able to provide us with the player's deposit history?

Dear Matze392,

thank you for letting us know. Have you received any response from your latest message? Please keep us updated.

Hallo, ich habe eine Mail des Casinos erhalten das ich für die Erstattung von 1200 Euro meine Bankdaten übermitteln soll , also Name , IBAN, BIC. Das war vor 3 Tagen. Bisher kam kein Geld. Ich hatte zweimal nachgefragt und auf meine Nachfragen keine Antwort oder Reaktion bekommen.

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

Dear Matze392,

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,

Martin