Neon54 Casino

Case summary

The player from Chile had won approximately 210,000 CLP while playing but lost her winnings after attempting to make a withdrawal, leaving her with a balance of 67,000 CLP. Despite contacting support, the casino claimed the loss was due to a bonus, which she disputed with transaction evidence, and she did not receive a response to her email. The player had provided detailed evidence showing the bonus balance was zero at the time of the win and had requested a thorough audit of the gaming session. The complaint was closed due to the player's lack of response to further inquiries, with the option to reopen it in the future.

Discussion

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lorenaza6731

Bronze

Chile

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1 month ago

Original

Translation

Good afternoon, I need help. I was playing 4 Scarab Coins on Playson with a 300 CLP bet. I won approximately 210,000 CLP, leaving me with a balance of approximately 277,000 CLP. When I left the game to withdraw my winnings, the winnings disappeared, leaving me with a balance of approximately 67,000 CLP. I contacted support, and they told me it was due to a bonus I had. However, I showed them my transaction history since that bonus was lost before the win, and a new deposit of 25,000 CLP was made, which is what I used to win. I will attach evidence that the bonus balance was at 0 when I won the approximately 210,000 CLP. I also attached evidence that minutes before, the bonus balance still showed as 0. They told me to write to them via email, but I haven't received any response. I will also attach the live chat conversation.

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Petra

Casino Analyst & Complaint Specialist

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1 month ago

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.

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Petra

Casino Analyst & Complaint Specialist

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1 month ago

Dear lorenaza6731,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation and assist you effectively, could you please provide more details by answering the following questions:

When exactly did you experience this issue with your winnings disappearing?
Have you checked all messages or notifications from the casino regarding your account balance?
Can you please share any other evidence and documents you mentioned, including your Bonus history and conversations with support?

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

Best regards,

Petra

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lorenaza6731

Bronze

Chile

Sensitive attachment

1 month ago

Original

Translation

Hello, regarding your questions: 1. The winnings disappeared immediately after I exited the game. 2. I checked the entire game history, but the winnings are not listed. 3. I will attach all the evidence, and I also just received a response, which I will attach along with my own. They claim there was a bonus balance at the time of the bet, which is why they restricted the winnings. However, the documents I attached clearly show that the bonus balance was 0 on the winning spin. I also have a video that clearly shows the bonus balance, which was 15 CLP, dropping to 0 CLP before the winning spin. I have submitted my written responses to support.

Thank you for your response. However, I believe it does not adequately address the main point of my complaint, and therefore I request a more detailed review.

According to my gaming history, the bonus they're referring to had already been completely lost before the win. Specifically, I have evidence in my history showing that the bonus balance decreased from $15 CLP to $0 CLP before the winning play.

Subsequently, a new deposit of $25,000 CLP was made, which was used to play and generate an approximate profit of $210,000 CLP.

At the time of obtaining said winning, the bonus balance was 0, therefore, the conditions associated with bonuses (such as the x5 withdrawal limit) do not apply, since the bet was made with real money.

I request, please:

A detailed audit of the gaming session in which the profit was generated.
Exact identification of when the bonus would have been applied during that session, since the balance of the alleged bonus does not appear as a sum in the game history.
Clear explanation of why bonus terms apply if the bonus balance was 0 at the time of winning.

I have attached historical evidence that clearly shows the bonus decreasing to $0 before the gain.

I would appreciate a thorough review of this case, as if I do not receive a clear and substantiated response, I will be forced to escalate this complaint to the appropriate authorities.

I await your response.

hola respecto a sus preguntas 1.- al momento de ganar el saldo de la ganancia desapareció de inmediatamente cuando me salí del juego 2.-si revisé todo el historial del juego y sin embargo no sale la ganancia en el historial 3.- si adjuntaré toda la evidencia y también acabo de recibir una respuesta donde su respuesta la adjuntaré al igual que la que respondí yo, ya que ellos dicen que había un saldo del bono al momento de apuesta y por eso restringieron las ganancias, pero en los documentos que adjunte sale claramente que en la tirada ganadora el saldo del bono era 0, igualmente tengo un video donde sale claramente cuando el saldo del bono que era de 15$clp bajó a 0$clp y esto fue antes de la tirada ganadora. Dejó por escrito mis respuestas al soporte;

Gracias por su respuesta. Sin embargo, considero que no aborda correctamente el punto principal de mi reclamo, por lo que solicito una revisión más detallada.

Según mi historial de juego, el bono al que hacen referencia ya había sido completamente perdido antes de la ganancia obtenida. Específicamente, cuento con evidencia en el historial donde se observa que el saldo del bono disminuye desde $15 CLP hasta $0 CLP antes de la jugada ganadora.

Posteriormente, se realizó un nuevo depósito de $25.000 CLP, el cual fue utilizado para jugar y generar la ganancia aproximada de $210.000 CLP.

Al momento de obtener dicha ganancia, el saldo de bono era 0, por lo tanto, no corresponde aplicar las condiciones asociadas a bonos (como el límite de retiro de x5), ya que la jugada fue realizada con dinero real.

Solicito por favor:

Una auditoría detallada de la sesión de juego en la que se generó la ganancia.
Identificación exacta de en qué momento se habría aplicado el bono durante esa sesión ya que en el historial del juego no aparece como suma el saldo del supuesto bono.
Explicación clara de por qué se aplican términos de bono si el saldo de bono era 0 al momento de ganar.

Adjunto evidencia del historial donde se muestra claramente la disminución del bono a $0 antes de la ganancia.

Agradeceré una revisión exhaustiva de este caso, ya que de no obtener una respuesta clara y fundamentada, me veré en la necesidad de escalar este reclamo a instancias correspondientes.

Quedo atenta a su respuesta.

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Petra

Casino Analyst & Complaint Specialist

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1 month ago

Hello lorenaza6731,

We would like to update you that due to Petra, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petra has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petra will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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Petra

Casino Analyst & Complaint Specialist

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1 month ago

Dear lorenaza6731,

Thank you for your reply and for providing the previous details.

Could you please provide your betting and game history, if possible?
Additionally, could you confirm whether you purchased any bonus feature during your gameplay and the accumulation of your winnings in the Store?
Could you also share any additional evidence or communication you’ve had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

Edited by a Casino Guru admin

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Petra

Casino Analyst & Complaint Specialist

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4 weeks ago

Dear lorenaza6731,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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Petra

Casino Analyst & Complaint Specialist

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3 weeks ago

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru

Neon54 Casino - Player's winnings have been confiscated.

Player stopped responding

Amount: $2,100,000 CLP

Case summary