The player from Chile 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 claims the loss is due to a bonus, which she disputes with transaction evidence, and has not received a response to her email.
Neon54 Casino - Player's winnings have been confiscated.
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Neon54 Casino
Safety Index:Very highCase summary
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4 days ago
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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2 days ago
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2 days 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
