The player from Germany reported that after a recent win, his balance of €621 was unexpectedly reduced to 0 based on an admin decision, with no explanation provided. The player did not respond to repeated inquiries from the Complaints Team requesting further details about his account verification, bonus status, and the games played. Due to the lack of response, the complaint was closed without resolution. The player retained the option to reopen the complaint if he chose to resume communication.
Neon54 Casino - Player's winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €621
Neon54 Casino
Safety Index 9.2 Very highCase summary
Discussion
Sensitive attachment
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3 weeks ago
Translation
I was lucky and had a nice win, seconds later my balance was reduced to 0. The live chat said it was an admin decision.
No explanation given, €621 simply gone.
Automatic translation:
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3 weeks 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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3 weeks ago
Dear andiwid,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.
- Could you please confirm that your casino account is fully verified?
- Have you accumulated your winnings with or without an active bonus?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports). Please also specify the name of the game.
I hope we can help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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2 weeks ago
Dear andiwid,
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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1 week 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,
Jean
Casino.Guru
