The player from Austria had attempted to withdraw funds, but the casino canceled the transaction, claiming that his bank had rejected the credit. However, the bank confirmed that no money had been transferred, and he had a screenshot from the support chat to support his case. After further communication, the issue was resolved, and the player confirmed that his complaint had been marked as resolved. The Complaints Team acknowledged the resolution and expressed gratitude for the player's cooperation.
Neon54 Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,250
Neon54 Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
I wanted to withdraw money, but the casino canceled it. According to the support chat, my bank rejected the credit. I've now contacted the bank, and they said no money was transferred. I also have a screenshot from the support chat where the casino claims this!!!!!!! I hope I can get my winnings with the help of Casino Guru because, according to you, the casino is safe and verified!!!!!!
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2 months ago
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.
Have you made any successful withdrawals from this casino before?
Have you passed the full KYC verification?
Did you accumulate your winnings with or without a bonus?
Which payment methods have you used to deposit money into this casino?
Have you tried submitting a withdrawal request with a different payment method?
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
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2 months ago
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No, that was the first withdrawal, but I have several more pending withdrawals from the same casino. A total of €2,250
The casino account states that no further verification is necessary (screenshot as proof)
Deposit without bonus
Money was deposited by credit card (Mastercard)
Now I tried to pay out by bank transfer, it is still in process
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2 months ago
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I have now tried again to pay out my winnings by bank transfer
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2 months ago
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are now two times 500€ outstanding with bank transfer
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2 months ago
Have you canceled any of your withdrawal requests since you submitted this complaint?
When exactly did you submit your most recent withdrawal requests that are still pending?
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Manuel2805,
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,
Veronika
