The player from Austria had requested a withdrawal of €1,500 over two weeks prior, but it remained pending due to delays attributed to excessive demand. He had a total of €7,400 still in his account and sought assistance from Casino Guru to expedite the process without damaging the reputation of the Neon54 casino. The Complaints Team successfully facilitated communication between the player and the casino, leading to the completion of multiple withdrawals. Ultimately, the player received several payouts but expressed concerns about the lengthy process. The complaint was closed due to a lack of response from the player regarding further withdrawals, though the player retained the option to reopen it in the future.
Neon54 Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €8,900
Neon54 Casino
Safety Index:Very highCase summary
Discussion
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5 months ago
Translation
Hello dear Casino Guru Team,
I requested a withdrawal more than two weeks ago. Since then, I've been kept waiting by live chat and email support, saying the payout is delayed due to excessive demand. I won a large amount through a maximum win and would like to withdraw the money as quickly as possible. However, due to the delay, the first €1,500 is still pending (€7,400 is still in my casino account, €1,500 in three separate withdrawals, each with €500). I wrote to the casino today and told them that I will be taking further steps in the near future and filing a complaint with the license holders. However, since I am very satisfied with the "Neon54" casino and the provider itself, I would like to try again via CasinoGuru first without damaging the casino's reputation. I ask for help in withdrawing my €7,900 as quickly as possible so that I can enjoy playing at the "Neon54" casino again in the near future.
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5 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.
Dear Casinospieler5493834,
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 understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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5 months ago
TranslationHello, I have never completed a withdrawal from this casino.
According to the site, my account no longer needs to be verified (see image).
I have always played at this casino without a bonus (see bonus history -> picture)
Best regards
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5 months ago
Thank you very much, Casinospieler5493834, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.
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5 months ago
Dear Casinospieler5493834,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Neon54 Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawals have not been processed yet?
Thank you in advance for providing the information.
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5 months ago
Dear Casinospieler5493834,
Thank you for contacting us.
We kindly inform you that we have forwarded the issue to the payments team and your withdrawals will be completed as soon as possible.
We are really sorry for the inconvenience caused. Thank you for your patience and understanding.
Best regards,
Neon54 casino team
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5 months ago
TranslationDear Neon54 Team,
I was told this over a week ago. I haven't received any response to my emails, and if I do, it's only one that stalls me. I want a quick payout of my entire balance, without having to wait any more days. I've been waiting long enough. Besides, after receiving the first three payouts, I don't want to have to wait another three-quarters of a week for the next ones.
This is unprofessional and not customer-friendly.
Best regards
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5 months ago
Dear Casinospieler5493834,
We kindly inform you that your withdrawals have been completed today.
Thank you again for your patience and excuse us for the inconvenience caused.
Best regards,
Neon54 casino team
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5 months ago
TranslationTwo withdrawals were processed, one was rejected. I don't know why this is happening. I requested a new one today and will have to request a few more in the future. I hope the withdrawals will be processed more quickly in the future.
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5 months ago
Dear Casinospieler5493834
I will keep this complaint opened until your confirmation regarding last successful withdrawal.
Please let me know as soon as you receive the payment.
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5 months ago
Dear Casinospieler5493834,
We kindly inform you that three more withdrawals have been completed successfully. Please, request your next withdrawal requests.
Thank you so much for your patience and collaboration.
Best regards,
Neon54 casino team
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5 months ago
Thank you Neon54 Casino for good news!
Dear Casinospieler549383,
please keep me updated when the money arrive and how much do you have left to withdraw. Thank you in advance
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5 months ago
TranslationHello Casino Guru team, thank you very much for your help. And also many thanks to the Neon54 team. I have requested another withdrawal. I currently have €6,400 left in my account to withdraw. 🙂
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5 months ago
Dear Casinospieler5493834,
thank you very much for the information.
I want to kindly ask you to keep me updated regarding the withdrawal process. I will keep this complaint opened until all the withdrawals requests are complete.
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4 months ago
TranslationI requested a withdrawal again last Wednesday, Thursday, and Friday. I haven't received anything yet. Sincerely, EA
Edited by a Casino Guru admin
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4 months ago
Dear Casinospieler5493834,
We kindly inform you that the rest three withdrawal requests have been completed.
Thank you for your patience.
Best regards,
Neon54 casino team
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4 months ago
Dear Casinospieler5493834,
We respectfully inform you that another three withdrawal requests have been completed successfully. You may proceed withdrawing your remaining balance.
Best regards,
Neon54 casino team
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4 months ago
Dear Neon54 Casino Team, thank you for the update!
Dear Casinospieler5493834,
please let us know once you receive all the money. Thank you in advance
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4 months ago
Dear Casinospieler5493834,
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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4 months ago
TranslationThe money continues to be paid out consistently. However, I lost a lot again because I couldn't restrain myself due to the long waiting times. Anyway, the long wait was definitely worth it for the casino... Thanks to the Neon54 team.
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4 months ago
Dear Casinospieler5493834,
I am so sorry to hear that! It must be very disappointing!
And is there still some amount which is left to be withdrawn? Please let me know
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4 months ago
TranslationYes, I still need 2,000 euros to pay out.
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4 months ago
Dear Casinospieler5493834,
Thank you for keeping me informed. I truly appreciate your patience throughout this process.
I believe you’ll be strong enough to hold on just a little longer until your money arrives. Hopefully, it shouldn’t be much longer now.
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4 months ago
Dear Casinospieler5493834,
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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4 months 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,
Martina
Casino.Guru
