The player from Germany is experiencing delays with his first withdrawal request of €1,500 at Neon54, which has been pending for almost three weeks despite the casino's stated processing time of 3–5 business days. He has not previously received any successful payouts and currently has a total of €4,000 in his casino account.
Neon54 Casino - Player's withdrawal is delayed.
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Neon54 Casino
Safety Index 8.5 HighCase summary
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yesterday
Translation
Complaint against Neon54 – outstanding payments
Hello Casino Guru Team,
I would like to contact you with a complaint regarding my currently outstanding payments to Neon54.
In order to resolve this complaint quickly and easily, I would like to answer your potential questions as completely as possible in advance and provide you with all relevant information.
1. Previous successful withdrawals
No. I haven't received a successful withdrawal from this casino yet. The currently pending withdrawals are my first withdrawal requests.
2. Last successful payout / processing time
There have been no successful payouts so far, therefore I cannot provide a processing time.
3. KYC verification
KYC verification is not currently required. My current account status explicitly shows that no verification is needed at this time. I can provide you with a recent screenshot as proof.
4. Were verification documents requested?
I am not currently being asked to provide any verification documents.
5. Bonus
Yes, I played using a deposit bonus. It was not a free bonus. I fully and successfully fulfilled the bonus requirements.
6. How were the profits generated?
The winnings were generated by playing at the casino after the bonus conditions had been fully met.
7. Casino or sports betting
I only played casino games and did not place any sports bets.
8. Which games?
I mainly played slots, including games from Hacksaw Gaming and Novomatic.
9. Outstanding payments
There are currently three outstanding payments of €500 each, totaling €1,500. None of these payments have been made yet.
10. Current Casino Balance
In addition to the €1,500 in pending withdrawals, there is currently another €2,500 in my casino account.
This means that a total of €4,000 is currently affected at Neon54.
11. Payment method
My deposit was made via bank transfer. The withdrawal will also be made via bank transfer. It is therefore the same payment method.
12. How long have you been waiting?
The payouts have now been pending for almost three weeks.
13. Processing time specified by the casino
Neon54 states a processing time of 3–5 business days. This time has now been significantly exceeded.
14. Contact with the casino
Yes, I have already contacted Neon54 regarding the outstanding payments. I would be happy to provide you with the correspondence and relevant screenshots.
15. Why am I contacting Casino Guru?
I'm worried because the payout is still delayed despite the stated processing time. Additionally, I've seen publicly available complaints from other customers about delayed payouts.
Since a total of €4,000 is currently affected – of which €1,500 has already been requested for withdrawal and a further €2,500 is still in my casino account – I would like to have the case reviewed by Casino Guru.
I therefore ask you to contact Neon54 directly and request the casino to clarify the outstanding €1,500 and pay it out.
I have already answered your questions in advance to avoid unnecessary follow-up questions and to resolve this complaint quickly, easily and transparently.
Thank you for your support.
Automatic translation:
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1 hour 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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1 hour ago
DeaGermanstar
Thank you very much for providing such detailed information.
You have already answered most of the questions I would normally ask at this stage.
Could you please provide a screenshot of your withdrawal history showing the three pending €500 withdrawals, including their dates and current status?
Additionally, please forward the relevant communication you have had with Neon54 regarding the delayed withdrawals to karla.m@casino.guru.
Thank you very much for your cooperation.
Karla M.
