The player from Serbia faced difficulties withdrawing his total balance of €4,000 from Neon54 Casino, where a scheduled payment of €500 was currently on hold. He had requested account verification multiple times without being given the opportunity and insisted on receiving the entire balance in one transaction. The issue remained unresolved due to the lack of response from the player to the Complaints Team's inquiries, leading to the closure of the complaint at that time. The player retained the option to reopen the complaint in the future should he choose to engage again.
Neon54 Casino - Player's withdrawal is delayed and amount is blocked.
Closed
Our verdict
Player stopped responding
Amount: €3,800
Neon54 Casino
Safety Index:Very highCase summary
Discussion
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Public
2 weeks ago
Translation
Dear Casino Guru Team,
I am filing a complaint against Neon54 Casino regarding
by paying off the entire balance on my account, which is €4,000. I have been trying for several months now
to make a payment, and the scheduled payment of €500 is currently on hold. I would like to make it clear that I do not accept partial payments and request payment of the entire balance (€4,000) in one payment.
transaction.
The casino previously told me that account verification was not required, but I was not given the option to
KYC verification. I have requested to perform verification several times, but I have not been given the opportunity.
Despite this, my requests for payment constantly
They leave without a valid explanation.
All communications, withdrawal attempts, and other
I have the relevant evidence documented.
I am asking you to intervene and help to pay the funds immediately.
Thanks for your help in solving this problem.
With respect,
Automatic translation:
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2 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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2 weeks ago
Dear Skiler,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Neon54 Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify when exactly you requested the withdrawal?
- Have you made any successful withdrawals before?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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1 week ago
Dear Skiler,
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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2 days 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,
Katarina
Casino.Guru
