Neon54 Casino - Player's withdrawal is delayed and amount is blocked.

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,

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.

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

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.

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

We’ve reopened this complaint at the request of Skiler. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player response:

I apologize for not responding on time, I was busy.

I started trying to pay my money almost every week in July, but without success, from July until September.

I was able to successfully deposit money but not withdraw it.

I have never activated bonuses.

Please help me, I tried again 2 weeks ago to withdraw money, specifically 500 euros, since that is the daily limit, but to no avail.

Dear Skiler,

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

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.

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