The player from Switzerland faced ongoing issues with her withdrawal due to a lengthy verification process. Although she had fulfilled the bonus wagering requirements and uploaded the necessary documents, support requested a Skrill statement that she could not provide, as her deposit had been made via Paysafe. This situation prevented her from accessing her winnings. We intervened by communicating with the casino to clarify the verification requirements given the player’s use of a Paysafecard voucher purchased in a retail store without a Paysafecard account. After the player provided the requested Skrill-related document and the casino completed their internal review, the account was fully verified, allowing her to proceed with withdrawals. The complaint was resolved following confirmation that the player’s withdrawals were being processed.
Neon54 Casino - Player’s withdrawal is delayed due to verification issues.
Case closed
Amount: 1,500 CHF
Neon54 Casino
Safety Index:Very highCase summary
Translation
Good day, ladies and gentlemen. I received a bonus from the aforementioned casino and fulfilled the wagering requirements. Afterwards, I wanted to withdraw the winnings. For weeks, nothing happened. When I contacted support, they said it was a verification process. I uploaded the documents several times, and then they were eventually accepted. Once all the documents were accepted, they then requested a Skrill statement. However, I never made the deposit via Skrill (at the time, I didn't even have a Skrill account; I created one later hoping there might be a transaction history, but there wasn't). The deposit was made via Paysafe but processed through Skrill. I have the deposit receipt, which I submitted, but it was rejected. So, basically, the issue is the verification process, which is failing, and that's why the withdrawal cannot be processed. I hope for a positive outcome and thank you in advance. Kind regards, Divna M.
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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.
- Do you have any PDF statements from Paysafe that would show all the transactions you made in August, not just the one deposit you made into this casino? If so, have you tried sending this transaction statement to the casino for verification?
- Does your transaction statement contain all the personal information necessary to verify that you are the owner of the account used to deposit money into this casino?
- Have all your other documents been approved during KYC?
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
TranslationHello, I made a deposit using the 16-digit code, and this was the only deposit I made at this casino. I always deposited using the 16-digit code and not a Paysafe account, as I don't have one. Yes, everything else was accepted: a photo of both sides of my ID card, a bank statement, proof of address, and a selfie with my ID card. Now, the only thing missing is something I can't provide, as I didn't have a Skrill account at the time. It was a deposit of CHF 25.
Thank you in advance.
Best regards
Do you have any receipts confirming that you bought this 16-digit voucher and used it for depositing into this casino? Moreover, please forward me all the communication between you and the casino customer support regarding the issue with the verification of your deposit at veronika.f@casino.guru. Thank you for your cooperation.
TranslationIt's been 4 months already, and unfortunately I no longer have the receipt. I will send you the email exchanges by email.
Thank you
Kind regards
Hello Divna54,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear Divna54
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
TranslationGood day, dear Veronika, I thank you and the Casinoguru team for the work you do.
Kind regards
Divina
Dear Divna54,
It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.
If there are any updates or new details since your last message, please share them with me.
As part of our standard procedure, I’m also inviting a representative from BassBet Casino to join this conversation. Their input should help us move the case forward more efficiently.
Dear Neon54 Casino,
Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.
Thank you for your cooperation and a timely response.
Best regards,
Samuel
TranslationGood evening Samuel, I'm also happy to meet you virtually and would like to thank you for your work. No, I checked, the status is still the same: a Skrill statement is required for verification even though I didn't use that payment method at all, but rather Paysafecard, which was somehow processed through Skrill. I sent Veronika the receipt for the transaction, which I received immediately after the deposit.
I hope it gets sorted out as soon as possible.
Thank you in advance, thank you for advocating for me regarding my problem.
I wish you a nice evening.
Best regards
Dear Divna54,
Thank you for contacting us!
In order to complete your verification, we need you to provide us with Paysafecard transactions history for August 2025.
Once provided, we will check further the verification of your account.
Best regards,
Neon54.com
TranslationI only have the deposit receipt that I received after making the deposit via Skrill.
The deposit was made using a 16-digit Paysafecard code. I don't have a Paysafecard account, so there's no transaction history I can send.
The deposit can be verified using the receipt and the Skrill transaction information.
I will send them to you and upload them to the casino, even though I have already done it several times.
Best regards
Dear Neon54 Casino Team,
thank you for your response and for joining this complaint. I appreciate your cooperation and the clarification regarding the verification requirements.
Dear Divna54,
thank you for the additional explanation and for clarifying how the deposit was made. I understand that the Paysafecard was purchased in a physical store and used via a 16-digit code, without a registered Paysafecard account, which limits the availability of a standard transaction history.
Neon54 Casino Team,
given the above, I would kindly ask you to clarify how this situation can be resolved in practice. If the player does not have a Paysafecard account and therefore cannot provide an official transaction history, please advise:
- whether the Paysafecard deposit receipt, together with the Skrill transaction confirmation, can be accepted as sufficient proof, or
- if there is an alternative verification method that would allow the player to complete verification in such cases.
Providing clear guidance on how players who used Paysafecard vouchers purchased in retail stores can complete verification would help move this case forward and avoid further confusion.
I will await your clarification and thank you both for your cooperation.
Dear All,
We are investigating further with the relevant department and will be back with an update in the nearest time possible.
Your patience and understanding is highly appreciated!
Best regards,
Neon54.com
Dear Divna54,
thank you for your patience.
At this moment, we are waiting for Neon54 Casino to complete their internal review and provide a clear update on how your Paysafecard deposit can be verified given the circumstances you explained. Once the casino responds with further instructions or confirmation, I will inform you here immediately.
Thank you for your cooperation - I’ll continue monitoring the case.
Dear All,
We would like to clarify with you that the proof of deposit is accepted.
However, we found out that the customer's Skrill / Paysafe account was used on another account, therefore we need to make sure who is the owner behind the Skrill account. For this purpose, an additional document was requested from the customer and once provided, it will be checked and we will be back with new information.
Best regards,
Neon54.com
TranslationGood day,
I have now uploaded the last document requested by Neon containing the Skrill information (name, address, phone number).
I noticed, however, that my second last name wasn't entered correctly in Neon. I just wanted to leave this as a heads-up so it can be taken into account during further processing.
Thank you for your support.
Hello Divna54,
We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Samuel will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Hello everyone,
thank you for the update, Divna54.
Neon54 Casino, the player has confirmed that the last requested Skrill document has been uploaded. I kindly ask you to review it and let us know whether everything is now in order and when the case can be completed.
Thank you for your cooperation.
Hey Divna54,
We would like to inform you that your account is completely verified now and you can proceed with withdrawing your active balance.
We hope this clarifies the matter for you!
Best regards,
Neon54.com
Hello everyone,
thank you, Neon54 Casino, for the update and confirmation.
Divna54, please let us know whether you have already requested a withdrawal and if everything is proceeding smoothly with your funds.
TranslationGood day everybody
I requested the first withdrawal of €500 yesterday and the second of €500 today. Both withdrawals are still pending. I will make the third withdrawal tomorrow.
Thank you in advance for processing the payments.
Best regards
Divina
Hello Divna54,
thank you for the update. Please let us know once there is any change with the withdrawals.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Divna54,
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,
Samuel
