Neon54 Casino - Player’s withdrawal is delayed due to KYC issues.

Hi! I won on 1.11.2025 and at first everything went normally. Then suddenly my withdrawal was blocked and the casino started Kyc

I have provided them with all the documents they requested and they are not responding to me anymore.

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.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

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.

Hey, yes I understand this but I have sent them everything they asked for and more.

The last one they asked for was in November. They claim that the documents are not original from the bank even though they were downloaded directly from my bank.

They don't answer me anymore, and they haven't asked for anything.

I have sent

-photo of driver's license, both sides

-selfie with driver's license, casino website visible in the background.

-Three months of bank statements.

-zimpler transaction history, downloaded from the bank.

Please forward me the documents you sent to the casino for verification, along with all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Thank you for your cooperation.

Hi, I emailed these a few days ago.

Dear Kokkiis

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, Martina (martina.b@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

Dear Kokkiis,

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 has not been yet verified?

Thank you in advance for providing the information.

Dear Kokkiis,

Thank you for reaching out to us.

We would kindly like to apologize for the inconvenience.

Please be informed that we are currently investigating the delay of your verification and will contact you as soon as possible with further information.

We thank you for your patience and understanding.

Kind regards,

Neon54 Casino Team

Hey, you've been watching my documents for two months now and giving roundabout answers, without answering anything.

All the documents have been sent to you many times, but you have not accepted them, even though they are the original documents from the bank in the PDF format in which you are requesting them.

Dear Neon54 Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Kokkiis,

Thank you for your patience.

We are happy to inform you that your account has been successfully verified.

Please note that at the moment there are no pending withdrawal requests on your account.

Kind regards,

Neon54 Casino Team

Dear Neon54 Casino, thank you very much for the update!

Dear Kokkiis,

can you please let me know, if you are able to make a withdrawal? Thank you so much

I made withdrawal requests, but they canceled them.

Dear Neon54 Casino,

I hope this message finds you well. I would appreciate it if you could provide clarification regarding the cancellation of the player's withdrawal request. Thank you for your attention to this matter.

Dear Kokkiis,

Thank you for your reply.

However, we would kindly like to inform you that we can see that the withdrawal requests were canceled by.

We forwarded your new withdrawal requests to the relevant department and expect the finalization as soon as possible.

Thank you for your understanding.

Kind regards,

Neon54 Casino Team

Dear Neon54 Casino, Thank you for providing the update! We would greatly appreciate it if you could keep us informed about the progress moving forward.

Dear Kokkiis,

We are happy to inform you that your payment has been successfully complete.

We thank you for your patience in this case.

Kind regards,

Neon54 Casino Team

Thank you very much Neon54 Casino for the good news!

Dear Kokkiis

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear Kokkiis,

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.

Hi! Thank you, money received.

Oh Kokkiis, Wonderful!

I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.