The player from Italy faces recurring withdrawal cancellations: two recent withdrawals are canceled with the casino claiming his bank rejected them, while his bank confirms receipt and no issues. He provides cancellation documentation and requests help resolving the blocked withdrawals and recovering his winnings.
Neon54 Casino - Player’s withdrawal request has been cancelled.
Opened
Current status
Waiting for casino to reply
2d 4h 3m 28s
Neon54 Casino
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
Good morning, this is the second time they canceled my withdrawal without any reason, they say that it is my bank that rejects it, it is not true because I spoke to them and they tell me that there are no problems as they received it, another time, then if you remember there was another complaint thanks to you I always resolve with this mess.
I attach a copy of the cancellation.
Thank you and I hope you can solve my problem this time too.
Greetings
Damiani
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1 month 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 month ago
Dear Damiani,
Thank you very much for submitting this complaint. I’m sorry to hear that you are experiencing another issue at this casino. Please allow me to ask you a few questions to clarify your situation.
- Have you tried choosing a different payment method for your withdrawal request?
- Have you selected the same payment method that you used successfully for your previous withdrawal?
- Have you contacted customer support to ask about alternative ways to withdraw your winnings?
- When was the last time you communicated with the casino regarding the cancellation of your withdrawal?
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
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1 month ago
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Hi Veronica,
I tried to withdraw money 10 days ago via bank transfer and it was returned.
then I did it again via Mastercard and today that was returned too.
I'll start by saying that it's the same account I made the deposit into. I haven't contacted them because they tell me it's the bank's fault, but that's not true. They did the same thing the other time, and after your intervention, they paid. However, I sent an email to support, and of course they didn't respond.
You think Veronica, there's a certain Goldspyn mess that they'll pay you the next day!
thanks for the assistance
Joseph
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1 month ago
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Hi Veronica,
I tried to withdraw money 10 days ago via bank transfer and it was returned.
then I did it again via Mastercard and today that was returned too.
I'll start by saying that it's the same account I made the deposit into. I haven't contacted them because they tell me it's the bank's fault, but that's not true. They did the same thing the other time, and after your intervention, they paid. However, I sent an email to support, and of course they didn't respond.
You think Veronica, there's a certain Goldspyn mess that they'll pay you the next day!
thanks for the assistance
Joseph
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1 month ago
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Hi Veronika, they cancelled it again today!!
It is impossible to get them to pay, these were the responses from days ago before I made the withdrawal for the second time, the first time I tried with the bank transfer always with the bank that I had made the deposit and it was canceled, then 5 days ago I tried to redo the prekievo with the mastercard that I made the deposit with and this was also canceled as you can see from the photo.
I don't know what to do anymore, thanks Veronika help me
Amelia entered the chat
Amelia
Hello, welcome to our support team. I'm Amelia and I'm happy to assist you with your request.
I absolutely understand how you might feel. Let me see what I can do about it.
Thank you for waiting.
I would like to inform you that in recent days, the finance department has been dealing with isolated cases—yours is not the only one—of bugs related to the progression of withdrawal transactions. I would kindly inform you that they are working as a task force to optimize this minor issue, which unfortunately is causing minor but significant inconvenience.
So it's not my fault
When will I receive it?
Amelia
You will need to wait a few more minutes for it to check.
Don't close the chat please
Thanks again.
OK
Amelia
Please note that generally, the processing time is 3-5 business days for the funds to be released and credited to your account, not including the request date and weekends. You must receive confirmation from the department upon release. In this case, the withdrawals are being processed correctly.
We do our best to pay everything correctly, we ask you to wait for the credit.
as long as they don't cancel it for the third time
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1 month ago
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Withdrawal cancelled for the second time
Giovanna entered the chat
Joan
Hi, I'm Giovanna and I welcome you to customer service.
Don't worry, I'll check your request right away. Please hold the line.
Thank you so much for waiting while I checked your account.
I've checked and it appears that your bank's payment provider has cancelled your previous withdrawal attempts. Please try another withdrawal method.
To withdraw funds, we generally recommend using the Bank Transfer option if your card has an IBAN linked to it.
The first time I did it via bank transfer and it was cancelled anyway and you told me to try with the card and today it was cancelled anyway
Now I've reported it to Casino Guru because you're the ones canceling it!! I even emailed support a week ago and they never responded. You're not serious.
Joan
Don't worry, I understand your point of view and I understand how important this must be to you, so I assure you that I have contacted the relevant department and we will do everything possible to process your request as soon as possible.
I would like to kindly point out that the entire withdrawal process is monitored by the Financial Department, therefore, we agents have no control.
We can only check the status of your withdrawal request.
We are doing our best to assist you with all our commitment!
tell me what i have to do to get my money
You must send this complaint to the department
Joan
I did my best for you and, in my own small way, I immediately left a reminder to resolve your request as soon as possible.
I want to reassure you that, based on an internal audit, the Department is working on your behalf.
I took care to leave an internal reminder note for you.
I'm truly sorry this has caused you any inconvenience and we want to apologize.
How should I withdraw now since I've tried both ways?
Joan
I inform you that you will find all the payment methods illustrated on the Site.
You can check our payments page which you can find on our Site by scrolling down on the main page of the site.
I recommend using a bank transfer as your payment method: it's definitely the safest way to withdraw money, but not the fastest.
I had already done it but it was cancelled anyway
Joan
I invite you to try again Giuseppe.
it's an incredible story
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1 month ago
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Now I have done it again via bank transfer as recommended but I am convinced Veronika that they will cancel this one too
Hello and sorry to bother you.
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1 month ago
Hello Damiani,
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
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1 month ago
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Hi Veronika,
Today they cancelled for the third time.
I don't know what to do anymore
Hello and best wishes
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1 month ago
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Hello Veronika, today again for the 4th time
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1 month ago
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Hi Veronika, there's no way to get the money, withdrawal cancelled for the fifth time.
Hi dear
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1 month ago
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Chat started
This is the fifth time you've cancelled on me.
Malena entered the chat
Malena
Hi, welcome to our support team! I'm Malena and I'm here to help!
Please hold the line while I check your account. Thank you in advance!
I don't know what to do anymore
Malena
I'm very sorry you had to go through this situation.
Let me see how I can help you, I'll get back to you as soon as I can!
Could you please clarify your request in detail so I can assist you better?
I've tried to withdraw my money 5 times and it's always rejected and cancelled. I'm requesting it back using the same method I used to deposit it.
Malena
Thank you for your clarification Giuseppe, I will do everything I can to assist you as best I can!
I kindly ask you for a few moments to carry out the necessary checks.
This story has been going on for a month and I also reported it to CasinoGuru
Malena
Please give me just a moment to report and verify with the appropriate department!
Here I am again, sorry for the wait Giuseppe.
I understand that previous withdrawal attempts have been cancelled by your bank's payment provider, so please try another withdrawal method. To withdraw funds, we generally recommend using the Bank Transfer option if your card has an IBAN linked to it.
Can I assist you with anything else?
My provider didn't cancel anything because I talked to them
Malena
I fully understand your point of view and frustration, but only you or your bank can access this detailed information. We encourage you to contact your bank and ask them for specific information regarding your request! We're always here to assist you as best we can!
If there's anything else I can do, let me know!
and then some time ago I made a withdrawal with the same card and in the end they arrived
Malena
There may be errors in the servers connected to your bank. As indicated, we do not have access to these functions and only you or your bank can verify such requests and/or cancel the transaction. Please try another method so we can further check for any errors or blockages.
Can I do anything else?
Yes yes ok now I'll contact the Postal Police so I can do it faster.
You're a disgusting mess, this story doesn't end here
Malena
I understand very well how you feel and the situation, Mr. Giuseppe, you are absolutely right, you can rest assured that I am on your side.
I always want the best for my customers and for them to have a pleasant experience on our site, however, there are things that are beyond my capabilities, otherwise I would have been happy to help you.
I will, however, raise your criticism within the department and make your voice heard. Listening to my customers is essential to me, as this is the only way to ensure better service.
Can I assist you with anything else?
I wrote to support a thousand times, and as such they never responded!
SHAME
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1 month ago
Dear Damiani
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, Stefan ([email protected]). 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
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1 month ago
Dear Damiani,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Neon54 Casino to join this conversation and assist in addressing the complaint.
Dear Neon54 Casino,
Could you please provide your comments regarding the situation?
Thank you in advance for your cooperation and for sharing any relevant information.
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1 month ago
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Hi Stefan, today it was cancelled again and now I'm doing it again for the sixth or seventh time, I can't remember how many times I've done it anymore.
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1 month ago
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Hi Stefan again
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1 month ago
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Withdrawal cancelled 7 times
Adelaide entered the chat
Adelaide
Hi! I'm Adelaide, and I'd like to welcome you to our Customer Support team. I'll be there to help you today!
WHY'
Adelaide
Please hold on the line while I check your request.
I've been trying to collect for a month
I'm going to the police now, that's enough, I'm fed up!!
Adelaide
I understand your frustration, and I apologize for the inconvenience caused, Giuseppe.
words I've known by heart for a month, no one solving anything
I've been chatting with each of you for a month and I'm tired
I want to report these crooks
with my 500 euros they would buy us all the medicines
Adelaide
We apologize for the situation. In this case, to file a complaint, please send an email to [email protected]
1. Put in the subject line: "COMPLAINMENT: (reason for complaint)"
2. Submit your complaint from your registered email address.
3. Include your account username, which is the email address associated with your account.
4. Provide a detailed description of the problem, any arguments, and your desired solution.
5. List dates and times relevant to the issue, if possible.
Once received, we strive to provide a response within **10 calendar days**.
I'm giving them to you, in fact you wanted them by force
I don't write to anyone anymore, I've done it hundreds of times and no one answers because among other things they are also cowards
It's nice to take other people's money, right??!!
I will try to get this thing into the hands of someone who can shut you down and save other people from criminals.
send him what I told you
Adelaide
Giuseppe, I'm sorry to hear that you didn't have a good experience with us, and I've also forwarded a report regarding this.
who did you send a report to?
Adelaide
To the relevant department. Is there any other way I can help you?
you never helped me with anything
they don't care about you and all of us
it's going to end very badly
I swear
Adelaide
We fully understand your concerns regarding this matter and will be happy to assist you further. However, please note that all relevant information was provided during our conversation.
I really appreciate your understanding and apologize for the inconvenience.
In the meantime, it's important to let you know that we respect both your time and that of other players who may need our assistance. Therefore, I would kindly ask you to conclude our conversation for now.
If you have any further questions or need assistance in the future, please feel free to contact us anytime at [email protected] or via live chat.
Adelaide left the chat
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1 month ago
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Good morning Stefan, today is still cancelled, what do we do?
I'll do it again now
HI
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1 month ago
Dear Damiani,
We want to assure you that we’ve taken note of your withdrawal requests that are getting cancelled.
Our team is reviewing this matter, and we’re working to ensure that you’ll be able to successfully withdraw your funds without issues.
We truly appreciate your patience and understanding, and we'll inform you once the payment is completed.
Kind Regards,
Neon54 Casino Team
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1 month ago
Dear Neon54 Casino,
Thank you for your response and cooperation.
Please keep us updated regarding this matter and let us know once the payment has been successfully processed.
We look forward to your response.
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3 weeks ago
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Stefan Hi,
Impossible, they've cancelled it yet, they don't want to pay me!1
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3 weeks ago
Dear Damiani,
At the moment, we’re carefully checking the technical side to provide you with the most accurate solution. We’ll return to you shortly with a clear update and guidance on how to proceed so that you can complete your withdrawal smoothly.
Thank you for your cooperation and patience.
Kind Regards,
Neon54 Casino Team
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3 weeks ago
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But it's been 2 months and you still cancel on me!!
You will be responsible for what may happen!
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3 weeks ago
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Good morning Stefan,
Why can't it be solved, tell me something please
Thank you
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3 weeks ago
Dear Neon54 Casino Team,
Could you please provide us with an update on the current situation and advise the player on how they may proceed with the withdrawal?
We look forward to your response.
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3 weeks ago
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Hi Stefan, thanks for the reminder, the withdrawal has been in progress since Monday after yet another cancellation, I did another one on Monday, only as you can see the status of the withdrawal is in progress and they will cancel this one soon too.
HI
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3 weeks ago
Dear Damiani,
After a careful review we would like to kindly inform you that your transactions have been declined due to the following errors:
Transaction not permitted to cardholder - This is usually provided when there is a restriction applied to the card, and the requested transaction is not allowed. Some cards are restricted and can only be used for specific purposes which are decided by the card issuer. These restrictions can be related to the region, MCCs or even online payments.
You should contact your card issuer for more information about any processing restrictions on your card.
`Invalid_creditor_account - This indicates the beneficiary account is not valid, which may happen due to: Incorrect account details (IBAN, account number, or sort code entered incorrectly),Inactive or closed account, Unsupported account type.
`General bank decline - The decline is a general response with no specific reason.
We advise you to reach out to the card issuer/bank to see if there are limitations / restrictions before trying again or use an alternative payment method.
Thank you for your patience and cooperation.
Kind Regards,
Neon54 Casino Team
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3 weeks ago
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There are no limitations and everything is in order, you do not want to pay, also because 3 months ago it was successful and without problems on the same IBAN
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3 weeks ago
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Stefan, Neon's response is not true, as I contacted the bank and they told me that there are no restrictions and the IBAN is correct and they did not refuse anything.
What can I do Stefan?
Thank you
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3 weeks ago
Dear Damiani,
I understand how frustrating this situation must be for you. Please rest assured that we are doing our best to resolve the issue as quickly as possible.
I will keep you informed of any updates as soon as there is progress.
Dear Neon54 Casino Team,
The player has confirmed that there are currently no restrictions on their account.
In light of this, I would kindly ask you to proceed with a manual bank transfer to the player’s provided IBAN details in order to complete the withdrawal.
Thank you in advance for your cooperation. We look forward to your response.
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3 weeks ago
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Stefan,
This is my bank's response:
No, there are no restrictions on your account, it cannot be linked to this, your IBAN and your name and surname must be indicated as indicated on your account
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3 weeks ago
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Stefan hello again
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3 weeks ago
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I'm going to kill myself now, it's your fault, remember that!!!
My family has nothing to eat
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3 weeks ago
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Stefan what's happening?
They closed my account and what happened to the 500 euro withdrawal?
Help me Stefan, this thing is driving me crazy.
Thank you my friend
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2 weeks ago
Dear Damiani,
We would like to inform you that we are looking into your withdrawal request.
We would kindly request that you remain patient as we endeavour to complete it as soon as possible.
Thank you for your cooperation.
Kind Regards,
Neon54 Casino Team
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2 weeks ago
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Stefan today 27/1/2026 they cancelled the withdrawal and now I can no longer request it as they blocked my account
HI
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2 weeks ago
Dear Damiani,
We would like to inform you that the payment is declined.
We kindly request to check with your payment provider if your payment method is accepting transactions for us.
Thank you for your cooperation and patience.
Kind Regards,
Neon54 Casino Team
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2 weeks ago
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My bank accepts your payment, but you don't want to do it. You have both the IBAN and the card number. Why are you taking so long?
Stefan please intervene, it's time to end these.
thanks Stefan
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1 week ago
Dear Neon54 Casino,
Thank you for your response and for your continued cooperation.
Could you please provide the player with the ARN of the payment so they can contact their bank and verify whether the payment is being returned or not?
We look forward to your response.
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6 days ago
Dear Stefan,
Our team is reviewing the request and we'll return to you shortly with a clear update.
Thank you for your cooperation.
Kind Regards,
Neon54 Casino Team
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5 days ago
Dear Neon54 Casino,
Thank you for your response and continued cooperation.
We appreciate that your team is currently reviewing the request. We will await your official statement, along with the ARN number, so the player can follow up with their bank accordingly.
We look forward to your update.
