The player from Germany had requested two withdrawals of €500 each on July 17 and July 18, 2025, but had not received the funds after two weeks. Despite receiving confirmation from live chat and email that the payments would be processed within 3-5 business days, he continued to encounter varied responses and delays. The issue was resolved after communication with the Complaints Team, resulting in the player receiving the outstanding funds. The complaint was marked as resolved, and the player was encouraged to provide feedback on the service received.
Neon54 Casino - Player's withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
Neon54 Casino
Safety Index:Very highCase summary
Discussion
Public
Public
5 months ago
Translation
I made two withdrawals, one on July 17, 2025, and another on July 18, 2025, each for €500.
In live chat and via email, I was confirmed that the payment would still be processed and that it would normally only take 3-5 business days, etc. I was always just put off, with varying statements.
Automatic translation:
Public
Public
5 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread. If anything seems suspicious, please contact us directly. Stay safe.
Public
Public
5 months ago
Translation
Hello
I've already made several withdrawals with this provider, at various casino sites, and everything worked. Not at this casino, but everything is the same.
No bonus.
I am verified.
Kind regards
Automatic translation:
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5 months ago
Please forward me all the communication between you and the casino customer support regarding the delay in processing your payments at [email protected], or post screenshots here. Thank you for your patience and cooperation.
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear daplay,
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,
Veronika
