Neon54 Casino - Player seeks closure after account failure to self-exclude.

On 27 October 2025 at 2:37 a.m., I emailed Neon54 Casino requesting immediate self-exclusion and account closure for responsible-gambling reasons. I first raised the issue via live chat, where I was told to send the request by email. I have a screenshot of the chat and the email with timestamps proving this.

Despite this clear and documented request, my account remained active for several days. The casino continued to accept deposits and bets, resulting in further significant losses that would have been avoided had my self-exclusion been processed promptly.

This represents a serious failure of duty under responsible-gambling obligations. Once a player requests self-exclusion, the operator must take immediate action or suspend the account pending review. Ignoring such a request and allowing gambling to continue is unconscionable conduct and breaches both industry standards and the casino’s own responsible-gaming policy.

I have repeatedly followed up by email and received no response.

Requested Resolution:

A full or partial refund of all losses incurred after 27 October 2025 2:37 a.m. (the time of my self-exclusion request).

Immediate permanent closure of my account across all Neon54-related brands.

Confirmation of the casino’s licensing and mediation authority contact for formal escalation (e.g., Curacao eGaming or other).

Please treat this complaint as urgent and provide acknowledgment within seven days, or I will escalate it to the relevant regulator and Casino Guru’s ADR team.

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 sorry to hear about your negative experience with Neon54 Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
• Could you please share the responses you received from the casino, if there are any? Please send the information to my email at tomas@casino.guru
• Could you please advise when the last time the casino allowed you to deposit was?
• Has the casino responded to your refund request already? What did the casino reply?

As the next step, I would recommend that you send another request to the casino's support email: support@neon54.com, but this time, include me in the copy of your email and keep me informed about any further developments.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Neon54 Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Dear Tomas,

Thank you very much for your message and for helping me with this matter. Please find my detailed responses below.

1. Account Status

My Neon54 account has not been blocked. It currently shows as "under review," but I still have access and can log in. This status was applied after my self-exclusion and refund requests, not immediately after I contacted them at 27 Oct 2:37am (only after the deposits and losses made)

2. Contact with Live Chat

Yes — I contacted live chat both before and after sending my self-exclusion email on 27 October 2025 at 2:37 AM (AEST). In both chats, I requested that my account be closed for responsible-gambling reasons. The agents did not take any action or escalate my request.

3. Proof of Self-Exclusion Request & Casino Responses

I have clear evidence of my 2:37 AM self-exclusion email and screenshots of my live-chat requests made around the same time. I will forward these directly to you at tomas@casino.guru for verification.

So far, the casino has not provided any proper response to my exclusion or refund communications.

4. Last Deposit Accepted

The last deposit was accepted at approximately 3:51 PM (AEST) on 27 October 2025, many hours after my initial self-exclusion email.

In total, $1781 AUD was deposited successfully that day across PlayID and Neon54.

5. Casino’s Response to Refund Request

Neon54 has not replied to any of my refund requests, despite repeated follow-ups.

Thanks for your reply and the information provided in the thread and via email.

• Have you received any confirmation of the self-exclusion since your last post?
• Do you still have access to your player's account currently?

Please let me know.

Have you received any confirmation of the self-exclusion since your last post?

No I have had no contact from the casino they have completely ignored me since

Do you still have access to your player's account currently?

No but it does not say self excluded it just says contact customer service

Dear willp1,

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, Matej (matej.l@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,

Tomas

Hello willp1, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Neon54 Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear willp1,

Thank you for reaching out to us.

We would kindly like to inform you that your account has been closed in less than 24h after your request.

Please note that in this case no refund is available for your account.

We would kindly like to draw your attention to the following terms and conditions:

4.1 :  By opening an account on our Website and by using our Website you warrant that:

(...)

you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;

(...)

you fully understand and accept the fact that there is a possibility of monetary loss while using our services;

(...)

Furthermore, we would like to kindly draw your attention to the following article from our Terms and Conditions:

 

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

We hope this helps to clarify the case.

Dear Matej,

We would kindly like to ask you to check your emails where we provided you with further information regarding this case.

Please don't hesitate to contact us in case of further questions.

Kind regards,

Neon54 Casino

Dear Neon54 Casino, thank you for the quick response. Could you please confirm, that the account has been closed permanently, with no option for reopening, marked as "gambling addict" and that the player will not be able to re-register using his credentials? And could you also confirm, that any and all marketing communication via e-mail and/or SMS will cease? Thank you.

Dear Matej,

Thank you for your reply.

Please be informed that the account has been permanently closed ,all communication is banned and player will not be able to create another account with his email address.

Kind regards,

Neon54 Casino

I am formally escalating this matter. The statements made by Neon54 do not align with the actual timeline, evidence, or the responsible gambling obligations required under your licence.

1. The timeline you provided is not accurate

I contacted Neon54 multiple times through webchat, both before and after my formal self-exclusion email sent on 27 October at 2:37am.

I have:

Screenshots of the live chat where I requested account closure and responsible gambling assistance

The initial self-exclusion email

Several follow-up emails over the next days

No responses from the casino during that period

Full access to my account the entire time, including the ability to deposit and place bets

Bonus and promotional offers sent to me during this period

This was not the first time I had asked Neon54 for responsible gambling help or closure, and my requests were still ignored.

Your claim that the account was closed "within 24 hours" is provably incorrect.

2. Neon54 is not meeting its responsible gambling obligations under its Curaçao licence

Neon54 operates under the Antillephone Curaçao licence 8048/JAZ.

Under that licence, the responsible gambling requirements state:

A self-exclusion request must trigger immediate action

Account access should be suspended right away or within a reasonable, short window

Operators may not continue to accept bets or deposits after a player declares harm, asks for closure, or requests exclusion

Operators must not send marketing or bonus offers after receiving a request for exclusion

Operators must maintain an effective and accessible self-exclusion system

Continuing to allow gambling after receiving a responsible gambling request is a violation of due-care obligations

These requirements can be found in Antillephone’s Responsible Gaming Framework and in guidance from the Curaçao Gaming Control Board. What occurred in my case clearly breaches those standards.

3. Your Terms and Conditions do not override responsible gambling laws

Quoting clauses such as "no refunds after betting" or "you confirm you do not have an addiction" is not a defence when the casino has already been placed on notice about gambling harm.

Once a player asks for exclusion or declares issues with gambling, the operator has a shared responsibility to prevent further losses. Responsible gambling obligations override general T&Cs.

4. I was encouraged to continue gambling after my exclusion request

Even after I asked for self-exclusion:

My account stayed open

Bonuses were sent to me

Marketing emails continued

Deposits were still accepted

Bets were still accepted

This is extremely serious and directly contradicts responsible gambling requirements.

5. If this matter is not resolved, I will escalate it to the licensing authority and proceed with formal discovery

Unless a reasonable settlement is reached, I will be escalating the matter to:

Curaçao Gaming Control Board (complaints@gamingcontrolboard.org)

Antillephone Licence 8048/JAZ complaints (complaints@curacao-egaming.com)

Casino Guru’s ADR service

If necessary, I will also take legal action. During discovery, Neon54 will be required to disclose:

Internal responsible gambling logs

All timestamps of my requests

Chat transcripts

Staff actions regarding my exclusion request

Any marketing and bonus activity sent after my request

Internal policy documents

Any internal assessments related to my case

Any prior similar cases

These disclosures will show clearly whether responsible gambling protocols were followed.

6. Requested resolution

I am requesting:

A refund or partial refund of all losses that occurred after my first responsible gambling request on 27 October at 2:37am

Confirmation of permanent self-exclusion across all associated brands

Confirmation of the casino’s licensing and mediation authority

If this is not resolved promptly, I will escalate it fully through the regulator and court processes.

I am prepared to provide all evidence privately to Casino Guru upon request.

Dear willp1, please allow me to put couple of misunderstandings right, before we continue:

Your claim that the account was closed "within 24 hours" is provably incorrect.

Nowhere in the casino's T&C or Responsible Gambling page is it stated, that the account will be closed within 24 hours. Although Casino Guru also takes gambling addiction extremely seriously, we understand that certain internal procedures and checks need to follow self-exclusion requests, to ensure all is done correctly and the request has been made by the actual account holder. What is stated in T&C/Responsible Gambling page though, is that self-exclusion has to be requested via e-mail, not the live chat. Therefore any requests made via live chat are not valid evidence in this case. If you have any e-mails showing you repeatedly trying to self-exclude due to gambling addiction and casino ignoring you, please send them to me at matej.l@casino.guru for investigation.

Neon54 operates under the Antillephone Curaçao licence 8048/JAZ.

This authority ceased existing in November 2024. This casino is now licensed by Anjouan Gaming Authority, as is stated in the footer of the page, where the validator is being shown.

A refund or partial refund of all losses that occurred after my first responsible gambling request on 27 October at 2:37am

That would be considered "free betting" which is against fair gambling rules. It is impossible to instantly block an account due to the legal checks required (as mentioned at the top of this message), and this would allow players to: create an account in the casino, request self-exclusion, instantly deposit money and then either withdraw their winnings upon account closure, or request the deposits back for "late" account closure. Since Casino Guru is striving to be fair to both players and the casinos, we do not condone free betting. However, if it is proven that the account has been closed after what we consider a "reasonable time", we'll do all we can to ensure you get your deposits back.

Therefore, if you have evidence of casino ignoring your requests for self-exclusion due to gambling addiction, please either upload it with your next response, or e-mail it to me directly at matej.l@casino.guru and I will have a look ASAP.

As a next step, I would also recommend clicking the Anjouan licensing validator in the footer of the front page, and scroll down. You should see a "Request Self-exclusion" button. Click it, follow the instruction and that should exclude you in any Anjouan licensed casinos, which is something that can be helpful in your situation. Thank you.

Please be informed that the account has been permanently closed ,all communication is banned and player will not be able to create another account with his email address.

Dear Neon54 Casino, could you please confirm the player's credentials have been blocked as well? Creating new e-mail address takes about 5 minutes, but the registration form also requires personal details to be entered. Those needs to be blocked as well to fully prevent the player from re-registering a new account. Thank you.

Thank you for your reply. I want to clarify several points because the way the situation is being interpreted does not reflect what actually happened, nor the level of effort I made to stop myself from gambling.

1. Multiple avenues of requesting help were ignored

I took several different steps to try to stop gambling. Including webchat requests and a formal email sent on 27 October at 2:37am, followed by additional reminders.

I am not arguing that chat alone should have triggered a permanent exclusion. What I am saying is that staff had clear notice, through several channels, that I was trying urgently to self-exclude. Any reasonable operator, especially one licensed under Anjouan, should recognise this pattern and act immediately to safeguard the player.

The issue is not that one method "did or didn’t count."

The issue is that none of the methods resulted in timely action, and no temporary hold or deposit freeze was placed on my account while you verified the request.

2. This is not "free betting," and the comparison is misleading

I am not asking for anything resembling exploitation, nor am I seeking a full refund.

If I were attempting to exploit a delay, I would be demanding all losses be returned and pushing for regulatory action on "unconscionable conduct."

That is not what I’m doing.

I am asking for a fair, reasonable partial refund for the period where my repeated attempts to stop gambling were ignored. This is well within normal dispute-resolution practices and is based on the casino’s failure to act on a legitimate RG request.

3. A reasonable timeframe was not met

It is undisputed that I sent the required email.

It is also undisputed that the casino:

did not respond,

allowed further deposits,

allowed ongoing gambling activity,

and even sent promotional material.

Under Anjouan Gaming Authority licensing standards, operators are expected to:

act promptly on any indication of gambling harm,

suspend or limit account functionality during verification,

avoid continued marketing or promotional contact where a player has expressed harm or a desire to stop.

Allowing continued play for days after a self-exclusion request is not compatible with this.

4. The context matters — this wasn’t a single request

This was not the first time I had asked for help or closure.

There were earlier chat sessions where I raised concerns about my gambling and asked for assistance. Staff had more than enough information to understand the seriousness of the situation, yet the account remained active.

Any RG-trained team should recognise multiple pleas for help as a sign of acute risk, regardless of which communication channel captured it first.

5. What I am seeking

I’m not asking for special treatment, nor am I trying to shift full responsibility.

I am looking for:

an acknowledgment that the casino did not act promptly,

a partial acceptance of responsibility,

and a partial refund of losses incurred after the 27 October 2:37am request.

This is a balanced and reasonable position.

It reflects shared responsibility not an attempt to absolve myself of my choices, but to hold the operator accountable for delays that should not have occurred.

6. Next steps

If Neon54 does not want to resolve this amicably, I will escalate to the Anjouan authority and request:

internal logs of when my email was received,

timestamps of all activity accepted after the RG request,

copies of promotional messages sent after the request,

and your responsible gambling workflow for handling exclusion requests.

I would prefer not to go down the regulatory route, but I am prepared to do so if needed.

Again, I am seeking a fair settlement not a windfall, not exploitation.

Just a reasonable partial refund and acknowledgement that the casino did not handle my attempts to stop in a timely or responsible manner.

Dear willp1,

Thank you for your reply.

We are deeply sorry to hear about your situation.

However we would kindly like to point out that your account was opened on the 26.10.2025 and closed on the 28.10.2025.

We would also like to inform you that we informed you in the chat that the closure request has to be made via email and we provided you with the according email address in order to support you in the best way possible.

Additionally please note that already in the chat you were provided with several links to help organizations for your situation.

Furthermore we would like to inform you that the only email we received with your closure request was on the 27th.10 following that the account was closed in less that 24hours.

We hope this helps to clarify the case.

Dear Matej,

We would kindly like to inform you that we are looking into the possibility to ban the player by his name and birthdate. We will inform you as soon as possible about further updates.

The email address is completey blocked already.

Kind regards,

Neon54 Casino

Dear Matej,

We would kindly like to inform you that we blogged the players credentials in order to avoid him creating a new account.

Kind regards,

Neon54 Casino

Dear Neon54 Casino, thank you very much for the confirmation. Since the account and the player's credentials have been permanently blocked, there is nothing more I can ask for in regards to this case. Thank you for your time and cooperation.

Dear willp1, as per your own evidence, the gambling addiction has been mentioned via proper channel (e-mail) on 27th October. The casino has blocked your account on 28th October, which is still well within a reasonable time frame for self-exclusion. From this end the casino acted promptly, and as it was confirmed in the post above, your account has been blocked, with no option for reopening and you will not be able to re-register either. The self-exclusion process has been completed, and it was completed in time.

Regarding the refund, unfortunately as I mentioned before, I am unable to request any on your behalf. I can only request a refund, if the casino does not close the account within reasonable time, and allows the player to continue gambling. Anything gambled between self-exclusion request and the reasonable time of closure is non-refundable. Since you would be eligible to keep any winnings if you won big during this time, we cannot consider these deposits for a refund as that would be classed as the above mentioned free betting (either keep big winnings or get a refund, thus have no chance to lose money which is called no-risk betting or free betting).

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding, and I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Last but not least, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.