The player from Latvia had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The player reported that support agents had abruptly ended live chat sessions and refused to provide information about his €1,200 withdrawal, alleging bad faith and stalling. The complaint was marked as resolved by the player, and we acknowledged the resolution and closed the case accordingly.
Neon54 Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,200
Neon54 Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
I am filing a complaint against Neon54 Casino for delaying my withdrawals totaling €1,200.
My first withdrawal request was made on Sunday, Jan 26th. Despite their terms stating a 3-business-day processing window, the funds are still 'Under review'.
I played with a 200% bonus and I have strictly followed all terms and conditions. I have successfully completed all wagering requirements. The casino has not requested any KYC documents from me yet, and there are no pending verification requests in my profile. I am ready to provide all necessary documents immediately, but the casino is simply keeping my withdrawals 'Under review' without asking for anything or processing the payment. This is a clear stalling tactic."
I have contacted live support multiple times. Today (Jan 29th), an agent named Kylie assured me that my case was moved to 'Priority' status, yet no action has been taken. It has been over 3 working days, and the casino is clearly stalling the payment of my winnings. I request CasinoGuru's assistance in getting my funds released.
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2 months 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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2 months ago
Dear MARTSD97,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 months ago
The situation has escalated. Two different support agents have now abruptly ended my live chat sessions today as soon as I asked for status updates on my €1,200 withdrawal. They are refusing to provide any information and are literally running away from the conversation. This is clear evidence of bad faith and systematic stalling."
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2 months ago
To be specific about the agents involved: Coco, Sia, and Guilherme all repeatedly promised that my €1,200 withdrawal was being 'expedited' and treated as a 'priority'. It is now clear these were scripted lies to keep me quiet. Most recently, agent Guilherme refused to provide a reference number for my request and abruptly terminated the chat. This isn't just a delay; it's a deliberate attempt by specific staff members to avoid processing a legitimate win
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2 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 MARTSD97,
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,
Karla
