Neonix Casino - Player’s withdrawal has been confiscated.

I have been on this casino website some time and upon checking my records and their records I have deposited nearly £10,000 without making a single withdrawal. You Amy say unlucky or myself being greedy.

Anyways, yesterday evening I made a deposit on their website not using any bonus what so ever. So there is no dispute regarding wagering amount.

I eventually got my funds up to nearly £7000 before I put a limit onto the account preventing me from losing the money.

I then conducted a withdrawal of £6000. And to my amazement this morning I woke up to find an email stating I had breached their rules and regulations and they'd removed all my funds and left me with my initial deposit of £300.

I questioned this and they stated that within their rules a player cannot wager more than £50 in one single bet. I never did this.

What I did do was buy bonus buys in excess of this £50 limit and eventually built my money up.

At no point did the casino stop me from doing this. Which youd expect if the casino was genuine. Like I tried to wager more money after putting the block on the account but their system refused me to do this.

The most surprising thing was that during my time I've been on the casino. I've bought bonus buys in the past in excess of £50 and this matter has never been raised before or pointed out to me. They have not done this as those bets were losers. But now I've won funds, they're refusing to pay out.

I've asked for past history of bets over £50 as theoretically those bets were void bets as no matter if I won or lost. And they should be returned back to me. But at present they have refused me this information.

If a casino allows you to place bets above which is stated within their terms and conditions. They should either contact you or stop the payments from taking place.

It's a total scam.

Dear darrellrotherham2017,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Neonix Casino.

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

• Do I understand correctly the winnings come from a real money deposit, without any promotional money? (match bonus, free chips, free spins)
• Could you please confirm when was the last time you participated in any promotion and when exactly you made the deposit that led to your win?
• Could you please share the communication from the casino with the allegations against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi, I have sent you an email with all the information you require. This should explain in detail the situation thanks

Thanks for your reply.

I apologize but the chat transcript couldn't be opened.

Could you please forward it in another format or if you have other communication saved between you and casino support please forward it to my email at [email protected]

to whom this may concern,

As you are aware I recently tried to make a withdrawal of £6,000 after spending £9,768 since joining your service.

These funds were refused on the basis that i wagered in excess of £50 which is stated within your terms and condition. (Please see below)

5.2 For Table Games or Live Games maximum bet is 250 EUR or its equivalents according to the casino exchange rates.

5.3 For Slots Games maximum bet is 50 EUR or its equivalents according to the casino exchange rates.

Since I have joined your site I have not once been asked to confirm my identity and have not been asked to produce any other kind of documents. please see below one of your terms and conditions.

4.4.Documents to verify the identity information received will be requested from the Player if and when there is considered to be risk or uncertainty about the information provided and prior to any payment in excess of EUR 2,000 per occasion or when payments to the account are made in excess of EUR 2,000 and to all payment out. These documents shall include, to the extent permitted under the relevant data protection regulations: A copy of a valid identity card or passport; Proof of address;

Now if your company were following your own terms and conditions, then i would have effectively saved myself £7,768 as you wouldnt / shouldnt have allowed me to continue gambling without this verification being checked.

Now since checking my betting history I have noticed that since joining your site i have made a total of 221 bets above the £50. these wagered bets totsalled £12,563.

58 bets were made in 2024 totalling £5763

163 bets were made in 2025 totalling £6800

The very first bet I made above this limit was on 09/08/2024 at 23.28 hours in the evening and this bet was for £99.

Firstly I am rather concerned that when I made the first bet above this limit your system has allowed me to place this bet when your colleague kindly informed me that should i try to make such a bet then your system would not accept the bet. (please see attached transcript from 15/02/2025)

Secondly i am concerned that your website is giving customers false information. (please see below)

What is Reality Check?

Getting caught up is easy when you are having fun, therefore we will send you an hourly notification in-game to remind you of how much you have spent at the Casino. Regardless of how many games you are playing at the same time, the message will let you know where you are at. This is meant to provide some time to reflect on your bets and perhaps consider pausing play for a while.

Seeing as I have played your system for quite some time I am rather alarmed that not one single occasion have I ever seen such a message appear on the screen. And I am wondering why I have not seen this particular message before.

Please see a couple of questions listed below that I would kindly like answering please.

1 . How much does a player have to wager before they are asked to confirm their identity? As i have spent nearly £10,000 and not once have I been asked for this and the only reason I verified myself was to make a withdrawal.

2. If a player wagers in excess of the £50 should the system pick up on this and the bet be closed like it does if you are playing with a bonus. e.g the max bet whilst using a bonus is say £10. If you try to bet in excess of this the system shuts the game down.

3. If a player bets £100 on a spin and that bet is lost, who would keep the £100? would this be kept by the casino or would the funds be returned back to the player as effectively it is a void bet as no winning can be claimed from it.

4. If a player continues to bet above this limit would they be contacted by their VIP representative as they have a duty of care towards their players?

5. Why has no one ever asked me for verification when I approached the £2,000 mark as stated within your terms?

please see attached second part of email

6. What has happened to the losing bet money which was wagered in 2024? if there is no chance of winning on the bets then the bets should be void and the money be returned to me?

if you as a casino are intending to keep this money, wouldn't you say you are breaching your own terms and conditions.

9.2 The Casino has zero tolerance to advantage play. Any player who will try to gain advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:

So a question i am raising now is, why if a player makes a bet in excess of this limit they have clearly not read the terms and conditions or have misunderstood and you as a casino have a duty of care to the place to inform them of such bets. (please see below).

9.7 All transactions made by players on our site are checked to prevent money laundering and all other illegal activity.

By not informing the players of this you are clearly taking an unfair advantage over the player as there is no real prospect of them keeping any of their winning from the excess therefore again, you are breaking your own rules and committing criminal offences. (please see below)

9.1.2 development of strategies aimed at gaining of unfair winnings;

9.1.3 fraudulent actions against other online casinos or payment providers;

9.1.6 taking part in any criminal activities including money laundering and any offense with criminal repercussions;

9.3 The Company reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player, other online gaming or gambling operators, other online service providers and banks, credit card companies, electronic payment providers or other financial institutions of Your identity and of any suspected unlawful or improper activity, and You agree to cooperate fully with us to investigate any such activity.

Please see below part of your terms and conditions.

8.4. We will not be liable for any breach of these Terms resulting from circumstances beyond our reasonable control.

Now you would argue the above information is incorrect as they are not beyond your reasonable control as you are fully aware that you can put wagering limits on your system as you do this when someone is using bonus funds. If a player exceeds the £10 max on bonus funds then the game is terminated and the game is closed down and nothing is deducted from the players balance. But instead you allow players to bet in excess on the hope that they lose their money so that you can keep their wager. This is clearly unfair and you as a casino are acting in bad faith.

If a player places a bet whereby he cannot gain from it, the bet should be void and the money returned to the player. instead you don't notify players, keep their funds which constitutes fraud and you are breaching the below rule effectively.

9.12 If You suspect a person is colluding, cheating or undertaking a fraudulent activity, please report via email: [email protected]

Please see below another rule from your website.

2.6 If the dispute is not resolved on the casino management level, You can contact any independent body, gaming authority or licensing regulator listed on the Website.

I have spoken with one of your live chat agents (transcript attached) and asked them for the details surrounding the above to which they could not provide me with an answer. Again, surely staff are aware of the terms and conditions.

If you have read the above and understood the information to which has all come from your website. You would strongly agree that there are some fundamental errors with the information you provide to your customers.

You are not adhering to your own terms and conditions and you do not have the correct procedures in place to protect the customers when these issues should and can be put into place. you are clearly taking an unfair advantage over the customers and not taking the correct measures to protect them when you have a duty of care towards them.

Now seeing as I have raised a number of issues relating to my account and the fundamental flaws relating to your casino. I am trying to come to a settlement relating to my recent withdrawal.

please see last part of email

Now seeing as I have raised a number of issues relating to my account and the fundamental flaws relating to your casino. I am trying to come to a settlement relating to my recent withdrawal.

1. Honour the withdrawal amount of £6,000 seeing as your system allowed me to make bets above the limit and it was not the first time i have done this either. I would consider this matter closed.

2. refund me with all wagers above the £50 limit as these bets would technically be void bets. total amount £12,563.

3. refund me with all my deposits seeing as you have failed me on levels and not followed procedure and guidelines. totalling £9,768

4. A refund of £7,768 as I should not have been allowed to make a deposit above £2,000 until I was verified if you adhered to your own terms and conditions.

If you fail to come to an agreement with regards the above and you still refuse to assist me. I would have no other option to take the evidence I have to the Government of Curacao and report the said matters.

I will also have no hesitation in reporting this matter to the police and the banking system to inform them that my transactions were fraudulent as the information I was given was misleading and unfair.

Here is a list of things you have failed me in whilst using your casino website.

1. failed to identify a betting pattern which breached terms and conditions and you allowed them to continue as long as they are losing bets.

2. failed to protect a players welfare by not monitoring betting patterns and allowing them to breach these terms knowing full well the play would not be able to win.

3. keeping money belonging to customers from bets which were effectively void bets as there was no real prospect of winning.

4. You as a casino are obtaining an unfair advantage to such bets as you are not informing customers of the impossibility of winning when making such bets and you have failed to put into place reasonable procedures to protect the customer. i.e weagering limits.

5. breached numerous terms and conditions from within your website.

6. failed to act in good faith between yourself and the customer.

7 . failed to monitor wagering amounts made by the customer.

8. fail to give customers correct and up to date information.

I will look forward to hearing from you in the near future with the resolution.

Kind regards Darrell ****

Dear darrellrotherham2017,

The chat transcript which you included as an attachment in your email from February 15th couldn't be opened.

Could you please forward it to the form we can access and review?

Could you please share any relevant communication between you and casino support regarding the issue?

My email is [email protected]

Thanks in advance for your cooperation.

Dear darrellrotherham2017,

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.

i have sent a couple of emails

Hi, yes the email is from the website representative.

And some money I've deposited has been done by my business account.

Also, am I correct in thinking that the company doesn't have a UK gaming licence ? Therefore is operating without a licence.

Thanks for your patience.

The casino seems to be operating without a valid license based on the information from our review supplied by our data team.

Could you please explain if you are the beneficiary of the funds you deposited from the business account?

Please check the contract for the bank account and let me know. If you aren't listed as a beneficiary of the fund on the account, we might not be able to confront the casino regarding the payout of your winnings, regardless of our opinion about the initial issue described in your complaint.

I appreciate your cooperation in this matter.

Dear darrellrotherham2017,

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,

Yes I am the beneficiary. The account is in the business name and I am listed as a director of the company.

Thanks

Thank you very much, darrellrotherham2017, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Ok thank you.

Dear darrellrotherham2017,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Unfortunately, it appears that the casino you’ve chosen has a low safety rating and a poor track record when it comes to addressing customer complaints. While the chances of receiving a favorable response from them are slim, I’ve reached out to their official support team via email to request assistance with your issue. I’m currently awaiting their response and will keep you updated.

Thank you for your understanding and patience.

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

hi, no no reply so far from them. have you had replies off this casino before previously

Dear darrellrotherham2017,

I have repeatedly tried to contact Neonix Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo