The player from the Netherlands had requested a withdrawal of 40 euros two weeks ago, but had not received the funds. She had contacted customer service multiple times, only to receive repeated apologies for the delay. The Complaints Team had been unable to proceed with the investigation due to her lack of response to inquiries and reminders, which led to the closure of the complaint. The player retained the option to reopen the complaint in the future should she choose to resume communication.
Neonix Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €40
Neonix Casino
Safety Index:LowCase summary
Discussion
Public
Public
7 months ago
Didn't received my withdraw off 40 euro. Contacted the customer service a lot, allways the same answer:
Sorry for the delay, please expact the funds to arive soon.
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7 months ago
Dear Linda-Bouwmeester,
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 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?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? 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,
Dominika
Public
Public
7 months ago
Dear Linda-Bouwmeester,
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.
Public
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7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Dominika
Casino.Guru
