Neon54 Casino - Pelaajan tiliä ei ole suljettu.

Ladies and Gentlemen

Please help me. My account has not been closed since August 28th 2025. Even after several emails, I am only provided with a VIP manager.

Please help

Sehr geehrte Damen und Herren

Bitte um eure Hilfe Account wird seit dem 28.08.2025 nicht geschlossen auch nach mehreren Email wird mir nur ein vip Manager zu Verfügung gestellt

Bitte um eure Mithilfe

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

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.

Dear Veronika, thank you very much for the quick reply. Unfortunately, I selected the wrong casino. The other casino is also called neon54. I will resubmit it.

Kind regards, B.

Libe Veronika viel dank für die schnelle Antwort leider habe ich das falsche casino ausgewählt das andere casino heißt auch neon54 ich werde es neu einreichen

Mit freundlichen Grüßen B.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear besarion,

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

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear besarion,

Please note that we are not able to publish the same complaint twice. Could you kindly send me the link to the casino your complaint is about so that we can update it accordingly?

Also, please do not mark your complaint as resolved if your issue is still ongoing, as this may prevent us from assisting you further.

https://762342neon54.com/de/

Dear Veronika please change the date above Summary of cases

It says 28 August 2023

It must be 28 August 2025

Libe Veronika bitte das Datum oben ändern Zusammenfassung der Fälle

Da steht 28 August 2023

Es muss stehen 28 august 2025

Dear Veronika, this is the homepage of neon 54. I hope the casino described above is correct.

Libe Veronika das ist die Startseite von neon 54 ich hoffe das oben beschriebene casino richtig ist

Thank you for your responses. This is indeed the correct casino; we only need to update the logo in our review, as it has recently changed. I’ve already informed our Data department of this request.

Just to clarify, am I correct in understanding that your account has not yet been permanently self-excluded?

When was the last time you received a response from the casino, and have you already confirmed your decision to permanently block your account with them?

The last answer came yesterday

But they don't want to close it so I lose more after 29.08.2025 T&Cs 24 not complied with I have already lost 1550 euros total loss is just under 1800 euros

I have written to the casino several times but unfortunately without success

Die letz Antwort kam gestern

Aber die wollen es nicht schließen damit ich mehr verliere nach dem 29.08.2025 AGB 24 nicht eingehalten habe ich 1550 euro schon verloren gesamt verlust liegt knapp bei 1800 euro

Ich habe mehrmals das casino angeschrieben leider ohne Ergebnis

Please forward me all the emails you received from the casino from the moment you requested to be self-excluded for the first time at veronika.f@casino.guru. Thank you for your cooperation.

Dear Veronika, unfortunately I only got one answer. I deleted the email and uploaded the screenshot above.

Libe Veronika ich habe leider nur eine Antwort bekommen die Email habe ich gelöscht Screenshot habe obe hochgeladen

Dear Veronika, I have sent you all the emails I have

Libe Veronika ich habe ihnen alle Emails geschickt die ich habe

Hello besarion,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your emails. I am glad to hear that your account has been closed. Regarding the deposits of 1530€, could you please specify when exactly you deposited this amount to the casino? Was it a single deposit, or several smaller deposits?

More deposits

Mere Einzahlungen

After 29.08.2025 I paid the

Nach dem 29.08.2025 habe ich das eingezahlt

Above in screenshot shown deposits

Oben in Screenshot zu sehen Einzahlungen

Thank you very much, besarion, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much Veronika for the support

Vielen lieben Dank Veronika für die Unterstützung

Hello besarion, 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.

Hello Matej First of all thank you for the quick attitude of you I have all relevant 4 different emails that I received from Casiono also sent from vip manager to Veronika 4 different people from Neon 54 wrote to me which is of course a confusion

Hallo Matej Erst mal danke für die schnelle Einstellung von ihnen ich habe alle relevanten 4 verschiedene Email die ich von Casiono bekommen habe auch von vip Manager an Veronika gesendet mich haben 4 verschiedene Personen von Neon 54 angeschrieben was natürlich ein durcheinander ist

Dear besarion,

Thank you for sharing these details with us.

We are currently in the process of gathering all relevant information regarding your case, including the communications you have mentioned.

As soon as we have the complete overview, we will provide you with a detailed response and update directly here on the forum.

We truly appreciate your patience and cooperation in the meantime.

Kind regards,

Neon54 Casino Team

Dear besarion, everything you have sent to Veronika has been uploaded for me as evidence, so no need to re-send it again. :) Let's hope the casino come back quickly with their findings, so we can get this complaint resolved.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear besarion,

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,

Matej