Neon54 Casino - Pelaajan voitot on takavarikoitu.

Greetings,

On October 28, 2025, at 6:03 PM, I deposited €40 into my Neon54 casino account. I then activated a bonus and went into the slot machine to play. I won €555.80. I exited the slot machine, and my account had €579.94. I exited the game, but after a while, I went back in and noticed that my account had €0. I contacted support and they told me that since I had a withdrawal in progress, my bonus had been canceled. It doesn't seem normal to me that first they let me activate it, then I won €555.80, and then it was canceled. Can you please help me? I await your response. Best regards.

Salve,

Sul mio account sul casinò Neon54 il giorno 28 ottobre 2025 alle ore 18:03 avevo depositato 40 euro, poi ho attivato un bonus e sono entrato in slot a giocare, ho vinto 555,80 euro, sono uscito dalla slot e sul conto avevo 579,94, esco dal gioco, dopo un po' rientro e sul conto mi accorgo che ci sono 0 euro, ho contattato l'assistenza e mi hanno detto che dato che ho un prelievo in corso mi è stato annullato il bonus, ma a me non sembra normale che prima me lo fanno attivare, poi vinco 555,80 euro e poi me lo annullano, potete aiutarmi per favore? Resto in attesa di una vostra risposta. Cordiali saluti

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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 describe the timeline of key events in more detail?
• When did you request a payout of your winnings?
• Have you made a deposit in between the events you are describing?
• Have you completed the wagering requirements of the bonus that came with your 40€ deposit?
• What games did you play to accumulate your current balance in the casino? (other than the Games of Olympus slot)
• Could you please share with me your communication with the casino regarding the justification for the confiscation? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hi, I replied via email. My email address is [removed by casino.guru admin]

I look forward to hearing from you.

Best regards

Salve ho risposto tramite email. La mia email è [removed by casino.guru admin]

Resto in attesa di una vostra risposta.

Cordiali saluti

I saw your request to Neon54casino. You wrote that I find the request unreasonable. However, you must clarify that I find the request to zero my account unreasonable, because they made me make a deposit, let me play the slots, and won €555.80. Afterwards, they canceled my bonus and zeroed my account, telling me it was incompatible with the fact that I had a pending withdrawal. I want my money back from them, because they should have been the ones to prevent me from activating the bonus without the ability to deposit and play.

Ho visto la vostra richiesta inviata a Neon54casino, avete scritto che ritengo irragionevole la richiesta, ma dovete precisare che ritengo irragionevole la richiesta di portare il conto a zero, perché mi hanno fatto fare il deposito, mi hanno fatto giocare alla slot, ho vinto 555,80 euro dopodiché mi hanno annullato il bonus e portato il conto a zero dicendomi che era incompatibile con il fatto che avevo un prelievo in corso. Io rivoglio i miei soldi da parte loro, perché dovevano essere loro a non farmi attivare il bonus senza la possibilità di depositare e giocare

Thanks for your replies and the information provided via email.

You previously mentioned that you contacted casino support and were provided an explanation.

Could you please share the chat transcript of your interaction with support regarding the issue?

Send it to my email at tomas@casino.guru for review.

Thanks in advance for your cooperation. I apologize for the inconvenience.

Unfortunately Tomas I didn't take the screenshot

Purtroppo Tomas non ho fatto lo screenshot

Thanks for your reply.

Have you made sure you completed the wagering requirements of the bonus you accepted and played?

Was there any warning that you would forfeit the bonus when you requested a payout from the casino?

Could you please clarify who made the decision to cancel the bonus in your situation?

Looking forward to your reply.

The wagering requirements were a deposit of 40 euros, which I made. There was no warning that I would lose my bonus, and the decision was definitely made by neon54 casino, because as soon as I left the game and then came back in, my account was empty.

I requisiti di scommessa era deposito di 40 euro che ho fatto , non ci stava nessun avviso che che avrei perso il mio bonus, e la decisione è stata presa dal neon54 casinò sicuramente, perché appena sono uscito dal gioco e poi rientrato di nuovo mi sono ritrovato il conto a zero.

Dear VincenzoIorio

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, Kubo (jakub.m@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

That's fine, I'll wait for your colleague. Thank you very much.

Va benissimo aspetterò il suo collega. Grazie mille

Dear VincenzoIorio,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Neon54 Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Neon54 Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Dear Casino Guru,

We can confirm that players bonus was canceled because the wagering requirements were not fully met.

In accordance with our terms and conditions 7.13 :

• Customers attempting to withdraw funds before the wagering requirements are met will have their bonus balance and all winnings derived therefrom voided.

Bonus funds must be played through a specified number of times before they can be withdrawn.

Players attempt to withdraw the bonus balance without completing this requirement resulted in the automatic cancellation of the bonus.

Consequently, there is no active balance on his account.

We encourage player to review the specific terms of the bonus offer for future reference.

If you have any further questions, please do not hesitate to contact us.

Kind Regards,

Neon54 Casino

That's not exactly the case. So, if it wasn't possible to activate a bonus because there was a withdrawal in progress, when I deposited the 40 euros, the system shouldn't have let me activate the bonus. Instead, you made me activate it while playing, and then, since I won more than 500 euros, you cancelled it. I want my money back, period.

Non è proprio così, allora se non era possibile attivare un bonus perché c'era un prelievo in corso, quando ho depositato i 40 euro, il sistema non mi doveva fare attivare il bonus, invece me lo avete fatto attivare giocare e poi dato che ho vinto più di 500 euro allora dopodiché me lo avete annullato, rivoglio i miei soldi punto.

And then when I ever requested a withdrawal of the 500 euros or more I won, you cancelled it, now you're making up all these stories to avoid paying the winnings, by doing so it's a real scam.

E poi quando mai ho richiesto il prelievo dei 500 euro e più vinti, voi me lo avete annullato, ora vi inventate tutte ste storie per non pagare la vincita, così facendo è una truffa vera e propria.

Dear Neon54 Casino,

To proceed with our investigation, could you please provide evidence supporting your claims regarding this issue? Specifically, we kindly request the complete gameplay history for the player from the moment the bonus in question was activated. All relevant actions - including withdrawal requests, bonus activations, and any instances of the bonus balance being voided - should be clearly timestamped and visible in the provided documentation.

Please feel free to send the requested materials to jakub.m@casino.guru.

Thank you for your cooperation.

Dear Kubo,

We have sent the evidence to you via email. Please check your inbox.

Kind Regards,

Neon54 Casino

But what evidence? You made me activate the bonus as soon as I deposited 40 euros, with a withdrawal in progress. You also made me play the slot machine. Then, since I won 500 euros or more, you canceled the bonus. It's a scam in every respect. If you wanted to do things properly, if a withdrawal was in progress, the system shouldn't have let me activate the bonus. Instead, the system didn't block anything.

Ma quali prove, voi mi avete fatto attivare il bonus appena ho depositato 40 euro, con un prelievo in corso, mi avete fatto anche giocare alla slot, poi dato che ho vinto 500 euro e più mi avete annullato il bonus, truffa a tutti gli effetti, se volevate fare le cose per bene, se era in corso un prelievo il sistema non mi doveva fare attivare il bonus, invece il sistema non ha bloccato niente.

Dear Neon54 Casino,

Thank you for your clarification. However, the player states that the wagering requirement for this particular bonus was only 1x the deposit amount, which he believes he has met by wagering €67.80. Could you please confirm whether this wagering requirement is correct?

Thank you.

Dear Casino Guru,

We have confirmed that wager was X35 and added correctly.

The Terms and Conditions are included in the promotional email and are also available in the Bonus section, where the player can view the bonus progress.

Kind Regards,

Neon54 Casino Team

Dear Neon54 Casino,

Could you please clarify whether you have implemented any pop-up or in-game notification to inform players that their bonus will be forfeited upon submitting a withdrawal request, aside from the information provided in the Terms & Conditions?

Thank you in advance for your clarification.

Dear Kubo,

Email has been sent to you with more details.

Kind Regards,

Neon54 Casino Team

Dear Neon54 Casino,

I have responded to your email with a few additional inquiries and look forward to your response.

Thank you for your cooperation.

Dear Casino Guru,

Email has been sent, and your request has been escalated to the relevant department.

Kind Regards,

Neon54 Team

Dear Neon54 Casino,

Thank you for your escalation. I am still awaiting a response from your relevant department.

Dear all,

Please check your emails for more information provided.

Kind Regards,

Neon54 Casino

Hello VincenzoIorio,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

That's fine thank you very much

Va benissimo grazie mille

Dear VincenzoIorio,

I have been contacted by the casino representative, who stated that they intended to refund your initial deposit of €40. Could you please confirm whether you have received this amount?

Thank you.

Dear Casino Guru,

We initially requested the player's bank details on 09.01 and sent a follow-up reminder today, 27.01.

As of now, we have not received a response to either inquiry.

Kind Regards,

Neon54 Team

Dear Kubo, I received an email from them and provided all my details. Then they asked me for my bank details again, which I'm providing again, but I still haven't received the refund. Thank you very much. Best regards.

Caro Kubo ho ricevuto un'email da parte loro e ho dato tutti i dati, poi mi hanno richiesto di nuovo le coordinate bancarie che sto dando di nuovo ma il rimborso ancora non l'ho ricevuto. Grazie mille cordiali saluti

Dear VincenzoIorio,

We sent a follow-up email to you today, 30 January 2026, at 15:26:54.

Please check your inbox or spam folder if it hasn't appeared yet.

As we have not received a response from your side, please reply directly to that email to prevent any further delays in processing your request.

Kind Regards,

Neon54 Team

Dear Neon54,

I replied to you twice with the information you requested, and once I sent you my bank details. If you don't receive the emails, it's not my fault.

Greetings

Caro Neon54,

Vi ho risposto 2 volte ai dati che mi avete richiesto, più una volta vi ho mandato le coordinate bancarie, se non ricevete le email non è colpa mia.

Saluti

Hello VincenzoIorio,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Neon54 Casino,

Could you please confirm whether you have received the player’s email containing the requested details?

Thank you in advance for your confirmation.

Dear Casino Guru,

Despite multiple outreach attempts on 09.01, 27.01, and 30.01, the player has failed to provide a response.

Furthermore, a review of our alternative communication channels confirms that no correspondence has been received from the player to date.

We sent an additional communication today (13.02) to the player's registered email.

The player is encouraged to check all folders, including spam, to ensure they have received our latest update.

Kind Regards,

Neon54 Team

Kubo Neon54 is playing too many games. I've sent emails with my bank details three times, and now I've received another email asking for my bank details. Why don't they look at previous emails? I'm fed up. I'm waiting for your response.

Greetings

Kubo Neon54 sta facendo troppi giochetti, ho inviato email con i dati bancari 3 volte, adesso mi è arrivata un'altra email che mi chiedono le coordinate bancarie, perché non si guardano le email precedenti mi hanno stufato. Resto in attesa di una tua risposta.

Saluti

Dear Neon54, you've really bored me. To refund 40 euros, you're making a huge fuss. You've asked me for my details three times, and I've replied to you three times by email. Look at the previous emails, but aren't you ashamed of working like this?

Caro Neon54 mi avete davvero stufato, per rimborsare 40 euro state facendo una storia enorme, 3 volte mi avete chiesto le coordinate e 3 volte vi ho risposto tramite email, guardate le email precedenti, ma non vi vergognate a lavorare in questo modo boh.

Kubo where can I send you the answers that I sent via email with my data that I sent to Neon54 for the credit, because they really pissed me off, every time they ask me for this data, that's enough

Kubo dove posso mandarti le risposte che ho inviato tramite email con i miei dati che ho inviato a Neon54 per l'accredito, perché davvero mi hanno rotto, ogni volta che mi chiedono sto dati basta

Dear Casino Guru,

Kubo has been notified of the missing correspondence via the attached documentation.

We have also advised on the next steps to proceed with this case.

Kind Regards,

Neon54 Team

Dear Neon54 casino, I have attached all the documentation you requested. You asked me for my data several times, and I have sent it to you several times.

Kubo, please let me know where to send you the emails I sent to these gentlemen.

A thousand thanks

Caro casino Neon54 io ho allegato tutta la documentazione che mi avete richiesto, mi avete chiesto più volte i dati e più volte vi ho inviato il tutto.

Kubo per favore fammi sapere dove mandarti le email che ho inviato a questi signori.

Grazie mille

Hello VincenzoIorio,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello everybody, my name is Matej and I will be taking this case over from Kubo for the time being. I have familiarised myself with the details and will do my best to help resolving this issue as soon as possible. From my understanding, the current problem is that the casino claims they do not have the banking details, while the player claims sending them over multiple times.

To ensure everything speeds up, I would like to ask Neon54 Casino to send an e-mail request for banking details to the player once more, with my e-mail (matej.l@casino.guru) CCed into it. This way I can confirm it was sent. Then, dear VincenzoIorio, respond to that e-mail with me still CCed in the message, so I can also confirm the reception of the reply. I believe this way we'll ensure smooth communication between both parties, and helps us to resolve the matter quickly. Thank you for your understanding.

Matej, hello, yesterday I sent Neon54 my bank details and the information they asked for again, and I still haven't seen the credit from them. This is the fourth time I've given them my details, I'm fed up. I'm waiting for your reply.

Greetings

Matej ciao ieri ho inviato a Neon54 di nuovo le coordinate bancarie e i dati che mi hanno richiesto e ancora non vedo l'accredito da parte loro, è la quarta volta che do i miei dati mi sono stufato. Resto in attesa di una tua risposta.

Saluti

Dear Casino Guru,

Email has been sent.

Kind Regards,

Neon54 Team

Neon54, I've replied to your email five times, and now you're bored, are you kidding me? It's absurd! I've emailed you five times with my information, and you still ask for it via email. Also, check your spam folder.

Neon54 ti ho risposto all'email 5 volte, adesso mi avete stufato, ma mi prendete in giro? Assurdo 5 volte vi ho scritto email con i dati e ancora chiedete i dati tramite email, ma guardate anche gli spam.

Neither Neon54 Casino or VincenzoIorio CCed me into the supposedly sent e-mails, therefore I can't confirm whether either of the parties actually sent any kind of message - and if so, whether it was sent to the correct address. Unless you include me in your communication, I am virtually unable to help.

Dear VincenzoIorio, if you can at least confirm the date, time and e-mail address you have sent your banking details to, maybe we can do at least something to proceed with this complaint towards a resolution. Thank you.

Matej I sent you the email I sent to Neon54 5 times with all the requested data

Matej ti ho inviato l'email che ho inviato a Neon54 5 volte con tutti i dati richiesti

Dear Casino Guru,

We received the player's email on 01.03 and are currently processing the withdrawal.

Kind Regards,

Neon54 Team

Dear VincenzoIorio, I have got your message, thank you very much.

Dear Neon54 Casino, thanks for the confirmation, please let us know once the payment has been processed on your end, so we can keep track on the progress of this complaint. Thank you.

Dear Matej,

Neon54 sent me a credit to my account, after 4 months we finally resolved the issue, thank you very much.

Kind regards and thanks for everything

Caro Matej,

Neon54 mi ha mandato accredito su conto, dopo 4 mesi finalmente abbiamo risolto grazie mille.

Cordiali saluti e grazie di tutto

Dear Casino Guru,

We are pleased to inform you that withdrawal request has been successfully completed.

Kind Regards,

Neon54 Team

Dear VincenzoIorio,

I'm happy to hear that your issue has been resolved! We'll go ahead and mark the complaint as 'resolved' in our system. I would also like to thank the Neon54 Casino for dealing with the issue at hand, and appreciate everyone's cooperation and confirmation overall. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. :)

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Matej

Casino.Guru