Neon54 Casino - Pelaajien kotiutukset viivästyvät.

I made several withdrawals, but the prize payments are not being processed. I have canceled and tried again, but the situation remains the same.

They say the financial department is experiencing delays due to a high number of withdrawals.

Fiz alguns levantamentos e não estão a ser efectuados os pagamentos de prémios . Já cancelei e fiz de novo e está iguala situação.

Dizem que o departamento financeiro está com atrasos devido a muitos levantamentos .

Dear dominguesnuno9,

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. 

• When did you submit the withdrawals?
• 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 withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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

I sent the withdrawals a week ago today.

They just sent me an email saying that I withdrew the money but so far they haven't updated me.

I didn't play with bonus money either, it was money I deposited without any bonus.

Já enviei os saques ah uma semana faz hoje .

Apenas me mandaram email a dizer que saquei o tal dinheiro mas até agora mais nenhuma atualização da parte deles .

Tambem não joguei com dinheiro bónus , foi dinheiro que depositei sem qualquer bónus .

Dear dominguesnuno9,

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 a 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.

Thanks for the info, I'll wait until 14 days have passed

Obrigada pela informação vou aguardar até aos 14 dias

Dear dominguesnuno9,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.