Neonix Casino - Pelaajan nostopyyntö hylätään.

i played at this casino. wanted to withdraw €1376. but it was rejected because i exceeded the game bet. all my money went up in smoke. the game bet is very very low. this is really a scam

Dear JuriedeGEKKE,

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. 

• Do I understand correctly that the casino confiscated your winnings because you breached the maximum allowed bet while playing with a bonus?
• Did you accumulate your winnings with or without an active bonus?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

Hello Kristina,

Thank you for reaching out.

Below you'll find answers to your questions:

Do I understand correctly that the casino confiscated your winnings because you breached the maximum allowed bet while playing with a bonus?

Yes thats correct

Did you accumulate your winnings with or without an active bonus?

No active bonus, I never want a bonus because of the wager.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Of course, see below and will also email you!



Thank you very much, JuriedeGEKKE, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Hello, JuriedeGEKKE,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Neonix Casino team,

Could you please explain the player's situation in more detail? Why were the user's withdrawals rejected and the winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Do I understand correctly the user played with his real money balance, without using any bonuses, and that the casino limits the maximum bet amount with players' real money? Also - what about bets and winnings where he did not exceeded any limits?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear JuriedeGEKKE,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime by contacting me via the stated email.

Best regards,

Branislav, Casino.Guru