Neon54 Casino - general discussion (page 8)

I need to change the address to verify my identity and they are giving me difficulties

And what's the reason for changing your address? What does the casino say about all this when you tell me you're having trouble? 

I no longer live at that address and they're avoiding me. They finally blocked me.

Today I have a lot of big wins frozen with screenshots or directly not payed and on the game history. How you see to put a complaint? And although my wallet is not as big as it should be (-100.000€), I would like to do it the easy waywould really like to finish well, quickly. Would you be so kind as to help me? Adrián

This is the reason why I had to download the antivirus

Hello Adrián,

Jaro will be back on the forum tomorrow, but I feel we could use another description of those events. Maybe it's just me, but I didn't get the full picture of what you are complaining about. Winnings are not shown in the gaming history, but they may be visible in your casino account? An extra insight could help even Jaro to come back to you with reasonable options.

Hello Radka,

I have everything registered in my casino account and documented in files.

After days of speaking with the VIP Manager and trying to complete my KYC verification because I changed my address (which I already proved), my withdrawals are still blocked. During the verification process, it asks me for documentation, but it does not give me the option to upload any files.

The evidence showing that I did not receive a certain prize is irrelevant. What I want is to withdraw my balance, since I have two withdrawals pending since May 3rd. Even though I lost more money afterward and already made other withdrawals, I still want to receive my winnings.

Have a nice time.

Hello Adrián,

thank you for getting back to us. I understand that the KYC and document you mentioned are important. Am I assuming correctly that while dealing with this VIP manager, you two discussed how to actually provide those documents so the verification can be finished?

I still kind of do not understand whether there currently is any positive balance you aim to withdraw. I'm referring to the actual balance, not losses to be returned, if we are on the same page here.

The thing is that we can investigate but we are unable to push any casino into returning losses lost due to unfinished verification.

Thank you in advance.

Hello Radka,

Yes, I have balance to withdraw and I was talking with the VIP Manager but they use fake numbers to call me.

My user was created automatically but I change of adress because there was my holiday Village (2nd residence) but still deserves the official registration adress since 2010 and my invoices they are older than 6 months but I have finally find (the other was a purchases), after they change the address of my profile I can’t verify my KYC because they don’t demand me anything for me.

I have all saved and they don’t answer my emails and the chat don’t rules.

I have several wirhdrawals and I really don’t want to recover the loseless winned (I have recorded), I want to withdrawal all.

My old ID was: Razor R I’m from Spain and I try to put a complaint on 2024 on Neon54 but not was possible and don’t rules well likewise not a real win I was pitched with a win and when I put money back in they send me a debt.

Hello Adrián,

I must say that I still do not understand you very well. Let's focus on the casino problem because maybe there is a chance to at least lodge a complaint request, which would be accepted. I cannot comprehend the past with an automatically created account with a holiday address and the year 2010 included.

I understand that the casino probably changed the address in your casino account, but there is no need for further KYC. However, it seems there is a withdrawable balance in your account. Can you help me understand what prevents you from withdrawing the amount, please? Maybe if you could add a screenshot showing the casino's explanation or statement, we can conclude something relevant. However, we are unable to help with situations older than 6 months, so I would appreciate your help in untangling the timeline and the withdrawal problem.

Hello Raidka, I hope you are well,

The problem is that the address of my official document is from 2010 that matches my identity document, the one that was registered is from another residence that is no longer my property and it was difficult for me to find an invoice from 2026 since the account data was automatically registered and did not accept the proof of address.

I’m attaching the screenshot of the verification process of my KYC, I’m VIP level 12 of 25 and I have proof of how I don't get paid for several winning bets.

I've been in this casino for 1 month, I made withdrawals and I think I'm in retirement with manual approval con with 2 withdrawls pending since 04/05 and waiting a step from the casino.

I hope explain me well,

Thanks you for your response

Hello, I'm sorry, but I cannot say whether the casino did something wrong or whether I'm completely off. The thing is, the address is an important part of KYC, and you should be able to prove your current address. However, once more, I cannot say whether it is a problem here. If you are convinced that the casino has unfairly voided some winnings due to that, I would go for the complaint. My colleagues will look at it and inform you further. What do you think? 🙂

Dear Raika,

I currently have the verification process as shown in the attached screenshot, although yesterday they contacted me via email saying they had resolved the issue and were going to meet to process my withdrawals, but my account still does not have KYC verified.

I immediately added another payment method with cryptocurrencies (without bonus) and did the rollover with slots but I'm not gambling.

I'm also attaching a non-winning autoplay bet, although there were several.

For the moment I am on standby, and I would forward my complaint to you with all the necessary documentation if the casino does not evaluate it correctly in the following days.

Is my modus operandi correct?

Thank you for your help.

All the best,

Hello, I still do not follow the issue here. if the KYC has not been completed yet and instead there was an update regarding a new address, I would not expect any further action before the KYC is completed and confirmed by the casino support. As far as I can conclude, the casino or its support has been in touch with you and the process is ongoing. Is that so, please?

In the end I lost more than 300,000.00€ for the win in 1 day with strange plays. I ask to the casino for the game not payed triying to recover and get out all the money. Fake promises by the manager, calls with mobile numbers from unknowed people, lags and very annoying.

The KYC they change the adress to my actual and original without verify.

Thank you!

Hello, I'm sorry I did not understand this response at all. Could you please let me know if my previous guess was close enough? Without that information, I cannot respond properly because it seems to me that you are discussing many things without providing obvious context. For now, it seems you are concerned about losses, not about withdrawals, for example. Thank you.

Sorry Radka, the KYC process was finally modified. I was able to withdraw some winnings; I lost a lot, but now I'm trying to recover a bet I have registered that hasn't won yet, which I've already claimed, so I can withdraw everything. They respond well to withdrawals despite noticing clear jumps in the bets and other manipulation. It's very tricky, so if they recover this bet and I withdraw everything, I'll stop playing. Sorry for the inconvenience and best regards.

Adrian

Good day to you, Adrian.

There is absolutely no need for apologies. 🙂 If I understood correctly this time, things have been improving after all. I hope you will be able to withdraw all the funds. I also hope those losses you mention won't rise to serious issues. I appreciate your honesty; sometimes it's not an easy thing to say, "I won't play again." Take care and let me know how it goes with that withdrawal and the problematic bet.

Have a great Sunday. 🙂