Neon54 Casino - general discussion (page 9)

Hi Radka,

I greatly appreciate your kindness and apologize again for the delay in replying; I lost track of the thread.

I wanted to clarify that I was able to make quite a few withdrawals, and quite quickly at that. The VIP Manager also contacted me frequently, and overall, my experience was good.

However, I placed a winning bet that should have generated a prize of €26,800, but that prize was not added to my balance. When I complained, they told me they had reviewed the round several times and had even contacted the game provider to investigate what happened.

I have several pieces of evidence related to that round. I have the round ID, screenshots of the next play—which I was also doing in repetitive mode 🔂—where the same bet can be identified, a comment made in the chat, and screenshots of the balance after the play.

I don't have a screenshot of the moment immediately before the result, but I believe the round ID and the rest of the evidence should allow us to objectively identify and verify what happened. Furthermore, I understand that the casino and/or the provider should have the official records for that round.

I wouldn't want to get into a conflict with this casino, because as I mentioned before, I was able to make good withdrawals and overall my experience with them was positive.

But I don't think that should affect this particular issue. If the official evidence and records confirm that the bet was a winner and that the corresponding prize was €26,800, I believe it should have been credited to my account.

For my part, I am willing to provide all the evidence I have so that you can assess the case as objectively as possible.

Finally, I'd like to ask what information I should keep private before posting the evidence on the forum and what I can share publicly. I don't want to accidentally expose any sensitive data from my account. If any of the evidence contains information that shouldn't be made public, I'd be happy to send it to you privately.

Thank you again for your help,

Adrian

Hi Adrian! No worries. 🙂 It has been some time, so I hope you have been well!

I think I understand what you're saying, and I agree that in those circumstances you may feel something odd has happened, but you also don't want to upset the casino. Well, I'm sorry we cannot help with this case, but I certainly hope you won't have to face something so negative ever again. I would strongly advise clearing that matter out with the assistance of SiGMA ADR. You said it had ruled in your favor on one of your complaint requests, if I'm not mistaken.

Thanks, Radka, for your reply. I hope you’re doing great too!

I checked the database for the casinos that are part of SiGMA ADR, and this casino isn’t listed, so unfortunately they wouldn’t be able to do anything.

Yes, a few years ago I had a very bad experience. I don’t directly blame the platform we were talking about, but I did have issues with other casino complaint forums, where they ignored me and things got quite messy, and I eventually had to accept that I had lost a significant amount of money.

You and your colleague Martin have both been very kind and helpful from the very beginning, so I’d still like to know if there’s anything I can do.

Thanks in advance, and best regards,

Adrián

Well, I could do better, but that is not the point here.

One thing I may have misunderstood is that you kept mentioning some SiGMA ADR, which I'm not familiar with, but I got the impression that you had contacted that company and received some sort of statement. Now you are saying something else. This casino is licensed by the AOFA, if that helps. However, its ADR procedure is an irrational nightmare; you can read about real players' concrete and actual experiences with unresolved complaints here 👈

I'm sorry to say that I have no leads to provide further because the matter could not be accepted as a complaint; it's more about a technical issue without having a disputed round in the balance in the form of a screenshot. We have grounds to ask the casino or provider to investigate game rounds. I'm, however, glad to hear how helpful Martin was.

Dear Radka,

I don’t think I expressed myself clearly in my previous messages, as I uploaded some additional information that wasn’t necessary because I had more than one incident. However, the most serious one is the one I mentioned to you. I have screenshots of the specific spin in question because the game was in autoplay mode, as well as the exact time, spin ID, balances, the amount won, and I’m sure I have further evidence. So, this concerns one particular spin.

Someone also recommended that I try to recover the €200 bet from Neon54, which took place on September 20, 2024 and involved a multiplier mini-game. I have everything documented for that case as well.

I was reading the post you shared with me, and I sincerely wish the player the best of luck with their complaint. However, I also checked the AOFA database, and VIP HIVE Casino does not appear in the AOFA database as being licensed in Anjouan.

I would really appreciate any help or guidance you may be able to provide regarding these matters. In particular, I would also be grateful if you could let me know whether you think opening a complaint thread would be the appropriate next step in this case.

Best regards,

Adrián

Dear Adrián,

Okay, I'll try to stick to the specific case so we are on the same page. So your main, let's say, concern is the same issue you've already lodged as the complaint request three times in the past which could not have been approved, please?

I spot the most recent requested complaint again against Neon54, yet the disputed amount is different, but as far as I can guess from this ongoing situation, it's still the same matter. Please understand that my colleagues cannot investigate a situation dated back to 20 September 2024. There is really no point in lodging the same complaint request the fourth time. In my opinion this request will very likely be rejected again.

In any case, based on the review, you can see the license and its AOFA; thus, my tip on the other thread:

Hello Radka,

And thank you again for your kindness and for all the help you have been providing me.

I currently have two complaints regarding two specific bets:

Neon54: this concerns an incident from 2024. While recently reviewing the documentation and the steps I took at the time, I realized that I did not provide the correct bet ID in the place where I attempted to submit the complaint. The winning bet was €200, corresponding to a bonus multiplier minigame. I now have the correct bet ID, as well as additional documentation regarding the specific game round.

VIP HIVE: this is a similar case to Neon54, although in this case I have more evidence available, as I was playing in REPLAY mode. I also have the bet ID and additional documentation related to the game round.

I have documented both incidents, including the bet IDs and the additional evidence available, in the PDFs I am attaching.

Regarding Neon54, it is true that in 2024 I did everything I could to try to recover the winnings from the bet, but the complaint was not properly documented at the time. Now, after reviewing the case again, I have been able to locate the relevant information and the correct bet ID.

Yesterday, I also submitted a written complaint together with the PDFs to the Curaçao Gaming Authority in order to continue with the appropriate complaints procedure.

As you advised me, I will also submit the documentation to AOFA. I have already tried to handle these matters with them, but they have simply told me that everything is correct and even informed me that they had contacted the provider. For this reason, yesterday I specifically requested again any recordings or other available evidence of the specific game rounds, while also providing all the evidence I currently have once again.

Therefore, I would be extremely grateful if you could review the Neon54 case again, now that I have the correct bet ID and additional documentation, and, on the other hand, if we could continue trying to handle the more recent VIP HIVE complaint.

Both complaints involve significant amounts, so I would greatly appreciate any assistance you can provide in reviewing the game rounds and determining what actually happened.

I will be looking forward to your response.

Best regards,

Adrián

Dear Adrian, may I be honest for now? For the last few days I was constantly trying to tell you that my colleagues could not help you. If you already have AOFAs standpoint on this, I would consider the situation closed. You see, no one can investigate game rounds at the same official level that AOFA could order its tech labs to. Usually, a statement from the game provider is all it takes to resolve the issue. I have exhausted all polite ways to say that it appears you are still the only one who believes there is something to investigate after almost two years.

Besides, this casino is not licensed under Curacao, so I would not expect any progress.

Perhaps I mixed more incidents together, but this is not a place to go through VIP HIVE—whatever that is—so I'm only referring to the Neon54 situation.

So, if the current complaint request about the same rounds is rejected again, please consider that the final stage in this matter.

For my part, I sent both complaints to both regulators, politely asking if the license of these casinos formed a patent of their jurisdiction and outlining my allegations.

If I'm not mistaken, in September 2024 Neon54 changed its license from Curaçao to Anjouan.

So, if there's ultimately no direct regulatory way to recover the amount from the Neon54 bet, should I consider that money lost for good? Are there any other bodies, ADRs, or procedures through which I can claim it?

Furthermore, could Casino Guru also mediate with VIP HIVE regarding my claim for the €26,800 bet?

In fact, I don't have access to another complaints platform (I could mention one) because after claiming the winning and pitched bet on Neon54 in the best way possible and being denied, my access to this other complaints platform and my casino account was blocked.

That's why, after so much time, I managed to recover the screenshot with the correct ID in an online photo storage system.

So, understanding your position that a complaint is old and that you don't deal with VIP HIVE, there's nothing I can do?

Thank you,

A tomar por culo la bicicleta.. as we say in Spain ;D

Honestly, I would really appreciate it if the Neon54 game round could be reviewed again, because the amounts involved are real, and Casino Guru has not yet reviewed the case either. And although a lot of time has passed, I still believe there should be some kind of solution.

I see.

Well, when it comes to the perpetual request made to my colleagues here on the forum, I believe I explained all that. I know what you would appreciate, but it's not possible for my colleagues to do as you ask.

I also said that I have no idea what this "VIP HIVE" is supposed to be. If this is a casino page (not some VIP lounge, for example), you are welcome to lodge a complaint about matters included in the fair gambling codex and complaint instructions, preferably not older than 6 months. The mediators will explain the rest upon reviewing your complaint request because it's all about specific descriptions and proofs you have available to back up the complaint claim. If the matter is similar to the Neon54 case, I cannot say whether the request can eventually turn into the complaint.

That's basically all I can add, I reckon.

Dear Radka,

The only reason I'm complaining again about Neon54's play is because I took a screenshot and cropped it. The winning play was the next one I complained about on Ask Gamblers, and when I checked my progress again, I realized the time didn't match.

I'm doing everything I can to recover both winning plays, and it's not proving easy at all.

Thanks again,

Adrian

Ok, dear Adrian. Thank you for the update. I do not understand the part with the cropped screenshot, but I wish you all the best, of course!

Dear Casino Guru team,

I have to tell you that I'm very scared. Two years ago, Neon54 stopped a winning bet, and when I kept depositing money into my player account, they sent €120,000,000 to my bank account on two separate occasions. I contacted my bank, the bank's intermediary, the provider, and the casino countless times. They even held a party in Barcelona, ​​and I went there in person to try and resolve the situation with them.

I've been fighting this battle for two years, and they're proving to me that these people have no scruples. They keep ruining my high-stakes bets and are completely unwilling to acknowledge the huge mistake they made in sending that outrageous amount to my account. Ultimately, they're showing that a human life has no value to them, and I shouldn't have to be afraid to go out in the street, celebrate with my friends and family, or go anywhere alone.

I haven't reported them because of possible retaliation against me, but I have absolutely everything documented and I have repeatedly asked them to amicably resolve the error of the several cut plays, the 120M sent to my bank account, the calls from strangers from different unknown numbers with fake Spanish prefixes that, when I called back, went to answering machine, and even though I have verified social media accounts with the blue checkmark, strangers who didn't identify themselves have contacted me and I am sure they have harmed me personally, professionally, in my family and with my personal relationships.

Please, I'm asking for your help because I don't know what to do and I don't want to get sick.

Thank you so much,

Adrian