Neon54 Casino - Player denied bonus and unable to withdraw.

I registered and made a deposit of 200€ to get their welcome offer of 100% up to 500€. The bonus did not get activated. I asked about it in the live chat, and was told that I will not be given any bonuses due to an administrative decision, and no more information is available. I tried to withdraw, but the site blocks the withdrawal due to 1x wagering requirement for deposits. I went to the live chat again and asked to get the wagering requirement removed, since I did not get the bonus that was promised and that was the reason for my deposit. Support refused to acknowledge the request seriously and quit the chat on me.

I realise that 1x wagering requirement is not the end of the world in this situation, but it’s a matter of principle and also of a little money. These sites can’t just lure you to deposit with false promises, then force you to play -EV games before you can get back whatever’s left of the money.

Hello theTJK,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Neon54 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you already use any of the deposited money? When was the last time you spoke to the casino and what was it about?

Please keep in mind that the wagering of the deposit has nothing to do with bonuses as it server for anti-money laundering purposes and has to be followed by the players in order to withdraw casino balance.

Looking forward to your answer.

Regards,

Nick

Hi,

All of this has happened this morning, starting from registration. The last time I spoke with the casino was the second live support discussion I mentioned in my first message, where I wanted to get rid of the wagering requirement (I at least tried to add screenshots of that too). I haven’t made any bets with the money I deposited.

I am aware that the reason for having to wager all deposits before withdrawal is related to anti-money laundering (although it also conveniently allows the casinos to earn some money off of the players). However, I only made the deposit to get the welcome offer they advertised. If they want to make an exception for me and not give me the bonus, they should also be willing to make an exception with the wagering requirement. In essence, I want to cancel my purchase since they advertised a false product.

Regards,

Teemu

Hello theTJK,

Can you please advise if you did use any of the deposited balance? Unless you did not, the casino may refund your deposit without the wagering.

Hi,

No, I didn’t use the money I deposited at all

Hello theTJK and thank you for the confirmation. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello theTJK,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Neon54 Casino to join the conversation and participate in the resolution of this complaint.

Dear Neon54 Casino,

Can you please comment on the player's issue? In such cases, we believe they should be treated on an individual basis, and thus, the deposit should be refunded without completing the wagering requirements.

Thank you.

Kind regards,

Tomas

Dear all,

Thank you for reaching out!

We would like to inform you, that the refund of the deposit will be initiated soon.

We will be in touch with the customer, in case any additional information is required.

Best regards,

Neon54

Dear Neon54 Casino,

Thank you for the information. Can you please update us once the refund has been processed?

Kind regards,

Tomas

I received the money now. Thanks, this can be marked as solved

Dear theTJK,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas