The player from Germany had the account blocked for an audit after accumulating a substantial win. After a closer examination, we ended up rejecting this complaint as the player didn't provide the required documents to finish the verification process as asked by the casino.
Neon54 Casino - Player’s account has been blocked and audited.
Amount: €19,000
Neon54 Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
8 months ago
Public
Public
1 year ago
Translation
Hello, I won a jackpot on November 22nd, 2022 and when I wanted to pay it out, my account was blocked, since then I've been trying to contact someone, but I keep getting dumped with a standard message. They would check my account.
however, nothing happens and I get no answers from the operator to my questions.
Can you help me?
Kind regards
Christine M*******
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 year ago
Dear Marhofer,
Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.
Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session? Was your account successfully verified in the past? Have you redeemed any promotional offer when placing your last deposit?
Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
1 year ago
Translation
Hello, I didn't take advantage of any promotional offer, this is my first win at this casino. Verification is not possible because the account is blocked and the comment appears that no verification is required at the moment. I have already emailed a copy of my ID card and bank statement with mine there. Many thanks for your help ! It's frustrating to be happy about the win and then the account gets blocked and nothing happens anymore. Greetings Christine M*******
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 year ago
Thank you very much, Marhofer, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
1 year ago
Hello Marhofer
I'm Michal and I have taken over your complaint. I will contact the casino to see if I can help.
We would like to invite Neon54 Casino to join the conversation.
Dear Neon54 Casino,
Can you please provide some information on why the player's account was blocked?
Public
Public
1 year ago
Dear Customer,
We kindly inform you that the winnings could have faced a bug from the game provider’s technical side and the provider need some time to check it.
We thank you for your patience.
Sincerely,
Public
Public
1 year ago
Thanks for the response, Neon54 Casino.
Do you suspect there was some technical error or bug in the game? If you have any supporting evidence of this I would appreciate it if you could forward it to me at michal.k@casino.guru
Public
Public
1 year ago
Translation
Hello, I also have since 22.11. Try to get the complete game history. The course is not visible on the neon 54 website.
So far no response from neon 54. LGC.Marhofer
Automatic translation:
Public
Public
1 year ago
Dear Customer,
We checked the winnings with the game provider and it was found to be legit. Please kindly upload the requested documents for verification from your gaming profile in order to proceed with the withdrawal/s according to our t&c.
Thank you for your patience.
Sincerely,
Neon54.com
Public
Public
1 year ago
Thanks for your reply, Neon54 Casino.
Dear Marhofer
According to the casino's response, you should be able to continue with the standard withdrawal process, please let me know when you do so, or if you need further assistance.
Public
Public
1 year ago
Translation
Hello, first of all thank you very much for your help in this matter, the neon 54 casino expects me to provide a bank statement history with my transfers to the casino. I put everything together and there are 10 documents. However, the casino only allows 5 to upload when verifying these. What can I do? LG C. Marhofer
Automatic translation:
Public
Public
1 year ago
Dear Marhofer
I would double-check this with the casino support, usually, any additional information can be sent to the casino via email, but as mentioned, it's always better to clarify this with the casino support.
Public
Public
1 year ago
Translation
Hello, I described it to the casino, now they claim that it's not true, so I sent the casino neon 54 a screenshot from their own site, which also says that you can't upload more than 5 photos.
there was no more answer. I then sent all the account statements by e-mail..... didn't get a reply either. I think they want to delay it. Maybe they could do it again? Kind regards Marhofer
Automatic translation:
Public
Public
1 year ago
Dear Marhofer
I understand your concerns. I can't speak for the casino, but it's quite normal for the casinos to allow them selfs a few days to review all relevant documents. The casinos need to follow certain regulations and processes.
Let's stay positive and hope it won't take much longer 🙂
Public
Public
1 year ago
Translation
Hello, the casino neon 54 has all the documents, I received a payout of 800 euros, now the casino is delaying me again. There are still 18,621.47 euros missing if the casino only pays out 800 every 2-3 weeks due to delaying tactics , how many years should this go?
I advise everyone against this casino
Automatic translation:
Public
Public
1 year ago
Dear Customer,We have checked your case and we would like to inform that you will soon receive an email from our finance department explaining about the documents to be uploaded for verification, as the bank statement history must be uploaded in PDF file for the last 3 months.Thank you for your patience.Sincerely,
Public
Public
1 year ago
Translation
Casino neon54 has already received all the documents in 3 batches and made a payout of 800 euros after receiving the documents. Now the casino is trying to buy time and not paying out my remaining winnings of 18,621.47 euros. I document everything for the responsible authorities and believe me I will make sure that if I don't get my money nobody plays in this casino anymore 😡😡😡😡😡
Automatic translation:
Public
Public
1 year ago
Translation
The neon 54 casino is really kidding me, they claim they can't verify my account and therefore can't make my payouts. However, they have already received all the documents several times and say they can't pay out my winnings because of that. However, a few days ago they made a withdrawal of 800 euros. They have received account statements from ALL of my previous deposits, both as PDFs and in the original by email
Automatic translation:
Public
Public
1 year ago
Dear Neon54 Casino
Is there any specific reason why are you asking the player again for the same documents that the player has already provided?
Sensitive attachment
Sensitive attachment
1 year ago
Translation
I would even send the documents an 8th time, but this is not possible on the neon54 side.
neon 54 has already received everything several times to different e-mail addresses and even via chat. Actually an absurdity
Automatic translation:
Public
Public
1 year ago
Translation
Now neon 54 qjust gave me another e-
Mail with another new email address
sent where I am now for the 8th or is it
already the 9th time? my documents
should send. I have this again now
did. I'm curious what neon 54 will be like
next comes up with my winnings
not to be paid out.
This email address does not exist that neon 54 sent me, I have now sent it again to Vip@neon54.vom
Automatic translation:
Public
Public
1 year ago
Dear Team,
Thank you for contacting us.We would like to inform you that we received only the photos of the customer’s bank transaction history with many hidden information instead of a PDF file.We want to emphasize once again that the verification must be completed in order to proceed with the further withdrawals.We kindly ask the customer upload a photo of the back side of their identity card and a PDF file of their bank transaction history without any hidden information of the last 3 months in order to continue verification.Once the documents are uploaded, they will be checked with priority.We thank you for your patience.
Sincerely,
Public
Public
1 year ago
Translation
I have only redacted the account transfers and receipts which do not concern neon 54. They are original bank statements!!!!!
They have all the documents, including my ID card from both sides, and a live scan of my face, neon 54's claim is not correct!
CAUTION I CAN ONLY WARN YOU ABOUT THIS CASINO!!!!!!
Automatic translation:
Public
Public
1 year ago
Dear Marhofer
I fully understand your frustration, but I would like you to please understand that before every withdrawal, the casinos undertake a gameplay check as well as KYC and AML checks that, in some cases, can take longer. This is an important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos take KYC or AML lightly.
I understand that these processes can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to.
Be rest assured, I am in active communication with the casino, and we are working on solving your complaint.
Public
Public
1 year ago
Translation
I have NEVER experienced such impossible behavior from a casino (neon54). All other casinos where I have already played were willing to pay out the winnings immediately within 2 days, no matter how high they were!
I can recommend Mr Bet and Luckydays!!!!
Automatic translation:
Public
Public
1 year ago
Translation
Thank you Michal, that's very kind! !
As I said, the casino has all the necessary documents and they also paid out 800 euros... and now they want my documents for the 7th and 8th time. They just got it again and for the umpteenth time both sides of my ID card and because it's so nice a new face scan 😉
Automatic translation:
Public
Public
1 year ago
Dear Marhofer
According to the information I have from Neon54 Casino the "issue" with the blacked-out bank statements is the last obstacle that holds the verification process. The bank statements you have provided to the casino are not acceptable. I understand your concerns with sharing this information, but the casino needs to follow strict privacy policies for example:
Regulation (EU) 2016/679 of The European Parliament And of The Council of 27 April 2016 On The Protection of Natural Persons With Regard to The Processing of Personal Data And On The Free Movement of Such Data, And Repealing Directive 95/46/EC (General Data Protection Regulation)" (hereinafter referred to as "the Regulation" or "GDPR"). So all the information you provide to the casino is confidential.
I kindly recommend you provide your bank statement with clearly visible transaction history in PDF format without any hidden information for the last 3 months. Only then can the verification be finally finished successfully and the casino can continue with the withdrawal process.
Public
Public
1 year ago
Translation
This falls under data protection and I do not have to disclose my complete account transactions, Casino 54 has nothing to do with what gifts I bought for Christmas, for example, and at what price. It would come that far
Automatic translation:
Public
Public
1 year ago
Translation
Casino 54 has received all account deposits in pdf format, only my account balance is blacked out. I have thus fulfilled the casino's terms and conditions regarding verification😡
Automatic translation:
Public
Public
1 year ago
Dear Marhofer
I understand your concerns, but I am afraid that without the required documents, I won't be able to move your complaint forward. All required documents need to be provided in their original form without any editing, this is a standard procedure and an industry standard.
It is of course solely up to you if you don't want to provide these documents, but I strongly encourage you to please provide the required bank statements; otherwise, the casino might start taking actions as mentioned in the casino's terms and conditions:
5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.
I don't want to see this happen, as I believe that you won the money fairly and are entitled to receive your winnings, but the checks are standard procedures that the casinos are required to do and the player needs to provide the required documents.
To be clear I don't want to force you into anything, and again, the decision is up to you, but is it worth it to lose such a nice win?
Public
Public
1 year ago
Translation
How is this supposed to work?
so I should send them 200 bank statements with all my expenses and income? This is not permitted by law. You can't send such a large amount of data either
Automatic translation:
Public
Public
1 year ago
Translation
Honestly, I have never experienced anything like this at any other casino!!!!! Definitely not
Automatic translation:
Public
Public
1 year ago
Translation
So this is what casino neon 54 is trying to achieve, they want to ban my account…. Believe me, I'll make your approach so well known on the Internet that no one wants to play there anymore, I've never experienced anything so dubious, I'll hire my lawyer now
Automatic translation:
Public
Public
1 year ago
Translation
And report it to the licensing authority 😡
Automatic translation:
Public
Public
1 year ago
Translation
After I sent documents again yesterday and again today, I asked if they had everything now, unfortunately I didn't get an answer.
if all this is not enough, I have requested a certified bank statement from my bank with only the deposits to the casino. I've never seen Sörens, that's not legal, I'll definitely do some research and if I have to, I'll keep following for years
Automatic translation:
Public
Public
1 year ago
Translation
You can't imagine my anger 😡😡😡😡😡😡😡😡 as far as this casino neon 54 is concerned, you will feel it if you don't pay me my money.
Automatic translation:
Public
Public
1 year ago
Dear Marhofer
I'm not sure you fully understood what I wrote above. I'm not saying that the casino will do that, I have just put that rule to your attention that the casino might start taking action as mentioned in the 5.3 rule.
Every casino can have different rules or procedures for handling withdrawals, but none of the licensed casinos takes KYC or AML lightly.
I understand that these processes can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to.
Another thing I would like to put to your attention is the fact that you have agreed with Neon54 Casino's terms and conditions when registering your account.
So again, I agree with you that the process can be done more user-friendly or quicker, but the casino's terms and conditions apply. For now, the casino in our opinion has done nothing unfair or against its terms and conditions.
As I mentioned previously it is of course solely up to you if you don't want to provide these documents, but I am afraid that without the required documents, I won't be able to move your complaint forward. All required documents need to be provided in their original form without any editing, this is a standard procedure and an industry standard.
If you feel you want to take this complaint further you can contact the Curacao Gaming authority here (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru.
Please confirm if you want to do this and I will close your complaint as "Rejected, insufficient evidence from the player" and no further action will be done from our side.
Regards
Michal
Public
Public
1 year ago
Translation
It would be nice if you keep in touch with the casino for me. The casino has now also received pdf documents, but it does not respond to my letter!
Automatic translation:
Public
Public
1 year ago
Dear Marhofer
I'm happy to help you further. Just to check, have you sent the bank statements to the casino in their original form without any editing? If so, they need a bit of time to check them, so please be patient.
Public
Public
1 year ago
Dear Marhofer,
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.
Public
Public
1 year ago
Translation
The casino insisted on seeing my complete account transactions, including those that do not concern the casino, so I canceled and closed the account. I will play new ones again in this dubious casino. Thanks anyway here at this point.
Automatic translation:
Public
Public
1 year ago
Dear Marhofer,
Do I understand correctly that you have decided not to provide the required bank statements?
As I mentioned previously, it is solely up to you if you don't want to provide these documents, but I am afraid that without the required documents, I won't be able to move your complaint forward. All required documents need to be provided in their original form without any editing, this is a standard procedure and an industry standard.
Please confirm if I can close this complaint for the above-mentioned reasons.
Public
Public
1 year ago
Dear Marhofer,
Unfortunately, as you have not responded to our messages and questions, we are unable to investigate further and have no choice but to reject this complaint. We were trying to help you, but as you were not able to provide the required documents to the casino, there is not much that can be done without your cooperation.
Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
Best regards,
Michal
