Neon54 Casino - Player’s struggling to withdraw his winnings.

On May 28 and 29 I made 3 withdrawals as shown in the first screenshot. As it was a weekend so non-working days the money would theoretically be in my account on Tuesday 31st May or Wednesday 1st June as the casino claims a withdrawal can take 3 to 5 working days. On Tuesday, May 30, I received an email saying that the withdrawal was canceled due to a fault in the payment system (2nd Screenshot). After speaking with them in the chat I withdrew again in the same way this time I deposited, i.e. via card (3rd screenshot). The following Friday, June 2, after I had been assured in the chat that the money would normally be credited to my account that day (4th and 5th Screenshot), I connected to the casino and saw that the withdrawal had been canceled a second time, but I did not receive an email. That day I was assured that the money would be credited to my account and if I hadn't accidentally logged into the casino I wouldn't have known about the withdrawal cancellation. After I chatted with them again they told me again about a fault in the payment system and to withdraw a third time. They also told me to manually transfer the withdrawal amount to my account and I accepted. Today, June 3, I went into the chat to ask them again and they told me that the withdrawal must be canceled due to damage if this is done, and then I should request a manual transfer again. They told me in a few words different things. This is all unacceptable.

Dear mk99,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Have you withdrawn any winnings from this casino in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

No, I haven't made a withdrawal before. She was the first. Also the first time I was informed that there was a problem with the payment system and to withdraw again in the same way I deposited. It was canceled the second time as well. Now I have done it a third time and I have asked them for a manual transfer but unfortunately every time they tell me different things. Finally I asked them if there is an identification issue and they told me that there is no issue. I also have a screenshot of my chat with them but I can't upload it here. If you ask for it tell me to upload it somewhere.

I fully understand your frustration, mk99. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

The reason I am asking you to intervene now is this. I was told today that the withdrawal was canceled because I used the same method as before. The point is that it doesn't make sense because I had never made a withdrawal before and the second time I did it after they canceled my first one, I made a withdrawal with a card, that is, in a different way, as they told me, but they canceled it again. Let's not forget the fact that I was told that the reason for the cancellation both times was the system error. So since the second time I did it in a different way as they said why was it canceled again due to an error?

Thank you for sharing all the required details, mk99. Your complaint will be forwarded to my colleague Stefan (stefan.m@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

After I pressed them that I will publish all the screenshots and information publicly, they put the money on me today. However, I will ask them to close my account, as this has never happened to me before in any casino and above all they keep giving me inconsistent information.

Dear mk99,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Neon54 Casino representative to join this conversation and participate in resolving this complaint.

Dear Neon54 Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

I was credited with the money after a lot of pressure. After I got the money, I asked them to close my account. Big hassle a week to get €100. If I earned more, how much longer would I have to wait?

Dear mk99,

Have you received all the funds? I see that the disputed amount is 107€. Can we close the complaint as resolved?

I am looking forward to your response.

Kind regards,

Stefan

Dear Stefan,

Thank you for reaching out.

We are glad to inform you that the customer's withdrawal was successfully paid.

Sincerely,

Neon54

Yes I got all 107. I just asked them to close my account because I don't want to play in their casino again. If I won more money they would do worse until they give it to me so I don't want to deal with them again. If I didn't push them they wouldn't put it in soon.

Dear mk99,

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,

Stefan