The player from Spain had requested a withdrawal, but it hadn't been credited despite the 3 business days specified in the casino's terms. Multiple emails had been sent, but the response was only to wait. The player confirmed that her account did not require verification and that customer service assured her the withdrawal was in queue. The issue was resolved, and the complaint was marked as closed by the player.
Neon54 Casino - Player’s withdrawal is delayed.
Amount: €70
Neon54 Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.2
Neon54 Casino has a Safety Index of 9.2, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
Public
5 months ago
Translation
I requested a withdrawal and it still hasn't been credited to my account, even though the 3 business days specified in your terms as the processing time have already passed. I have sent several emails and have not received a solution. They only tell me to wait.
Automatic translation:
Public
Public
5 months ago
Dear vlopeznieto83,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Public
Public
5 months ago
Translation
Hello, my account does not require verification. According to customer service, everything is correct and they only tell me to keep an eye on my account, which must be processed shortly, which is in queue, but if they give a deadline in the conditions to manage the withdrawals, this must be met.
Automatic translation:
Public
Public
4 months ago
Translation
I want to close the complaint. All done. All the best
Automatic translation:
Public
Public
4 months ago
Dear vlopeznieto83,
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,
Veronika
Casino.Guru
