The player from Portugal faces delays in withdrawing 1,500 euros from Neon54 casino, with a total of 4,000 euros in balance. Despite making three withdrawal requests and waiting for nearly two weeks, customer support continuously cites processing delays without any verification requests.
Neon54 Casino - Player's withdrawal request is delayed.
Amount: €4,000
Neon54 Casino
Safety Index:Very highSafety Index
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9.2
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Case opened
Current status
Waiting for Casino Guru to reply
4d 18h 56m 23s
Case summary
2 days ago
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6 days ago
Translation
My problem with Neon54 casino began on November 15 when I made my first withdrawal request via bank transfer (I made 2 more requests in the following days, each for 500 euros). Currently, I have 2500 in balance and 1500 euros in withdrawal requests. Several days have passed, and the customer support's response is always the same: there is a delay in processing, and they do not have access to information from the financial department.
Tomorrow, it will be two full weeks that I've been waiting, and nothing has been processed. I'm starting to worry if I will actually receive the money, especially since I intend to withdraw the total amount won (4,000 euros).
So far, they haven’t asked for any verification, nothing—just that the request is delayed and to be patient. I was patient during the first few days, but when they promise 1-3 business days for processing and tomorrow it’s already two weeks, that's ridiculous.
Thank you very much!
Automatic translation:
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6 days ago
Dear Fakir,
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.
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
Thank you in advance for your patience and understanding.
Best regards,
Dominika
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6 days ago
Translation
Thank you very much for your reply. Regarding KYC, they haven't asked me for any documents yet and the verification window says "Your account doesn't require verification". I totally understand the delay, the problem here is that the first withdrawal was made on November 15th and if the conversation is always "We're having delays", it will take how long for the withdrawal to be processed? 1 week? 1 month? I don't think I'm going to get the money now.
I've got another 2,500 to withdraw, so I'll be here for months to get my money back.
The money was earned without any bonus, I've always refused all bonuses.
I'm attaching the responses from the casino's live chat, which are of little use, either they say they're late, or they say they'll give clarifications and they never reply.
Thanks again!
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2 days ago
Translation
Update 02/12/24
I've been waiting since the 15th, but last Friday I was asked to verify my account and today my account was successfully verified.
After talking to customer support, I've now been told that the requests will be processed, but that it may take 3 working days. There's a bit of a controversy here, when it comes to deadlines, first it was delayed, now the working days only start counting from today.
Anyway, I'll wait. But 14 days to request an account verification is a very bad thing.
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2 days ago
Translation
In the meantime, 1000 of the 4000 have already been credited, so it looks like I'll be receiving the money.
Thank you very much
However, it was a very lengthy process.
Automatic translation:
Casino Guru is examining the case
