Neon54 Casino - Player’s withdrawal requests are frequently cancelled.

I am extremely upset with the practices of this casino. They limit withdrawals to 500 euro every 24 hours. They claim that each withdrawal takes on average 3 days. However, when the 3-day period is about to end, they cancel the withdrawal request. This is an extremely fraudulent scheme. When I contacted their support, they claimed they have no access to the reason for the cancellations. I have sent emails but never received a single response!

I have 3000 euro in the account to withdraw and they cancel each 500 euro withdrawal as it reaches the 3-day limit, which will prevent me from ever reclaiming my money.

Dear Epedro46,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Neon54 Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been able to withdraw any funds successfully in the past?
• If there is any relevant correspondence between you and the casino please forward it to my email at tomas@casino.guru Please include responses from the casino.

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

Best regards,

Tomas

Good morning. This casino does not ask for verification. I have asked numerous times if I need to send documents and they tell me that it is not necessary. On the website I have information that my account does not require verification.

I haven't been able to make any successful withdrawals yet.

thanks

Thank you very much, Epedro46, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Epedro46!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Epedro46, hello once more! I have received the information from the casino, that you have played all of your balance. Could you, please, confirm it?

Dear all,

Thank you for reaching out.

We would like to point out that we have received the chat from the customer about one canceled withdrawal, and we advised to attempt the withdrawal once again.We can also see that the other 3 out of 4 total withdrawals, that were requested, have been canceled by the customer at the point of time directly after they have played all of the remaining balance.

Please be informed that currently the customer has no active balance or pending withdrawals, since, as we have mentioned, all the funds have been used by the customer.

We have sent you an email with some of the relevant evidence.

Sincerely,

Neon54

Yes, it corresponds to the truth. Thanks

I am sorry I could not be more of help. Now I must reject your complaint, but if you will have any problems with any casino in the future, do not hesitate to contact our Complaint Resolution center.

I wish you all the best.

I would also like to thank the casino for their cooperation.