Neonix Casino - Player alleges false advertising and refusal to close account.

Bad place this. My favourite slots game has always been "magic Apple 2" by the provider "boongo".

Problem is - that specific game now actually operates through a new provider called "3oaks".

I am from the UK and every other legitimate non-gamstop casino with real licenses actually restricts all UK players from playing "magic Apple 2" and "magic Apple" and "more magic apple" for jurisdictions reasons now.

I can tell straight away that this neonix casino is fake and a scam.

This game is outdated (using old provider) and the win rate compared to everywhere else is absolutely disgusting and highly suspicious.

Worst of all - they advertise the logo for "magic apple 2" then you click on that game and it’s actually just "magic apple" which is in fact a completely different game! Similar yes but not the one in the picture so that’s severe false advertising from them ! Please see pictures I’ve sent you can see.

Similar to the other recent complaint here - I tried to exclude on live chat also I must have said about 6 times please close my account and in the end they left it open and responded by saying they’ve give me £36. Very poor not excluding first time I asked. Still open it is.

So for the fake out dated game and poor game advertising and for the lack of not listening to a problem gambler I want my deposits back because I feel absolutely conned more than ever here if they closed my account when I asked I’d actually have money now. I’m registered to GAMSTOP myself and have huge issues with gambling and mental health for 18 years now.

I have screen shots of the amount of £627 but on my bank statements it’s more like £800+ but I can’t see on my account. Only £627 worth.

They stopped responding to my live chat conversation and haven’t sent me any email about my complaint on live chat and they just won’t because they’re scammers. I feel used

Hello Thomas-091,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Neonix Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How and when did you request to exclude your account? Did you mention gambling addiction to them? When was the last time you spoke to the casino and what was it about?

Regarding the fake games - we will take a look at them and if we find out that it is true, the casino's safety index will be set accordingly.

Looking forward to your answer.

Regards,

Nick

Account was not verified yet as I was going to do that if ever I won enough to withdraw but I didn’t.

Yesterday early evening on live chat I requested the exclusion, no I didn’t mention addiction but I was stern when asking I did say about 6 times please just block my account permanently nothing else. They didn’t.

I wrote them an email late last night explaining I’m annoyed and that I have submitted a complaint on here

Yes the fake games is definitely the main reason I want my money back along with not excluding me when I asked.

There are usually 3 games - magic Apple, magic Apple 2, and "more magic Apple" they are all similar but different.

Neonix only have the one of them which is magic Apple, but the logo and picture says magic Apple 2.

I don’t think a legit casino would have such a bad setup regarding this.

For example - if I wanted to play on starburst but when I click on the game it’s actually roulette? It’s wrong it doesn’t happen in real casino websites. That’s just an example only.

You can look on every legitimate licensed non gamstop casino and clearly see they use the provider "3oaks" and don’t let uk players play it.

l

Also I am a Male. I’m not sure why it says I’m female here. Thanks

I’ve attached more pictures here after doing more research. Provider booongo is now 3oaks. They have an Isle of Man license instead of curaçao now. So not the UK. As seen in picture circled in red all websites say the game is N/A to the United Kingdom due to legal reasons and jurisdiction. All other casinos block UK players from playing straight away. As seen in my pictures. Whether it’s booongo or 3oaks provider they all don’t let me play. Once again I can’t stress enough how on neonix they display image and logos for "magic apple 2" and when the game opens it’s actually "magic apple one" as seen in my pictures. Major bad advertising and if they had a real licence I would have been blocked from playing the game. They are scam. Very poor win rate almost non existent after £800+ of low stake spins. The probability isn’t there and does not add up. Want my money back.

Also I’ve calculated the amount to £1015.68 all deposits I made to them in that 48 hour period please can you change the amount in the description. Thank you.

Hello Thomas-091,

Regarding the "fake games" - We checked those games and as the casino does not own any license, some game providers can't provide them with original games. However, there are different providers which provide the same games but in different versions (those versions are for the unlicensed casino), but it does not necessary mean they are fake or not legit.

Regarding the account closure - unfortunately, if you did not mention gambling problems or addiction (for self-exclusion), the casino is not obligate to refund any deposits as a simple account closure may be canceled at any time.

Is there anything else we could assist you with?

No thanks

So hold on, you saying I’m wrong about false advertising also then? How come the image displayed on the game is different to the actual game once I click on it and open that game?

image = magic apple 2

open the game for that image = magic apple 1

two completely different games.

false advertising.

as shown in all my previous images here.

Hello Thomas-091,

It is not false advertising just purely made UI by the platform. Once you open the game you see what game is it anyway and if you are not satisfied with the casino, I can only recommend to register in a different one (with higher safety index for sure).

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.