Neonix Casino - Player requests refund due to self-exclusion breach.

I have serious gambling problem and have OCD im a compulsive gambler, I self excuded with this casino once permanently and mentioned i have a serious gamblimg problem.

They closed the account.

Day after i recieved a email from their manager that sorry that you have closed your account cam i offer you a bomus.

Now i relapsed immediately and accou t was open and they said you take responsibility for your actions.

I losed money again and then asked for a self exclusioon again stating serious gambling addictioon problem and no matter what even if tey open my account again that you should make it imposs3for me to reopen.

3 days went by then i relapsed again i asked the casi oif they can reopen they said yes but you take the responsibility o said yes all my money got lossed again.

I tried self exclude again but they keep on reopening account when they should have a part aswell of strictly blocking me.

I am asking for refunds of deposits since i self excluded for first time please.

Hello atisht,

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? When was the first time you mentioned gambling addiction? How much did you deposit since your first self-exclusion request? Can you please forward the initial self-exclusion request to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Sorry for confusion my gender is male you had put im female.

I will attach all mails emails screenshots.

20 may exclusion added then reopened 29th may reopened from my request.

2nd june permanent self exclusion added reooened couple days later.

I cant remeber exact date i did another exclusion but reopened again on 21 June and still opened.

Have spoken to them today about refund and said if they can communicate with casino guru will be better.

All transactions have been deleted by casino but i have them on bank statement.

Thank you atisht for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on. You can also forward the bank statement to him as a proof of your deposit since your exclusion request.

Wish you best luck resolving it.

Regards,

Nick

Hello atisht,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Neonix Casino,

Could you possibly provide additional information regarding the failed self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V, Casino.Guru