Neonix Casino - Player's account has been closed with winnings confiscated.

I have a winning of 800$ in real balance, i have made a deposit of 20$ and playing and reached this amount, my account is verified with documents so i have requested withdrawal of 800$ then tell live support to process with my request and everything seems good.

But some days later i received an email that who turned things around in a weird way, they say my withdrawal request is rejected and i can ask support about details!

I sent them email to clarify but no reply, i also try to talk with live support and they closed the chat directly!

At the end they have forgotten my winning and closed my account without any reason and without any justification!

I have all screenshots that prove my rights to get this winning and that their attitude is a clear A process of fraud and theft of my profits.

Dear zinimoun73,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal, and I understand how frustrating this situation must be for you.

To better understand the circumstances and help you effectively, could you please provide more details on the following:

• When did you request the withdrawal, and when did you receive the email about the rejection?
• Did the casino provide any specific reason for closing your account?
• What type of games were you playing when you accumulated the winnings?
• Did you use any bonuses or promotional offers while playing? If so, could you please specify which ones?
• Have you successfully withdrawn money from this casino before?

Since you mentioned that you have screenshots, please feel free to forward them to petronela.k@casino.guru. Your cooperation is crucial for us to fully understand the situation and proceed with the case. Without supporting evidence, we won’t be able to effectively help you.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hi Petronela,

Thank you first for your care and quick reply to my complaint this is very appreciated.

1) I have requested withdrawal the 16-02-2025, in live chat they said that i will get updates about the approval of my request in maximum 24h but they didn't do, they have sent me the email of rejection 5 days later, the 21-02-2025

2) No the casino doesn't provide any specific reason, On the contrary live support told me always don't worry everyhing is ok from my part and i will get updates soon by email

3) I have played Bgaming games and luckily i have win in book of pyramids slot 666$ in one bet 

4) I have used a 20 free spin after signup, i find them in my account and i have finished the wager, live support have also told me that there's no cap to winning after finishing the wager and all my winning are done after my deposit and there's no problem with any rules because i'm very careful always to respect rules, maximum bet allowed and all this rules.

5) No i didn't requested withdrawal before, this is my first withdrawal request. 

I will attach to you all the screenshots that prove the dates, that my account is verified, my deposit... and everything and please don't doubt to anything because i'm sure that this casino want scam me and keep or confiscate my money without any reason. Thank you again! 

Hi zinimoun73,

Thank you for your prompt response and for providing the details about your situation. I truly appreciate your cooperation.

To better understand the sequence of events, could you please clarify the following:

• Did you place a deposit of $20 at the beginning of the game session, or did you only make a deposit after you accumulated winnings from the 20 free spins? In other words, did you accumulate winnings from the free spins first and then place a deposit?

This will help ensure we fully understand the payment method and timing.

Looking forward to your reply, and thank you again for your cooperation.

Hello again,

I have used the 20 spins then finished the wager X40, then the winning was capped to 50$.

I asked live chat to request withdrawal and he told me i have to make a deposit of at least 20$, wager it 3 times AND there's no cap of winning after deposit because all money are now real money.

I have made the deposit and have win this amount and wagered the deposit more than 3 times.

I understand what you mean but i have told i'm very careful in respecting the bonuses and casinos rules and there's no problem from my part.

They rejected my withdrawal request without any reason, they have closed my account, they close live chat when i ask about what happen and they didn't replied to my email or sent me email to clarify anything.

This clearly mean that they are a gang of scammers and they keep my winning without any right.

Hi zinimoun73,

Thank you for your response and for providing more details about your situation. I appreciate your patience.

To further assess your case, could you please provide the following information?

1. If possible, could you forward your full game history from the casino? This will help us verify the sequence of events and ensure that all winnings were accumulated fairly.
2. Have you redeemed any other free bonuses from this casino in the past, aside from the 20 free spins you mentioned?

These details will help us better understand the casino’s actions and determine how best to proceed with your complaint.

Looking forward to your reply.

Hi Petronela,

First big thanks to your efforts to help me and all casinos players to resolve problems with some bad casinos that don't have Fairplay and that refuse to pay us...

Then about screenshots or history of game i don't have because they have closed my account without any reason or clarification but i repeat and i'm sure Everyting is ok from my part ( Account verified, wager of deposit finished and i respected all rules).

About bonus that i have reedem was just after signup 20fs, i have used it then finished the wager then the maximum winning was capped to 50$. After that i have asked live chat about the withdrawal and they told me i have to make a deposit, wager it 3 times then i can request ALL THE MONEY and there's no cap to the winning.

I'm sure that there's no problem and everything is ok from my part.

Thank you very much, zinimoun73, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Thank you very much, very appeciated

Hello, zinimoun73,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Neonix Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked? Have his winnings been confiscated, or what is the estimated time frame for processing his pending withdrawal?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hello Branislav,

Thank you for your efforts to help me to resolve this strange case with this casino that don't reply and don't give any logic explanation of the problem and who blocked my account and kept my legitimate winnings without any Fairplay or right !

Dear zinimoun73,

I am sorry, but we have not received any response from the casino regarding the issue at all, and as I noticed, they did not even cooperate with us in resolving complaints in the past either. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

Unfortunately, they operate without any valid gaming license, so there is probably no reliable way how to take the matter further than to wait and hope they will get back to us in the future, after their rating/safety index significantly decreases due to complaints like yours.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime by contacting me via email.

Best regards,

Branislav, Casino.Guru