NeonVegas Casino - Player’s winnings haven’t been received yet.

Hi,

I will try to explain my problems as well as possible, but try to keep relatively short.

So, I started an account on Neonvegas.com about a week ago. Since then alot of suspect stuff has been going on.

I made three deposits á 50 euros last Thursday 2024-07-25. Managed to win about 2500 euros and requsted a withdrawal of 2500 euros through my master card. Following day I recieve an email from support that withdrawal needs to be made through bank transfer and that I needed to verify bank account and CC before requesting a new withdrawal there after. After recieving confirmation that my account is verified I request a new withdrawal of the full amount (mail enclosed).

The following day I make two more deposits of 100 and 50 euros. Lose that and reverse my withdrawal. I then proceed to run the balance up to about 6100 euros. I make a withdrawal of 5000 euros on Friday night and leave the remaining balance in account. All deposists are made without bonuses.

So, now thinks start getting suspicous. The next day when I log into my account I´m unable to open any games at all. I contact support and Clive the support representative at first doesn´t understand anything and we try some different methods to resolve the issue without any luck. Then, suddenly out of the blue Clive states that im blocked from all games and my account is under review. He says he has no more information than that. I have been mailing support several times, but they wont tell my anything ( all mail convos enclosed). They refuse to pay out my winnings on my 5000 euro withdrawal pending since 2024-07-26.

I know I have done nothing wrong and this is obviously how they run their business. Whenever someone makes a large withdrawal, they do all in their power to not have to pay up. Another strange thing is that after being blocked from all games my account balance has been changing a few times, so I suspect that they are tampering with my account to support their own cause (screenshots of different balances enclosed).

I see alot of smiliar complaints, lots of them unresolved and I´m surpised of their high rating on here. I usually check Casino Guru before trying a new site and with a 9.8 rating it felt like a safe bet.

I really hope you will help me sort this mess out. This is alot of money to me ☹.

Regards,

PK

Dear PK78,

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.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi Kristina,

Thanks for speedy reply!

I hear what you are saying, but I'm telling you that something is fishy here. My KYC is fully verified, I haven't played with bonuses nor freespins,

They tell me bank account is verified for withdrawal. Then suddenly when I win big they block me from all games and refuse to tell me what is going on.

They have been telling me for 5 days now that they will get back to me with info, but I haven't heard a beep.

They are obviously trying to find some technicality to avoid having to pay me. It's the only logical explanation to me.

However, I understand where you are coming from. So let's wait a few more days and see what happens.

Regards,

PK

Hi again,

You can close this complaint please. Neonvegas finally paid out.

Regards,

PK

Dear PK78,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru