The player from Sweden had won and attempted to withdraw his winnings, but his account had been closed due to a reported gambling addiction at his address. Despite the casino having confirmed they would manually pay out the winnings and having received the necessary documents, they were still investigating the payout. The player had provided all the necessary information and confirmed that his account had been verified. Later, the casino confirmed that the player's withdrawal had been approved and the money was on its way. The player confirmed that the issue had been resolved, and we then marked the complaint as 'resolved'.
NeonVegas Casino - Player's withdrawal is delayed due to reported gambling addiction in the household.
Amount: €990
NeonVegas Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
Translation
I deposited 35 euros and won, then tried to withdraw. Initially, they confirmed my withdrawal, but later I received an email stating they had closed my account because someone in my household (same address) had previously reported a gambling addiction at a sister casino to Neonvegas. I've never had an account with Neonvegas before. They have confirmed they will manually pay out the money, and I've sent in the relevant documents and received confirmation that they received the necessary paperwork. The latest email response from them states they're still investigating whether to pay out or not. But what is there to investigate? I've never had an account with them in the past, they allowed me to open the account only to later refer to me or someone else in my household having reported a gambling addiction at a sister casino. How does this have anything to do with the matter at hand? It seems a bit strange, and I'm wondering if they can really do this? I have all of the email correspondence saved.
Automatic translation:
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8 months ago
Dear Micke78,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise if you passed the full KYC verification in NeonVegas Casino?
When was the last time you communicated with customer support regarding the payout of your winnings?
Please forward all the communication between you and customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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8 months ago
Translation
Hello and thanks for the feedback, the last communication was yesterday. I email over all communications, they have confirmed the account is verified on two occasions. Both before withdrawals were first initiated, but also later when I supplemented with pictures of cards (masked) and bank statements
Edited
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8 months ago
Translation
Just got another email from them, where they confirm (again) that my withdrawal is approved and the money is on its way, hope it works this time. Otherwise, I'll get back to you
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8 months ago
Dear Micke78,
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,
Veronika
Casino.Guru
