Neon54 Casino - El jugador lucha por retirar su dinero.

Good evening if you can help me, I would be grateful.

Look before playing I tried to verify myself, they told me it's not needed, after I won 128,000 they asked me for a thousand documents and then they closed my account.

If I can report or help withdraw their license please tell me how to do so what happened to me doesn't happen to anyone

Buonasera se mi potete aiutare, sarei grato.

Guarda prima di giocare ho provato a verificarmi, mi hanno detto che non serve, dopo che ho vinto 128.000 mi hanno chiesto mille documenti e poi mi hanno chiuso il conto.

Se posso segnalare o aiutare a ritirare la loro licenza, ditemi come fare così quello che è successo a me non succede a nessuno

Hello Yousseif,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Neon54 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you speak to the casino and what was it about? Since when is your account closed?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

No longer in verification but they closed my account, they asked me for various documents including identity documents and a selfie with the account, the credit card in which I made the deposit and a selfie with the credit card are been approved, the only one that the bank account layer had not been approved.

Last I spoke to the casino was 09/01/23.

The account was closed on 10/01/23

Non più in verifica ma mi hanno chiuso l'account, mi hanno chiesto svariati documenti tra quelli i documenti di identità e un selfie con l'account, la carta di credito in cui ho fatto il deposito e un selfie con la carta di credito sono stati approvati, l'unico che non era stato approvato lo strato conto della banca.

L'ultima volta che ho parlato con il casinò è stato il 09/01/23.

L'account è stato chiuso il 10/01/23

Hello Yousseif,

It is a common that the casino block the player account until the verification is processed. Please be sure to forward them all the documents they requested and give them a few days to process it. As I already mentioned, it might take up to 14 days.

Good morning Nick

Thanks nick! they definitively closed my account on 10/01/23, since 12/28/22 they kept sending documents, on 12/10/2023 they wrote to me that they closed the game account because it turns out that I did not comply with their conditions 9.1 of their site.

But it's not true! How would I confirm the payment of the bank site.

Buongiorno Nick

Grazie nick! mi hanno chiuso definitivamente l'account 10/01/23 , dal 28/12/22 che continuava a mandare documenti, il 10/12/2023 mi scrivono che hanno chiuso il conto gioco perché risulta che non ho rispettato la loro condizioni 9.1 del loro sito.

Ma non è vero! Come avrei fatto a confermare il pagamento del sito della banca.

Did the casino closer specify how exactly did you breach the mentioned term? Did they send you any explanation?

This is the email they sent me.

"We are sorry to inform you that your account has been closed according to point 9.1 of our Terms & Conditions which we report:

- engaging in any fraudulent activity, including, without limitation, using credit/debit cards or other payment methods or funds not belonging to you, in cases where funds are disclosed and/or discussed.

We also inform you that your deposit will be returned to your bank account.

We are always available for any eventuality via LiveChat or Email."

But if the prepaid card wasn't mine, how would I confirm the deposit?

Questa l'email che mi hanno inviato.

"Siamo spiacenti di informarla che il suo account è stato chiuso secondo il punto 9.1 dei nostri Termini & Condizioni che riportiamo: 

-impegnandosi in qualsiasi attività fraudolenta, incluso, a titolo esemplificativo, l'utilizzo di carte di credito / debito o altri metodi di pagamento o fondi non appartenenti a lei, nei casi in cui i fondi vengono rilevati e/o discussi.

La informiamo inoltre che il suo deposito verrà restituio sul suo conto bancario.

Siamo sempre a disposizione per qualunque evenienza tramite LiveChat o Email."

Ma se la carta prepagata non era la mia , come avrei fatto a confermare il deposito?

Hello Yousseif,

How do you mean that the prepaid card wasn't your? Who owned it?

Yes it was my mom's, I could use it

Si era di mia mamma, potevo usarla

Hello Yousseif,

Unfortunately using a 3rd party deposit is against the casino terms and conditions. You have to always deposit with your own money and payment method.

If you breach this term, the casino has every right to void any winnings generated and close your account forever.

All you can do now it that the owner of the deposit method may request for a refund of it but otherwise, nothing else can be done.

Is there anything else we could assist you with? If not, we will be closing the complaint as you breached the casino terms.

Regards,

Nick

Dear Yousseif,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.