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I registered at the casino on 06.04.2026. On the same day I made a withdrawal request for 1000€ and already had my account and documents verified. On 07.04.2026, when I accessed my account, it was completely empty. No gaming history. No transaction history. No personal data about me.

Registei me no casino no dia 06.04.2026. No mesmo dia fiz um pedido de levantamento de 1000€ e já tinha a minha conta e documentos verificados. No dia 07.04.2026 ao aceder á minha conta a mesma está totalmente vazia. Sem qualquer histórico de jogo. Sem histórico de transações. Sem qualquer dado pessoal meu.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you contacted customer support after you realized that your account balance was empty? If so, what was their response?
• Do you have any evidence showing that you had a real-money balance in your account that you attempted to withdraw?
• Did you communicate with the casino’s customer support via email regarding the verification of your account, the withdrawal of your winnings, or the missing account data?
• What types of games did you play at this casino?

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

I've already contacted support and have access to the account. However, my withdrawal has been pending since the 6th and is not being processed.

Já entrei em contato com o suporte e já tenho acesso á conta. Contudo tenho o levantamento pendente desde dia 6 e o mesmo não está a ser processado.

Hello!

Thank you for your message.

We would like to address the concerns raised regarding the withdrawal delay. The processing time was extended due to mandatory internal security and compliance checks, which are a standard and required part of ensuring safe and properly verified transactions. These procedures apply to all players and cannot be bypassed.

We can now confirm that your withdrawal has been fully approved and processed. The funds have been released to your selected payment method and will reflect according to the provider’s standard processing time.

We regret any inconvenience caused by the delay, but we do not accept implications of improper handling. Your withdrawal has been completed in full accordance with our procedures.

-The NeoCasino Team

I can confirm that after 8 days I received the withdrawal.

Confirmo que passado 8 dias recebi o levantamento.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear PauloSilva,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika