Neon54 Casino - El jugador cree que el reintegro se ha retrasado.

Dear Casino Guru Team,

I am filing this complaint against Neon54 Casino for a delayed and previously cancelled withdrawal of €153 without valid reason.

Amount involved: €153

Problem history and description:

I made a deposit with my Revolut card, which was processed without any problems.

I requested a withdrawal of €150 on [insert date of first request]. It was cancelled after 5 days, citing a "problem with Revolut."

I immediately contacted Revolut support: they confirmed that they did NOT refuse or block any credit from Neon54 (I attach a screenshot of the conversation with Revolut).

I made a new withdrawal request on [insert date of new request]. Support responded that the request is "queued for processing by the Finance Department" and will process within 3-5 business days (excluding weekends and holidays), starting from the day after the request or from the last processed withdrawal.

Live chat support only provides generic, automated responses (such as "in queue," "wait 3-5 days"), with no real updates or escalations. It feels like a bot-like system.

The same Revolut card worked perfectly for deposits, so the problem cannot be with Revolut.

I made a new withdrawal with Revolut center but nothing, now I'm trying through crypto Ethereum withdrawal to Binance account, I asked for confirmation that the code for the Ethereum withdrawal was ERC-20 and I was told yes, please help me I feel really bad about this situation.

I don't know what the username is, I put my email and my first and last name, when I ask support they still don't respond as usual.

Gentile Team di Casino Guru,

Presento questo reclamo contro Neon54 Casino per un prelievo di €153 ritardato e precedentemente annullato senza motivo valido.

Importo coinvolto: €153

Cronologia e descrizione del problema:

Ho effettuato un deposito con carta Revolut, elaborato senza problemi.

Ho richiesto un prelievo di €150 in data [inserisci data della prima richiesta]. Questo è stato annullato dopo 5 giorni, con la motivazione "problema con Revolut".

Ho contattato immediatamente il supporto Revolut: confermano che NON hanno rifiutato né bloccato nessun accredito da parte di Neon54 (allego screenshot della conversazione con Revolut).

Ho effettuato una nuova richiesta di prelievo in data [inserisci data della nuova richiesta]. Il supporto ha risposto che la richiesta è "in coda per elaborazione dal Reparto Finanziario", con tempi di 3-5 giorni lavorativi (esclusi weekend e festivi), a partire dal giorno successivo alla richiesta o dall'ultimo prelievo elaborato.

Il supporto live chat fornisce solo risposte generiche e automatiche (tipo "in coda", "aspetta 3-5 giorni"), senza aggiornamenti reali o escalation. Sembra un sistema bot-like.

La stessa carta Revolut ha funzionato perfettamente per il deposito, quindi il problema non può essere su Revolut.

Ho effettuato nuovo prelievo con centro revolut ma niente, ora sto provando attraverso prelievo crypto ethereum su conto binance, ho provveduto a chiedere conferma che il codice per il prelievo di ethereum fosse erc-20 mi e' stato detto di sì, vi prego aiutatemi mi sento veramente male per questa situazione.

Non so quale sia lo username, vi ho metto la email e mio nome e cognome, quando lo chiedo all'assistenza continuano a non rispondere come sempre.

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Dear RyomaNagare87,

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

But my withdrawal was cancelled with the reasons they give to everyone, that my bank refused it but it's not true, I waited 4 days and they refused it, now I did it again but they will refuse it again if you don't intervene

Ma il prelievo mi e' stato annullato con le motivazioni che danno a tutti, che la mia banca l'ha rifiutato ma non e' vero, ho atteso 4 giorni e me l'hanno rifiutato, ora l'ho rifatto ma tanto lo rifiuteranno ancora se non intervenite

Dear RyomaNagare87,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear RyomaNagare87,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru