Neon54 Casino - La cuenta del jugador ha sido cerrada.

I’m coming back here after some time. I’ve had similar issues before, and they also happened on a widespread basis with casinos from this same company. This time, my account was closed due to an administrative decision on the casinos https://bigclash1.com/ca/, https://mafiacasino1.com/en/ and https://7836neon54.com/en/sport.

My activity on these casinos doesn’t vary much. I continued using them because I’m familiar with their similar system compared to other casinos from the same company that I’ve used before. I sometimes use them for card games, mainly Baccarat and its variations, some slots (usually bonus-buy slots), and occasionally I also tried some other miscellaneous games. Saying exactly what I played in the specific casino I’m filing a complaint about is difficult now, especially because I don’t have access to the account to check the history. I also used the sportsbook very little, I think only for fights, and not much at all. The amount I placed in dispute is an approximation. The account is closed and I lost all access to the data.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Neon54 Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Did you achieve your current balance with the help of a bonus?
• Did the casino provide any extra explanation regarding the issue?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have been using Neon54 for a short time, I believe less than a 3 months. However, it is likely that I have been using casinos from the same company for more than one year. I found out through the message I sent, as I tried to log in and it was simply inaccessible. I did not use any bonuses. No explanations.

Thanks for your reply.

Did you contact the casino via email or the live chat provided? With what result? If the casino responded, send their response to my email at tomas@casino.guru for review.

Could you please confirm your account in the casino was verified?

Please let me know.

When I contact them via live chat, they instruct me to send an email. However, I already sent an email regarding my case (8 days ago) and have not received any response. My account is not verified because they never requested any documents from me.

Dear MarlonUser,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Neon54 Casino representative to join this conversation.

Dear Neon54 Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear MarlonUser,

Kindly note that your account has been closed as per our Terms and Conditions.

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

9.3 We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

•  immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;
•  permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;
•  void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;
•  contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company

We’ll be sending you an email soon with a list of documents we need to get your account verified.

Once your account is verified we will proceed with the return of your active balance.

Kind regards,

Neon54 Casino Team

Dear MarlonUser,

Could you please confirm, if you have been able to make progress in your verification process?

Thank you.

No progress. They didn’t send any email for me to complete the verification, and the account is closed so I can’t try through there either.

Dear Neon54 Casino,

Could you please clarify, on which communication channel you contacted the player about verification, and when exactly?

Thank you.

Dear All,

We have received confirmation from the Verification Department that they initially contacted the player on February 28 to request the documents required to complete the process.

To ensure this is resolved as quickly as possible, we have contacted the relevant department once again to request an expedited review and speed up the process.

Thank you for your continued patience.

Kind Regards,

Neon54 Casino Team

If they actually sent me a message with the relevant information for me to proceed with KYC, I would appreciate it if they could show me that message, as I couldn't find it in my inbox. Anyway, if you want to speed things up, you can also tell me here what documents are needed for KYC.

Dear MarlonUser,

Please be advised that we have sent a follow-up email to your private email requesting specific documents.

We kindly ask that you check your inbox (and spam folder) to ensure you have received our instructions. We look forward to receiving your response so we can proceed with your request.

Thank you for your patience and cooperation.

Kind Regards,

Neon54 Casino Team

I dont received this e-mail...

Dear Neon54 Casino,

Please send the player the mentioned email again, and include my email (miroslava.d@casino.guru) in the recipients.

Thank you.

Dear All,

We hope this message finds you well.

An email requesting verification documents has been sent to the player; Mirka has been included in CC.

Thank you for your cooperation.

Best Regards,

Neon54 Casino Team

Ive sent all documentation.

Dear MarlonUser,

Please refer to our latest reply in the email thread where you shared the screenshots.

As a reminder, the documentation must clearly show the wallet owner's name or email address for verification.

Thank you for your continued cooperation.

Best Regards,

Neon54 Casino Team

Please tell me, how is it possible for me to have a Metamask wallet in my name? It was created with a key, it has no connection to email, it's a digital wallet, it doesn't contain any of my information, only the password that allows me to log in and take the photos I've already sent.

Dear Neon54 Casino,

Please note, that many crypto wallets are at least partially anonymous, and don't require owners to include their name or other contact information. Would you be able to suggest the player, what else can be done, to verify a payment method in this case?

Thank you.

Dear All,

We have forwarded the information and documentation provided by the player to our verification department. We are currently awaiting their update regarding the status of the identity verification process.

Thank you for your continued patience and cooperation; we aim to resolve this matter as promptly as possible.

Kind Regards,

Neon54 Casino Team

Dear Neon54 Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear MarlonUser,

Kindly be informed that no further documents are required.

To proceed with the manual withdrawal of your remaining balance, please provide us with a valid Crypto Wallet Address for one of the following supported currencies:

-BTC (Bitcoin)

-LTC (Litecoin)

-DOGE (Dogecoin)

-ETH (Ethereum)

-USDC (ERC20 Network)

Once you provide these details, We will be able to proceed with the Withdrawal of your funds.

Thank you for your continued patience and cooperation.

Kind regards,

Neon54 Casino Team

Dear MarlonUser,

In addition to our previous message,

We’ve reached out to you privately via email to collect the information requested that are needed for your withdrawal.

Please provide those details at your earliest convenience so we can finalize the transaction.

Kind regards,

Neon54 Casino Team

Dear MarlonUser,

Could you please confirm, if you have received update in your withdrawal process?

Thank you.

No updates, im still waiting they.

Dear Neon54 Casino,

Could you please specify, what can be done to speed up the withdrawal process?

Dear All,

Please accept our apologies for the delay in processing your transaction.

Your cryptocurrency details have been forwarded to the relevant department, and we are currently awaiting the initiation of the withdrawal.

We have requested an expedited review to resolve this as quickly as possible.

Thank you for your continued patience and cooperation.

Best Regards,

Neon54 Casino Team

Dear MarlonUser,

We hope this message finds you in good health.

We are pleased to inform you that your withdrawal request has been successfully completed on 14/04/2026.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Thank you for once again for your continued patience.

Kind Regards,

Neon54 Casino Team

Dear MarlonUser,

Please notify me, when you receive the mentioned withdrawal.

Dear MarlonUser,

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.

Im sorry, i received all funds.

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

Dear MarlonUser,

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,

Mirka