Neon54 Casino - La cuenta del jugador ha sido cerrada.

Hi, I've been playing on neon54 for the last week, trying out a lot of Pragmatic, Hacksaw, and Spinomenal slots. I managed to win a nice sum by playing these games, but today my account was blocked completely by chance.

I request that my balance be refunded in full.

Thanks in advance

Salve, ho giocato su neon54 nell'ultima settimana provando tante slot pragmatic, hacksaw e spinomenal, giocando a questi giochi sono riuscito a vincere un bel gruzzoletto, ma oggi mi è stato bloccato il conto totalmente a caso.

Richiedo che il mio saldo venga restituito per intero.

Grazie in anticipo

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Had you completed verification before you lost access to the account?
• Do I understand correctly that you had €1577 (dispute value) in your casino account before you lost access to it?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Good morning Kristina, I'll answer you in order:

• no, the casino didn't ask me for any document verification
• Yes, I had 1577 euros in my Neon54 account before the account was blocked.
• My winnings were accumulated without bonuses

I hope you can help me recover my funds, thank you

Buongiorno Kristina, ti rispondo in ordine:

• no, il casino non mi ha chiesto nessuna verifica dei documenti
• si, avevo 1577 euro sul mio conto Neon54 prima che l'account venisse bloccato
• le mie vincite sono state accumulate senza bonus

Spero possiate aiutarmi a recuperare i miei fondi, grazie

Thank you very much for your reply, Spaffle. Have you tried contacting the casino regarding the blocked account? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi, I wrote to the casino but I haven't received a response yet.

Ciao, ho scritto al casino ma non ho ancora ricevuto risposta.

Dear Spaffle,

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, Stefan (stefan.m@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,

Kristina

I'll add some updates from the last few days:

On April 24th, the casino responded to me asking for the payment details for my remaining balance:

I provided all the data the same day and this was their response:

There have been no further updates since April 24th and I am still waiting for my remaining balance to be paid.

Aggiungo qualche aggiornamento degli scorsi giorni:

Il 24 Aprile il casino mi ha risposto chiedendo i dati per il pagamento del mio saldo residuo:

Io ho fornito tutti i dati il giorno stesso e questa è stata la loro risposta:

Non ci sono stati ulteriori aggiornamenti dal 24 Aprile e attendo ancora il pagamento del mio saldo residuo.

Dear Spaffle,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Neon54 Casino to join this conversation and assist in addressing the complaint.

Dear Neon54 Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear All,

We are writing to confirm that following a comprehensive review by the relevant department, players account associated with Neon54 has been permanently closed.

Please be advised that this closure is final. As a result, player will no longer have access to his account.

Our team prioritizes maintaining a fair and secure environment for all players, and we take matters of platform integrity very seriously.

Regarding the status of the funds in players account. Please be advised that a manual withdrawal of 1,587 EUR is currently pending. We have reviewed the request, and it will be processed as soon as possible.

Moreover we would like to take this opportunity to remind you of two important points included in our Terms and Conditions, which apply to all users registered on our platform:

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. <....>

Thank you for your understanding.

Kind Regards,

Neon54 Casino Team

I thank Casino Guru and Neon54 for their professionalism. Today the casino finally sent me my remaining balance.

Ringrazio Casino Guru e Neon54 per la serietà dimostrata, oggi il casino mi ha finalmente inviato il saldo residuo.

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

Dear Spaffle,

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,

Stefan