Neon54 Casino - La cuenta del jugador ha sido reactivada ilegalmente.

On May 18, 2026, my Neon54 player account was permanently closed at my express request and due to gambling problems (a mandatory self-exclusion). This was also confirmed to me in writing by the casino's support team via email.

Despite this active self-exclusion and the clear obligation to protect players, the casino unilaterally reactivated my account in June. Furthermore, I received targeted marketing emails ("Your bonus series is here" and "World Cup countdown") on June 12th and 13th, 2026.

This unsolicited advertising and the illegal reactivation of the account tricked me into depositing again. Since reactivation, I have deposited and lost a total of €450.

I have already contacted support in writing, setting a deadline and demanding a refund of my losses, as the casino has massively violated its player protection obligations. However, the casino is completely ignoring my messages and is not responding.

I demand a refund of my losses amounting to €450 and the permanent and irrevocable closure of my account. All evidence (confirmation of the account suspension, promotional emails received despite the suspension, and my message to support) is available as screenshots and can be submitted.

Am 18. Mai 2026 wurde mein Spielerkonto bei Neon54 auf meinen ausdrücklichen Wunsch hin und aufgrund von Spielproblemen dauerhaft geschlossen (ein verbindlicher Selbstausschluss). Dies wurde mir vom Support des Casinos auch schriftlich per E-Mail bestätigt.

Trotz dieses aktiven Selbstausschlusses und der klaren Pflicht zum Spielerschutz hat das Casino mein Konto im Juni eigenmächtig wieder reaktiviert. Zudem wurden mir am 12. Juni und 13. Juni 2026 gezielte Marketing-E-Mails ("Deine Bonusreihe ist da" und "Weltmeisterschafts-Countdown") geschickt.

Durch diese unzulässige Werbung und die illegale Freischaltung des Kontos wurde ich dazu verleitet, wieder einzuzahlen. Ich habe seit der Reaktivierung insgesamt 450 € eingezahlt und verloren.

Ich habe den Support bereits schriftlich mit Fristsetzung kontaktiert und die Rückerstattung der Verluste gefordert, da das Casino seine Spielerschutzpflichten massiv verletzt hat. Das Casino ignoriert meine Nachrichten jedoch komplett und antwortet nicht.

Ich fordere die Rückerstattung meiner Verluste in Höhe von 450 € sowie die endgültige und unwiderrufliche Schließung meines Kontos. Alle Nachweise (Bestätigung der Sperre, Werbe-Mails trotz Sperre und meine Nachricht an den Support) liegen mir als Screenshots vor und können eingereicht werden.

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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.

• Could you please forward me the original self-exclusion request that you sent to the casino on 18 May 2026? My email address is veronika.f@casino.guru. Kindly send me the original email thread, along with the casino's responses and all the subsequent communication, not just a simple screenshot.
• Did you request your account to be reopened, or was it accessible without any effort from your side?
• Have you passed the full KYC verification 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