Neon54 Casino - Das Spielerkonto wurde unerwartet geschlossen.

Hi, after playing at this casino for about a week with my real balance, today all of a sudden I can no longer access my account without any warning, and support is not responding to my request for information.

I request that the casino allow me to withdraw my accumulated balance of approximately €2,550.

Salve, dopo aver giocato su questo casino per circa una settimana con il mio saldo reale, oggi tutto ad un tratto non posso più accedere al mio account senza nessun avviso e l'assistenza non risponde alla mia richiesta di informazioni.

Chiedo che il casino mi permetta di prelevare il mio saldo accumulato di circa 2550€.

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 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.

• Which games did you play to accumulate your winnings?
• Did you submit any withdrawal requests before your account was blocked?
• Have you successfully completed any withdrawals from this casino in the past?
• Have you completed the full KYC verification process, or have you at least submitted any identity documents to the casino for verification?
• Have you received any response from the casino's customer support regarding this matter in the meantime?

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

Hi Veronika,

• I played Pragmatic and Hacksaw slots to rack up my winnings
• no, I have never requested a withdrawal from neon54
• no, nobody
• the casino believed that completing the KYC was not necessary
• yes they sent me this email:

I just played normally, I didn't use any bonus, I just deposited my real money and played it on the slots, so I think the casino should give me back the remaining balance or at least my deposits

Ciao Veronika,

• ho giocato alle slot pragmatic e hacksaw per accumulare le mie vincite
• no, non ho mai richiesto un prelievo da neon54
• no, nessuno
• il casino riteneva che completare il KYC non fosse necessario
• si mi hanno inviato questa email:

ho solo giocato normalmente, non ho usato nessun bonus, ho solo depositato i miei soldi reali e li ho giocati sulle slot, quindi ritengo che il casino debba restituirmi il saldo residuo o almeno i miei depositi

Dear Spa815

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, Samuel (samuel.s@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,

Veronika

Dear Spa815,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Neon54 Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Neon54 Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Casino Guru,

Email has been sent to Samuel, please check at your earliest convenience.

Kind Regards,

Neon54 Team

Hello everyone,

Dear Neon54 Casino,

thank you for the information. I confirm that I have received your email and have already replied to you with some additional questions and requests for supporting evidence. I will continue the assessment once I receive your response.

Dear Spa815,

Once I receive their response, I will review everything and continue with the assessment of your complaint.

Thank you both for your cooperation and patience.

Thanks, if the casino has decided they no longer want me as a customer, I accept that, but I hope that at least my remaining balance can be refunded.

Grazie, se il casino ha deciso che non mi vuole più come cliente lo accetto, ma spero che almeno il mio saldo residuo possa essere rimborsato.

Dear Casino Guru,

We have received your email and are currently reviewing your request with the relevant department.

Kind Regards,

Neon54 Team

Hello everyone,

Dear Neon54 Casino,

thank you for the update. Please keep us informed directly in this complaint thread once you have any new information regarding the case.

Thank you for your cooperation.

Dear Casino Guru,

Email has been sent to Samuel with attached evidence.

Kind Regards,

Neon54 Team

Hello everyone,

thank you, Neon54 Casino, for your cooperation throughout the investigation and for providing the requested evidence and gaming history.

Dear Spa815,

I have now reviewed the information and evidence provided by the casino.

The main issue is that the gaming history shows that you started feature rounds using bonus funds but did not complete them immediately, instead delaying the rounds until after the wagering requirements had been completed. This allowed the feature payouts to be collected after the bonus wagering was finished.

This is specifically the type of strategy that the casino's Terms prohibit under Section 7.19. Therefore, the issue is not simply that the casino considered your betting pattern unusual or that your account was closed. The evidence shows a specific use of the bonus mechanics that was prohibited by the casino's rules.

Based on the available evidence, I therefore consider the casino's decision to be justified.

For this reason, I will now close the complaint as Rejected.

Best regards,

Samuel

Casino Guru

Hello everyone,

The complaint has been reopened because the player is now requesting the return of at least the funds they deposited in connection with the bonus activity, following the previous rejection of the complaint regarding the confiscation of the bonus-related winnings.

Dear Neon54 Casino,

Could you please confirm whether the player's deposit/funds connected to the bonus activity have already been refunded to them?

If so, please also confirm the amount that was refunded.

Thank you for your cooperation.

Dear all,

Thank you for contacting us.

We would like to inform you that we are review the case with the relevant department ,Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Neon54

Hello everyone,

thank you very much, Neon54 Casino, for the update. I appreciate your cooperation.

I will wait for your further update.