Neonclub.pro Casino - Die Turniergewinne des Spielers verzögern sich.

Hi everyone. Hope you are doing well. I am having problem with the casino neonclub for the last one week. As I participated in two different tournaments and won 5940 azn (3000€) and 500 azn prizes. Casino refuses to say exact dates and details about the tournaments results and the dates when they are going to send money.

first case is tournament by provider Endorphina - Classic September Showdown. In this tournament I won and took the second place and the price for that place was 3000€. Photo in attachment. After some time of finished tournament all if ormation from website related to it deleted and the support team writes that they do not know when the provider will send the money while in details it was written that within 3 days after the tournament end results will be published and money will be sent. tournament finished on 26th of september and still nothing new.

Second case is tournament by casino itself. I took here 10th place and again more than 3 days the result is same no money sent. Photo in attachment. Please help me with that case to solve the problem. The tournament ended on 30th of september.

if it is possible also add Endorphina providers representative to ask question related to the first case.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email 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 Neonclub.pro Casino.

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

• When was the last time you were in contact with the casino regarding the issue?
• Could you please share with me your communication with the casino as supporting evidence? 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

hi! Thanks for your response. Here are the screenshots from the chat with support. I cantacted them 5 minures ago. They published mu winning on their telegram channel and mentioned that I won 3000€ from Endorphina tournament. also my id is mentioned there. Regarding the dates of the payments they are going to make there is mo information.

1. They say that for the case of the internal tournament where I won 500 azn they have technical issues and this is the reason why it takes more than 3 days to send the winnings. It has been already 6fh day from the date they should distribute the money

2.regarding the Endorphina tournament they say casino does not have any information about the date of money distribution while the tournament finished on 26th of september and endorphina mentioned that they will distribute money within 72 hours automatically or casino will distribute it themself. It is 5th october already and money is not send to my account yet.

every time in conversation with support team they do not mention the date and say that it is extended for unknown time. It is against the rules as everywhere it is mentioned that distribution of all winnings takes up to 3 days or 72 hours.

The conversation is on the russian language with the support. Also screen from telegram is on Azerbaijani and they do not have telegram on russian or english language.

let me know if any addiitional information is needed.

Hi again! I received 500 azn bonus for internal tournament but still 3.000€ is not paid by casino. Still waiting.

Hi everyone! Hope you are doing well.

I am kindly asking you to help me solve the problem faster as I need money very much cause I lost a lot on this casino. Please make this case with high priority and add the provider Endorphina to the discussion or cantact with them thrue maill directly.

yesterday support team wrote me that the provider (endorphina) is going to contact with me directly to discuss tournament. It is interesting why the providers is contacting with player if I play on casino not their website. Again no specific answer to questions from support.

please help me as soon as you can. I beleive only in you and your team.

Thanks for the update and information provided in the thread.

Have you received the winnings from the tournament already?

Please let me know.

Dear Faro111,

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,
Tomas
Casino.Guru