Neon54 Casino - Povlačenje igrača je odloženo.

On August 8th I asked for a withdrawal of €1,000 after fulfilling all the bonus requirements.I sent an email after more than three days and they said the payment was late.On the 27th I sent another email asking what was going on and they stopped replying.

No dia 8 de Agosto pedi um levantamento de 1000€ depois de cumprir todos os requisitos dos bónus.Mandei mail depois de passarem mais de três dias e disseram que o pagamento estava atrasado.Dia 27 mandei novamente mail a perguntar o que se passava e deixaram de responder.

Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Neon54 Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please share a screenshot of your withdrawal request?
• Have you made any successful withdrawals before using the same payment method?  
• Could you please confirm that you have passed the KYC verification? 

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, 

Natalia

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.

It's the first time I've asked for a withdrawal and it says my account is verified.

Foi a primeira vez que pedi um levantamento.E diz que a minha conta está verificada

Good morning, I'd like to know where I stand.

Bom dia.Quero saber como está a minha situação

Thank you very much for your reply! Before we proceed, could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you

Obrigada

Dear Carlota78,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Neon54 Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Carlota78,

We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.

We kindly inform you that we are currently reviewing your request in more detail. Rest assured, we will keep you updated as soon as there is any progress.

Thank you for your understanding and patience.

Kind Regards,

Neon54 Casino team

Good evening, I've just received this mail with the same old conversation

Boa noite.Recebi agora este mail com a mesma conversa de sempre

Dear Carlota78,

Kindly be informed that your withdrawal requests were successfully completed from our side.

Please note that bank transfers may take some business days to reflect in your account, depending on your bank’s processing time.

Thank you for your cooperation.

Kind Regards,

Neon54 team

Thank you

Obrigada

Thank you everyone, for cooperation! I highly appreciate it!

Dear Carlota78

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Thank you for everything.

Bom dia.Nesse mesmo dia recebi logo o dinheiro na minha conta.Obrigada por tudo.

Dear Carlota78,

Kindly be informed that all withdrawal requests were successfully completed.

Thank you for your patience and cooperation.

Kind Regards,

Neon54 Casino team

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

Dear Carlota78,

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,

Martina