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My problem with Neon54 casino began on November 15 when I made my first withdrawal request via bank transfer (I made 2 more requests in the following days, each for 500 euros). Currently, I have 2500 in balance and 1500 euros in withdrawal requests. Several days have passed, and the customer support's response is always the same: there is a delay in processing, and they do not have access to information from the financial department.

Tomorrow, it will be two full weeks that I've been waiting, and nothing has been processed. I'm starting to worry if I will actually receive the money, especially since I intend to withdraw the total amount won (4,000 euros).

So far, they haven’t asked for any verification, nothing—just that the request is delayed and to be patient. I was patient during the first few days, but when they promise 1-3 business days for processing and tomorrow it’s already two weeks, that's ridiculous.

Thank you very much!

O meu problema com o casino Neon54 começou quando a dia 15 de Novembro efetuei o meu primeiro pedido de levantamento, via transferência bancária (efetuei mais 2 pedidos nos dias seguintes, de 500 euros cada). Atualmente tenho 2500 em saldo e 1500 euros em pedidos de levantamento. Sucede que passaram-se vários dias e a resposta do apoio ao cliente é sempre a mesma, que existe um atraso no processamento e que não têm acesso à informação do departamento financeiro.

Ora, amanhã faz 2 semanas completas que estou à espera e nada de processarem os levantamentos e começo a ficar preocupado se realmente vou receber o dinheiro, até porque tenciono levantar a totalidade do dinheiro ganho (4.000 euros).

Até agora não me pediram qualquer verificação, nada, apenas que o pedido está atrasado, para ter paciência. Eu tive paciência nos primeiros dias, mas quando prometem 1-3 dias úteis de processamento e amanhã já faz 2 semanas, é algo rídiculo.

Muito obrigado!

Dear Fakir,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Thank you in advance for your patience and understanding.

Best regards,

Dominika

Thank you very much for your reply. Regarding KYC, they haven't asked me for any documents yet and the verification window says "Your account doesn't require verification". I totally understand the delay, the problem here is that the first withdrawal was made on November 15th and if the conversation is always "We're having delays", it will take how long for the withdrawal to be processed? 1 week? 1 month? I don't think I'm going to get the money now.

I've got another 2,500 to withdraw, so I'll be here for months to get my money back.

The money was earned without any bonus, I've always refused all bonuses.

I'm attaching the responses from the casino's live chat, which are of little use, either they say they're late, or they say they'll give clarifications and they never reply.

Thanks again!

Muito obrigado pela resposta. Em relação a KYC ainda não me pediram qualquer documento e na janela de verificação aparece "A sua conta não requer verificação". Eu comprendo totalmente o atraso, aqui o problema é que o 1º levantamento foi efetuado dia 15 de Novembro e se a conversa for sempre "Estamos com atrasos", vai demorar quanto tempo para o levantamento ser processado? 1 semana? 1 mês? É que atualmente parece-me que já não vou receber o dinheiro..

Até porque tenho mais 2500 para levantar, por este andar vou estar aqui meses a fio para conseguir reaver o dinheiro.

O dinheiro foi ganho sem qualquer bónus, recusei sempre todos os bónus.

Anexo as respostas do chat ao vivo do casino, que de pouco adiantam, ou dizem que está atrasado, ou dizem que vão dar esclarecimentos e nunca respondem.

Muito obrigado mais uma vez!

Update 02/12/24

I've been waiting since the 15th, but last Friday I was asked to verify my account and today my account was successfully verified.

After talking to customer support, I've now been told that the requests will be processed, but that it may take 3 working days. There's a bit of a controversy here, when it comes to deadlines, first it was delayed, now the working days only start counting from today.

Anyway, I'll wait. But 14 days to request an account verification is a very bad thing.

Atualização 02/12/24

Estou desde dia 15 à espera, no entanto na sexta-feira passada pediram-me verificação da conta e hoje a minha conta foi verificada com sucesso.

Após conversar com o apoio ao cliente, dizem-me agora que os pedidos vão ser processados, mas que podem demorar os tais 3 dias úteis. Aqui existe uma pequena controvérsia, no que toca a prazos, primeiro estava atrasado, agora os dias úteis só começam a contar a partir de hoje.

De qualquer forma, vou aguardar. Mas 14 dias para pedirem uma verificação de conta é algo muito mau.

Dear Fakir, kindly inform us once you have received the money.

In the meantime, 1000 of the 4000 have already been credited, so it looks like I'll be receiving the money.

Thank you very much

However, it was a very lengthy process.

Entretanto já creditaram 1000 dos 4000, pelos vistos vou receber o dinheiro.

Muito obrigado

No entanto, foi um processo muito demorado.

Dear Fakir, please provide an update regarding the withdrawals.

Dear Fakir,

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.

Good morning,

I've already received the 4,000. In the meantime, I've also won another 7,000, which I'm waiting to collect. However, you can close the complaint for now, the matter has been resolved.

Thank you very much

Bom dia,

Já recebi os 4.000. Entretanto também ganhei mais 7.000, que estou a aguardar o levantamento. No entanto, para já, pode encerrar a reclamação, o assunto para já ficou resolvido.

Muito obrigado

Dear Fakir,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru