Neon54 Casino - Проблеми зі скасуванням і затримкою виведення гравцем.

I have made 3 different withdrawals ( 500€ on 28/11/2023, 500€ on 29/11/2023 and 300€ on 30/11/2023) for each one I was waiting 3 working days as they said. Suddenly on 1/12/2023 the second withdrawl of 500€ that was made on 29/11 was cancelled by their side without a specific explanation. I received an email that if I wasn’t me that did the cancellation probably it is due to technical reasons etc. however this is not my fault. I did the same withdrawal of 500€ on 1/12/2023. So now I have again 3 pending withdrawals. However for the first one that is active by the time I did it, since 28/11/2023, 3 working days have already passed and I do not have any info by their side. By my own initiative I told them for verification and told me that this account for the moment doesn’t need further verification so I cannot do anything further.I have sent an email as well and I have talked to customer service many times. They do not want to help, they tell me excuses like my shift is finished, I will transfer you to another agent, the other agent told me that we face technical issues please contact us later etc. so I would like to know how can I take my money back, the ones that I bet and of course my winnings. They do not help and seems that they will cancel all the withdrawals with no reason. I reached my bank as well but they cannot help me further.

Dear evaki14,

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.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Thank you for your reply. However, they haven’t asked me anything for verification/ identification and when I was asked me where can I be identified they checked my account and told me that this account does not any further verification. So for the moment the verification is not a reason for not approving the withdrawals. Furthermore, as I told you one of the three withdrawals that I have made and not the first one, but the second one, they cancelled it without explanations. They cannot see why is cancelled, they just mentioned technical reasons which is not my fault. Finally, I have played in other casinos as well, when they put a timeframe of 3 working days they have to respect it and not the 3 working days become 14 days of waiting an approval. This is unacceptable. 14days is too much for waiting. I was waiting since Tuesday, I do not have any answer by the financial department, I do not have at least one withdrawal approved and instead of it I have a cancelled withdrawal…. Hope finally helping me for taking the money.

Please send me any recent relevant correspondence between you and the casino. My email is tomas@casino.guru

Complaint was solved. Thank you

Dear evaki14,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru