Neonix Casino - Рахунок гравця було закрито, а його виграш конфісковано.

Hello, I’m writing to you with a very sad topic. neonix casino closed my account after I withdrew the winning and of course took all of the money

it’s been going on for three months and they can’t even answer my emails. I’m truly baffled by this situation. I just want to warn everyone to not play there.

the screenshots down below portray the situation but just so you know if you go to the T&C of the site the sections they specified are reaaaaally broad and just nonsense. I’ve read the whole t&c and I don’t see a single point I could breach, just look at the dates on those emails.

Dear piotrsalecki1,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please confirm what types of games you played?

Have you accumulated your winnings with or without an active bonus?

Could you kindly specify if you passed the full KYC verification?

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

Only slot machines

With an active bonus

i have passed full KYC

Thank you for your response. Could you please send me the link or the screenshot of the bonus you activated and played with?

Dear piotrsalecki1,

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.

It was just a regular welcome bonus

Thank you very much, piotrsalecki1, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello piotrsalecki1,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Neonix Casino to join the conversation.

Dear Neonix Casino,

Can you please provide more information on how the player supposedly breached your terms and conditions? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru along with any relevant supporting evidence.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear piotrsalecki1,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru