Neon54 Casino - Η πληρωμή του παίκτη έχει καθυστερήσει.

Hello, I've been waiting for the payment since March 26th. It's for €150. My account and card were confirmed in January when I had a €30 payment. Now that I haven't given them any peace, they have to check the account again every day in the live chat. Please be patient for a little longer. Just copy and paste the answers for the €150 payment. I've been waiting for 18 days.

Pozdrav za izplatu para cekam vec od 26.3 ide se za 150€ moj racun i kartica bili su potvrdzeni vec u januaru kad sam imala izplatu 30€ sad kad jim nisam dala mira opet je bila potrebna provjera racuna svaki dan u live chat strpite se jos malo samo copy past odgovori na izplatu od 150€ cekam 18 dana

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Fahrudinidri,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Is your account fully verified?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

Update on my case: On April 13th, I submitted to the casino a full PDF transaction history for March 2026 and a new selfie with my ID and the casino website in the background. The casino support (agent Mylene) confirmed receipt of these documents under the request ID 48215432. Despite submitting everything and being promised priority, my EUR 150 withdrawal has still not been approved. I have met all their latest requirements, but the delay continues."

Ažuriranje mog slučaja: Dana 13. travnja dostavio sam kazinu punu PDF povijest transakcija za ožujak 2026. i novi selfie s mojom osobnom iskaznicom i web stranicom kazina u pozadini. Podrška kazina (agentica Mylene) potvrdila je primitak ovih dokumenata pod ID-om zahtjeva 48215432. Unatoč tome što sam dostavio sve i što mi je obećan prioritet, moja isplata od 150 EUR još uvijek nije odobrena. Ispunio sam sve njihove najnovije zahtjeve, ali se kašnjenje nastavlja."

Before, I didn't have any problem with withdrawing money

They sent it to me today.

again that I have to send them the same documents that I sent them a few days ago

"Although the transaction history is now 'under review', the casino has reset the selfie request again. This is blatant harassment and deliberate delay. I have already sent them all the documents multiple times. Please intervene urgently as they keep opening new requests for things they have already received."

Prije nisam imala nikakav problem sa povlacenjem novca

danas su mi poslali

opet da jim moram slati iste dokumente koje sam jim slala pred par dana

Iako je povijest transakcija sada 'u pregledu', casino je ponovo resetirao zahtjev za selfie. Ovo je očigledno maltretiranje i namjerno odugovlačenje. Već sam im poslala sve dokumente više puta. Molim vas da hitno intervenirate jer stalno otvaraju nove zahtjeve za stvari koje su već dobili."

I hereby inform you that I am giving up on further communication with Neon54 support because they are deliberately delaying. I have provided them with an official PDF statement in the name of Fahrudin Idrizoski (Aircash), but they refuse to acknowledge the transactions because Aircash uses the number 4421 in the system instead of the physical card number 5793. All proof of payments (€20, €60) are visible on pages 1 and 2 of the attached PDF. Please complete the complaint process."

I want to highlight three more key facts that prove this is deliberate delay:

I have already received withdrawals: I have successfully received withdrawals from Neon54 casino to this same account and card before. The documents were in order then, but now suddenly they are not.

I have already received payouts: I have previously successfully received payouts from Neon54 casino to this same account and card. Verification has already been completed: My card and my personal documents (including selfie) have already been officially confirmed and verified in the system.

VIP treatment: I regularly receive bonuses from my personal casino manager who personally calls me on my phone number. So the casino knows very well who I am and that my details are correct.

Ovim putem obavještavam da odustajem od daljnje komunikacije s podrškom Neon54 jer namjerno odugovlače. Dostavila sam im službeni PDF izvadak na ime Fahrudin Idrizoski (Aircash), ali oni odbijaju priznati transakcije jer Aircash u sustavu koristi broj 4421 umjesto fizičkog broja kartice 5793. Svi dokazi o uplatama (20€, 60€) su vidljivi na stranicama 1 i 2 priloženog PDF-a. Molim vas da vi dovršite proces pritužbe."

Želim naglasiti još tri ključne činjenice koje dokazuju da je ovo namjerno odugovlačenje:

Već sam primala isplate: Na ovaj isti račun i karticu već sam ranije uspješno primala isplate od Neon54 kazina. Tada su dokumenti bili u redu, a sada odjednom nisu.

Već sam primala isplate: Na ovaj isti račun i karticu već sam ranije uspješno primala isplate od Neon54 kazina.Verifikacija je već obavljena: Moja kartica i moji osobni dokumenti (uključujući selfie) već su ranije bili službeno potvrđeni i verificirani u sustavu.

VIP tretman: Redovito dobivam bonuse od svog osobnog menadžera iz kazina koji me osobno zove na moj broj telefona. Dakle, kazino vrlo dobro zna tko sam ja i da su moji podaci točni

I am attaching additional evidence confirming my authenticity and VIP status at this casino. As can be seen from the Telegram conversation, I have a personal VIP manager (Luka) who directly grants me bonuses and handles inquiries under my name (Fahrudin).

Even my VIP manager in a conversation on March 26th sees my active withdrawal of 150 EUR and apologizes for the wait. It is unbelievable that on the one hand they treat me as a VIP user, and on the other hand they harass me about the technical details of the card and refuse the official PDF statement. I ask Petra to take into account that the casino knows me personally and has no doubts about my identity."

Prilažem dodatne dokaze koji potvrđuju moju autentičnost i VIP status u ovom kazinu. Kao što se vidi iz razgovora na Telegramu, imam osobnog VIP menadžera (Luka) koji mi izravno dodjeljuje bonuse i rješava upite pod mojim imenom (Fahrudin).

Čak i moj VIP menadžer u razgovoru od 26. ožujka vidi moju aktivnu isplatu od 150 EUR i ispričava se na čekanju. Nevjerojatno je da me s jedne strane tretiraju kao VIP korisnika, a s druge strane me maltretiraju oko tehničkih detalja kartice i odbijaju službeni PDF izvadak. Molim Petru da uzme u obzir da me kazino osobno poznaje i da nema nikakve sumnje u moj identitet."

I have decided not to send any documents directly to the casino anymore because this has become pointless. I have attached proof that I am a VIP player, that the manager Luka knows me personally and that he has seen my payout. The casino has everything they need, but they are deliberately rejecting my official Aircash PDF. I ask that you take over the communication with them because I no longer want to waste time on their excuses."

Odlučila sam da više ne šaljem nikakve dokumente direktno kazinu jer je ovo postalo besmisleno. Priložila sam dokaze da sam VIP igrač, da me menadžer Luka osobno poznaje i da vidi moju isplatu. Kazino ima sve što im treba, ali namjerno odbijaju moj službeni Aircash PDF. Molim vas da vi preuzmete komunikaciju s njima jer ja više ne želim trošiti vrijeme na njihove izgovore."

This is proof that the casino is deliberately ignoring me. Today, April 15th, I received an email from Peter (Neon54) repeating the same request for card 5793, even though I already sent him the official PDF statement explaining my Aircash transaction. Also, Agent Cole in the chat again mentions the 10 business day wait.

I will not send any more documents directly to them because they have already received them several times. Please see the screenshots – they treat me like a VIP player when it comes to withdrawing money, and now they are blocking me with robotic responses. I ask Casino Guru to make a decision based on the evidence I have already provided

Ovo je dokaz da me casino namjerno ignorira. Danas, 15. travnja, dobila sam e-mail od Petra (Neon54) koji ponavlja isti zahtjev za karticu 5793, iako sam mu već poslala službeni PDF izvadak koji objašnjava moju Aircash transakciju. Također, agent Cole u chatu ponovo spominje 10 radnih dana čekanja.

Neću više slati nikakve dokumente direktno njima jer su ih već dobili više puta. Molim vas, pogledajte screenshotove – tretiraju me kao VIP igrača kad treba uzeti novac, a sad me blokiraju s robotskim odgovorima. Molim Casino Guru da donese odluku na temelju dokaza koje sam već priložil

"Here, I just took a new selfie with the Neon54 casino page loaded on my phone. The picture is clear and authentic. This is the final proof that I meet all the verification requirements. I have attached the PDF statement and now this selfie. I ask Casino Guru to force the casino to pay out my 150 EUR because there is no longer any excuse for waiting."

"Evo, upravo sam napravila novi selfie s učitanom stranicom Neon54 kazina na mobitelu. Slika je jasna i autentična. Ovo je konačan dokaz da ispunjavam sve zahtjeve za verifikaciju. Priložila sam PDF izvadak i sad ovaj selfie. Molim Casino Guru da prisili kazino na isplatu mojih 150 EUR jer više nema nikakvog opravdanja za čekanje."

I just spoke to support (Mylene). I gave them all the arguments – that the PDF was confirmed, that I sent a new selfie and that I am in contact with VIP manager Luka. Now they have changed their story and say that the review will take 3 business days instead of 10. I am sending you a screenshot as proof that I am pressuring them and that they received information about my public complaint on your portal."

Upravo sam razgovarala s podrškom (Mylene). Prenijela sam im sve argumente – da je PDF potvrđen, da sam poslala novi selfie i da sam u kontaktu s VIP menadžerom Lukom. Sada su promijenili priču i kažu da će pregled trajati 3 radna dana umjesto 10. Šaljem vam screenshot kao dokaz da ih pritiskam i da su primili informaciju o mojoj javnoj pritožbi na vašem portalu."

Thank you for your reply and for providing the previous details, Fahrudinidri.

• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
• Additionally, please provide any additional communication you had with the casino regarding the issue.

You can send me all the documents to: [email protected] or post your screenshots to the thread.

Thank you again for your cooperation.

Withdrawal history: As you can see in the attached screenshot from January 2026, the casino has previously successfully paid me EUR 30 to this same account. This means that my payment method was accepted and verified at that time.

• Payment method: I use the same method as before - Aircash card linked to my account.

• Current status: The payment of EUR 150 has been pending ('Pending') since March 26th.

• Verification status: Documents (including new selfie and PDF extract) are currently in 'Pending' status on my casino profile. The casino finally has them in the system, but has not approved them yet.

Key evidence that I am attaching to this email:

1. Proof of previous payment (January 2026): The image clearly shows an inflow of +30 EUR. This is proof that they have already paid me money into this account.

2. Linking the numbers 4421 and 5793: The screenshot from January shows the VISA *** 4421. This is the same system number that is shown in my PDF statement, while my physical card is 5793. This is a purely technical thing that the casino uses as an excuse, even though they have already accepted the same number for withdrawals before.

3. VIP Status and VIP Manager Luka: I am attaching recordings of conversations with VIP Manager Luka on Telegram. He addresses me by name (Fahrudine), offers me bonuses and himself admits that he sees my active payout and apologizes for the wait. This proves that the casino fully knows my identity.

4. New Selfie: I am attaching a very clear photo of me holding my phone with the Neon54 page open, which they requested as a final step.

5. Official PDF: I am resubmitting the official Aircash PDF statement with all my details (name, address, transactions).

Please intervene and ask Neon54 casino to finally approve my documents and pay my money, as I have proven that I am a real person who has successfully used this account in their casino before.

Thank you for your help,

Fahrudin"

Povijest isplata: Kao što se vidi na priloženom screenshotu iz siječnja 2026., kazino mi je već ranije uspješno isplatio 30 EUR na ovaj isti račun. To znači da je moja metoda plaćanja tada bila prihvaćena i provjerena.

• Način plaćanja: Koristim istu metodu kao i ranije – Aircash karticu povezanu s mojim računom.

• Trenutni status: Isplata od 150 EUR je na čekanju ('Pending') još od 26. ožujka.

• Status verifikacije: Dokumenti (uključujući novi selfie i PDF izvadak) trenutno su u statusu 'na čekanju' (Pending) na mom kazino profilu. Kazino ih napokon ima u sustavu, ali ih još nije odobrio.

Ključni dokazi koje vam prilažem uz ovaj mail:

1. Dokaz o prethodnoj isplati (Siječanj 2026): Na slici se jasno vidi priljev od +30 EUR. To je dokaz da su mi već isplaćivali novac na ovaj račun.

2. Poveznica brojeva 4421 i 5793: Na screenshotu iz siječnja vidi se oznaka VISA *** 4421. To je isti sistemski broj koji se vidi u mom PDF izvodu, dok je moja fizička kartica 5793. Ovo je čisto tehnička stvar koju kazino koristi kao izgovor, iako su isti broj već ranije prihvatili za isplatu.

3. VIP Status i VIP menadžer Luka: Prilažem snimke razgovora s VIP menadžerom Lukom na Telegramu. On me oslovljava imenom (Fahrudine), nudi mi bonuse i sam priznaje da vidi moju aktivnu isplatu te se ispričava na čekanju. To dokazuje da kazino u potpunosti poznaje moj identitet.

4. Novi Selfie: Prilažem vrlo jasnu fotografiju na kojoj držim mobitel s otvorenom stranicom Neon54, što su tražili kao zadnji korak.

5. Službeni PDF: Ponovo dostavljam službeni Aircash PDF izvadak sa svim mojim podacima (ime, adresa, transakcije).

Molim vas da intervenirate i zatražite od kazina Neon54 da konačno odobri moje dokumente i isplati moj novac, jer sam dokazala da sam stvarna osoba koja je već ranije uspješno koristila ovaj račun u njihovom kazinu.

Hvala vam na pomoći,

Fahrudin"

Petra, good news! Agent Dima just confirmed to me in the chat that all my documents (including the new selfie) were successfully submitted for verification today and are currently being processed. He said I will be notified as soon as the process is complete. I am sending you a screenshot as proof that the process has finally started."

Petra, dobre vijesti! Upravo mi je agent Dima u chatu potvrdio da su svi moji dokumenti (uključujući novi selfie) danas uspješno poslani na verifikaciju i da se trenutno obrađuju. Rekao je da ću dobiti obavijest čim proces bude završen. Šaljem vam screenshot kao dokaz da je proces konačno pokrenut."

Dear Petra,

I am writing to you because the situation with Neon54 Casino has become unacceptable. Today is Tuesday, April 21st, and it has officially been 3 business days (including Friday and Monday) since support promised me that the documents would be reviewed.

Here is the latest information:

• Agent confirmation: Yesterday I spoke to support again (agent Dima). The agent confirmed that my documents (new selfie with phone and PDF statement) were received and sent for verification. I am attaching a screenshot of that conversation.

• 3-day promise: Last Friday, Agent Mylene promised me that the verification would take a maximum of 3 business days. That deadline expired today, and the status on my profile is still 'Pending'.

• Ignoring evidence: Even though they have proof that they already paid me EUR 30 in January to this same account, they are still blocking me for the amount of EUR 150.

• Waiting time: My payment has been pending since 03/26, which is almost a full month for a very simple verification.

It's obvious that the casino is deliberately delaying and ignoring my evidence, hoping I'll give up. Since they have broken their own deadline they gave me in chat, I am asking you to officially intervene now and contact Neon54 Casino.

I have fulfilled absolutely all their demands and provided you with all the evidence. I am asking for your help so that this process can finally end with the payment of my money.

Thank you for your understanding and help.

Kind regards,

Fahrudin"

Poštovana Petra,

Pišem vam jer je situacija s kazinom Neon54 postala neprihvatljiva. Danas je utorak, 21. travnja, i službeno su prošla 3 radna dana (uključujući petak i ponedjeljak) otkako mi je podrška obećala da će dokumenti biti pregledani.

Evo najnovijih informacija:

• Potvrda agenata: Jučer sam ponovo razgovarala s podrškom (agent Dima). Agent je potvrdio da su moji dokumenti (novi selfie s mobitelom i PDF izvadak) primljeni i poslani na provjeru. Screenshot tog razgovora vam šaljem u privitku.

• Obećanje od 3 dana: Agentica Mylene mi je prošlog petka obećala da će provjera trajati maksimalno 3 radna dana. Taj rok je danas istekao, a status na mom profilu je i dalje 'V pregledu' (Pending).

• Ignoriranje dokaza: Iako imaju dokaz da su mi u siječnju već isplatili 30 EUR na ovaj isti račun, i dalje me blokiraju za iznos od 150 EUR.

• Vrijeme čekanja: Moja isplata stoji na čekanju od 26. 03., što je skoro punih mjesec dana za vrlo jednostavnu verifikaciju.

Očito je da kazino namjerno odugovlači i ignorira moje dokaze, nadajući se da ću odustati. Budući da su prekršili vlastiti rok koji su mi dali u chatu, molim vas da sada službeno intervenirate i kontaktirate kazino Neon54.

Ja sam ispunila apsolutno sve njihove zahtjeve i dostavila vam sve dokaze. Molim vas za pomoć kako bi ovaj proces napokon završio isplatom mog novca.

Hvala vam na razumijevanju i pomoći.

Lijep pozdrav,

Fahrudin"

Dear Fahrudinidri

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Greetings Peter

Thank you very much for your effort.

LP

Pozdrav Petra

puno vam hvala na vašem trudu

lp

Dear Fahrudinidri,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Neon54 Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Neon54 Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Thank you Samuel for taking on my case.

I just want to point out that agent Roko confirmed to me in the chat on Tuesday that my documents (selfie and PDF) were completely correct and received. However, yesterday agent Judita told me again that I have to wait another 10 days.

It is obvious that the casino is delaying on purpose because my payment of EUR 150 has been blocked since March 26 (already 30 days). I have already attached all the evidence of the conversations to the complaint gallery. Please insist that they explain why they are ignoring Roko's own agent's confirmation."

Hvala Samuele što ste preuzeli moj slučaj.

Samo želim naglasiti da mi je agent Roko u chatu u utorak potvrdio da su moji dokumenti (selfie i PDF) u potpunosti ispravni i primljeni. No, jučer mi je agentica Judita ponovno rekla da moram čekati još 10 dana.

Očito je da kazino namjerno odugovlači jer mi je isplata od 150 EUR blokirana još od 26. 03. (već 30 dana). Sve dokaze o razgovorima sam već priložila u galeriju pritužbe. Molim vas da inzistirate na tome da objasne zašto ignoriraju potvrdu vlastitog agenta Roka."

Dear Fahrudinidri,

We fully understand your frustration regarding the conflicting information you’ve received and the time it has taken to finalize your request.

Please be informed that we have now escalated your case to the relevant department to be handled as a priority. We are working closely with our team to clarify the current status of your verification and withdrawal to ensure the matter is resolved as quickly as possible.

We appreciate your patience while we finalize this review and will provide you with an update here as soon as we have more information.

Best regards,

Neon54 Casino Team

"Thanks to the Neon54 team for the response. I'm glad they acknowledged the contradictory information they've been giving me for weeks.

However, I would like to point out that my payment of 150 EUR has been outstanding since 26/03 (more than a month ago). Since they have now confirmed 'priority processing', I expect the verification to be completed and the payment approved within 24 hours at the latest.

Samuele, please follow this process until the money is actually paid to my account, because I have already received such promises in the chat, but without results."

"Hvala timu Neon54 na odgovoru. Drago mi je da su priznali kontradiktorne informacije koje su mi davali tjednima.

Međutim, želim naglasiti da moja isplata od 150 EUR stoji od 26. 03. (više od mjesec dana). Budući da su sada potvrdili 'prioritetno rešavanje', očekujem da verifikacija bude gotova i isplata odobrena najkasnije u roku od 24 sata.

Samuele, molim vas da pratite ovaj proces dok novac ne bude stvarno isplaćen na moj račun, jer sam ovakva obećanja već dobivala u chatu, ali bez rezultata."

Hello everyone,

thank you, Neon54 Casino, for the update.

Dear Fahrudinidri, thank you for your message as well. Please be a bit patient for now while we wait for the casino’s final update.

Once we receive their response, we will see what the next steps will be.

Samuel, great news! The verification status just changed on my profile. Now it says that my account no longer needs verification (I'm sending a screenshot).

However, the payment of 150 EUR is still in the status 'Pending'. Please stay with me until this money is actually paid, because now they only have that last step left."

Samuele, odlične vijesti! Upravo se na mom profilu promijenio status verifikacije. Sada piše da moj račun više ne treba provjeru (šaljem screenshot).

Međutim, isplata od 150 EUR je još uvijek u statusu 'V pregledu'. Molim te, ostani uz mene dok taj novac ne bude stvarno isplaćen, jer im je sad ostao samo još taj zadnji korak."

Hello Fahrudinidri,

thank you for the update. That is definitely a positive development, as it appears your verification has now been completed. At this stage, the remaining step is the processing of your pending withdrawal. Please keep me informed once the payment is received.

For now, we will wait for the casino’s confirmation and update regarding the withdrawal. I will continue monitoring the case.

Thanks Samuel for the information. I'm glad the verification is complete. I'm still waiting for the EUR 150 payment to be credited to my account. I'll let you know as soon as the money arrives."

Hvala Samuele na informaciji. Drago mi je da je verifikacija gotova. Još uvijek čekam da se isplata od 150 EUR odobri na mom računu. Javit ću vam čim novac stigne."

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

Dear Fahrudinidri,

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,

Samuel