Neon54 Casino - Ο παίκτης πιστεύει ότι η ανάληψή του καθυστέρησε.

I received free spins from Neon54 on the 22nd. I was able to successfully wager them and win €40. However, the withdrawal is delayed, and I haven't received any updates. I'm KYC verified, and no documents were requested. Support keeps telling me the same thing. I'd appreciate any help.

Ich habe am 22. Gratis Freispiele von Neon54 bekommen. Diese konnte ich erfolgreich Umsetzen und auf 40€ kommen. Die Auszahlung verspätet sich aber und ich habe bis jetzt kein einziges Update bekommen. Ich bin KYC verifiziert bzw. es wurden keine Dokumente erfragt. Der Support teilt mir immer das selbe mit. Ich bitte um Hilfe :,)

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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.

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Dear Kyuicide,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The casino finally paid out after a very lengthy discussion with customer support. My recommendation: Play elsewhere; payouts take far too long.

Das Casino hat nach sehr langer Absprache mit dem Support, ausgezahlt. Meine Empfehlung: Spielt woanders, Auszahlungen dauern zu lange.

Dear Kyuicide,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

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

Dear Kyuicide,

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,

Attila