Neon54 Casino - プレイヤーの撤退は遅れています。

Waiting 10 days now for first withdrawal - 3 x €500 - Documents sent in a full week ago - no sign of getting approved

Dear Anto,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

I was told my documents would take 3 days to process - its been 7 days now and im still waiting

Thank you very much for your reply, Anto. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Therefore, I would recommend that we wait for a few more days. If there is no development within the next 7 days, we will intervene. I will keep this complaint opened, so please, let us know if there is anything new in the meantime. Thank you in advance for your patience.

Dear Anto,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

I received my first payment of €500 yesterday, and another today! I found the whole process extremely frustrating- in total from withdrawal to first pay out was 14 days, but delighted to have gotten paid - thanks

Do I understand correctly that the last payment of €500 that has not yet been processed?

It was processed this morning

Do you have any other pending withdrawals? Or do you have any funds left in your account?

I have funds - no withdrawal- and casino has taken away visa withdrawal

So, is there anything else we could help you with? Or can we consider this case resolved?

Resolved, and thank you

Awesome news, Anto. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.