Complaint #13 Neon54 Casino

MAX bet on bonus browser frozen & casino refuses to pay

By Adrián R.

2 years ago

I placed a maximum bet on the game "Adventured Beyond Wonderland Live" from "Live Playtech" in the "Magic Dice" bonus won and the browser froze. It didn't let me access the game until the round was over, and when I was able to return my bet was at 0 and the game continued. I never received the prize money. I have the screenshots of my transaction ID and the game ID and the time matches perfectly. The casino, after admitting its mistake, has sent me a statement in which it refuses to pay after complaining for a long time. They have been playing with me, my money and my time to finally refuse to pay for something that they know they are not right, in a casino where I’m VIP level 4/5

Disputed Casino Neon54 Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Neon54 Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Inactive user

2 years ago

Also in a game that has a winning possibility of 1:4999

Inactive user

2 years ago

I remember perfectly how the roulette wheel landed on my winning bet of €200. I can also attach screenshots with a rate of 1 bet per minute except when the bonus comes out and the game lasts 3-4 minutes as it matches in my ID history.

Neon54 Casino

• Representative

2 years ago

Dear Customer,

Thank you for your message.

We would like to inform you that the bet in question was checked together with the game provider, and it was confirmed that the bet was settled correctly without winnings.

Best regards,
Neon54.com

Neon54 Casino Complaint Stats

Resolved 30 / 31

Avg. Amount $1,702

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Neon54 Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 23 out of 23 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

Neon54 Casino Complaints

See all complaints for this casino

Delayed withdrawal and unclear terms

Hello AskGamblers team!
I would like to submit a complaint about this casino. I requested a withdrawal of €500 on July 22nd, and this request is still pending some sort of verification.
According to section 6.15 of the casino’s terms and conditions (as shown in the attachment), withdrawals are processed within 3 business days. However, do sections 6.14 and 6.16 of the terms contradict this?
I have been in contact with the casino's customer support, but they have not given any clear answer as to what is causing the delay.

Also some emails as attachment with neon54 support.

According to the site, my account is fully verified.

Resolved

€500

Unwanted marketing

Neon54 Casino continuously sends me marketing by email and SMS even though I have asked them to stop it multiple times. Unsubscribing will not stop it either. They have promised several times to stop it, yet I still receive the spam from them. I demand that they explain to me whether they are unwilling or incapable of stopping it. I also demand that they stop all marketing immediately. Attached some emails with them.

Resolved

Illegally opening my account

So I opened up an account with Neon54 in 2022 and had my account closed as I was starting to worry about my gambling.

They then reopened my account in February of this year, to which I sent an email explaining I had a gambling problem and that I started gambling again due to their bonus offers.

They responded by saying it was a glitch and closed my account.

And then in May of this year, they once again reopened my account, sending me multiple bonus offers, which led to me gambling again.

This just isn’t right, how they can do this.

And I want them to return everything I’ve deposited.

Resolved

€2,900

They blocked my account with a balance

My account has been blocked for months with a pending withdrawal. They asked for my IBAN to send the money, but it still hasn't arrived. I've been waiting for months for a response and they haven't replied. I need an immediate answer because it makes no sense to block my account without reason. I expect a prompt response because they haven't contacted me for months and haven't responded.

Unresolved

€300

Neon54 casino stalls withdrawal

Hi guys, I need Askgamblers to help me recover my 1600 euros from Neon54 casino. Advertised withdrawal time frame is from 3 to 5 working days! The first withdrawal was on 22.04, 800 euros and the second on 24.04, 800 euros.

I don’t want to say how many times I asked online support about the payment, and I received the same old scripted answer, not to worry, it's just a little delay, my money is safe! I even wrote an email to VIP department and till now got no answer.

My player account is fully verified and vetted by Neon54.

Thanks Askgamblers for helping the players who otherwise don’t stand a chance against online casinos.

Resolved

€1,600

Delayed Withdrawal 1500 CHF Pending for Over 2 Weeks

I have requested 3 withdrawals of 500 CHF each (total 1500 CHF).
It has been more than 2 weeks and my withdrawals are still pending.

I have contacted support multiple times and only receive the same response: “please do not worry”
No real progress, no clear explanation.

All documents are submitted and verified.

I request immediate processing of my withdrawals.

Resolved

CHF1,500

Late payment

Hello, I made a withdrawal of €150 on March 15th and it still hasn't been validated. Their terms and conditions state a 3-business-day processing time; it's now the 4th day and I still haven't received any response. I contacted customer service via chat, and they told me there was a payment delay without any further explanation—just a copy-pasted message—and I received no concrete response from them.

Resolved

€150

Withdrawal Still Not Processed

Hello,

I hope you can help as I am very frustrated. I requested a $200 withdrawl on February 8th and it still has not been processed. Neon54 terms state withdrawls will be processed within 3 business days.

I am fully validated and there are no restrictions on my account.

I have read complaint after complaint of Neon54 not paying customers and delaying payments so before I let this drag on I am hoping you will mediate for me and have my withdrawl processed.

I also hope that sites like yours hold online casinos and sportsbooks accountable when you see unacceptable patterns and regular complaints by customers not getting their withdrawls processed.

Thank you.

Resolved

$200

NEON 54 Second delayed payment

Hello.

This is my second complaint "against" Neon 54 casino.

I currently have a pending withdrawal of 400€.

The deposit that originated this withdrawal did not have a bonus.

The withdrawal was made on 11/01/2026 at 15h33 and it was requested to my Skrill account.

As of the date I am opening this complaint 5 business days have passed and I have not received my payment.

The responses from the Neon 54 support team are quite generic and they did not give me a date for the processing of my payment.

The last reply to my email included:

"We have checked your withdrawal and there seems to be a delay in processing on your payment provider side.

We understand your concern regarding the status of your withdrawal, and we sincerely apologize for any inconvenience this delay may have caused."

My payment provider is Skrill so I don't understand how there could be a delay from Skrill.

I appreciate the help from the Askgamblers team.

Resolved

€400

Delayed withdrawals beyond stated time frames

Dear Askgamblers,

I am requesting your assistance with 3 withdrawals that I recently made from Neon54 casino. Similar to a lot of complaints from other players, the withdrawals have been delayed beyond the stated time frames listed on the site and in the T&C of 0-3 business days for e-wallets.

I have contacted support multiple times, and it is just generic replies saying your withdrawals are safe, you're in the final stage of the process, etc., but nothing is done. It says my account is verified, and no bonus was used that resulted in these winnings.

Due to daily limits, the first withdrawal was made on 2 January for $750, 2nd withdrawal was made on 3 January for $75,0 and the 3rd withdrawal was made on 4 January for $750.

Please see attached screenshots for verification.

I would appreciate your help with this, and I feel the operator should change the time frames for withdrawals on their site to avoid this constant frustration from players.

Resolved

$2,250