Complaint #28 Neon54 Casino

They closed my account before refunding me

By Blackcrow92

11 months ago

Message on forum

The neon54 casino closed my account without telling me before refunding my lost deposits of €2,400. In fact, customer service never responded to my problem on the website, or even by email.
The site never took my situation seriously. You can see that they not answer me in This pictures
I need your help so the site can refund my lost deposits due to technical issues on the site.

Disputed Casino Neon54 Casino

Reason Refund declined

Amount €2400

Discussion

AskGamblers

• Support Team

11 months ago

Dear all,

Following a careful review and consideration of all the information and details presented by parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Neon54 Casino management acted in accordance with their Terms and Conditions and no violations were spotted, therefore the complaint is being rejected as not justified enough.

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.

Neon54 Casino

• Representative

11 months ago

Dear Blackcrow92,

It’s unfortunate to hear that you did not have much luck with us. Please note that we do not affect any winnings. Our casino offers licensed games from many top online gaming providers. You can see the names of the providers we work with under Casino on our website.

Individual players should understand that because winnings are awarded randomly, the individual winnings may not correspond to the advertised RTP. They can expect a return in the range between zero and the maximum price level for each individual game.

Random play is not compensated, just because there has been a series of losing games does not mean that this will be followed by a series of winning games. The result of one bet does not affect the result of another bet. The games are random and therefore the players should only bet what they can afford.

Moreover, we would like to kindly draw your attention to the following article from our Terms and Conditions, which you agreed to before registering:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, pursuant to the aforementioned article, there is no refund available for your account.

Kind Regards,
Neon54 Casino Team

Neon54 Casino

• Representative

11 months ago

Dear Askgamblers,

We have sent you an email requesting player's credentials.

Once we have them, we will be able to evaluate their request.

Thank you in advance!

Best regards,
Neon54 Casino Team

Neon54 Casino Complaint Stats

Resolved 27 / 28

Avg. Amount $1,746

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Neon54 Casino Complaints

See all complaints for this casino

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.

30h left

€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

Constant delayed payments

I wish "Askgamblers" to intervene and help me solving my delayed payments.
At this current time i have three "under review" withdrawals at Neon54 Casino:
(There was no bonus on the 14€ deposit that originated this winnings / the casino itselft says i'm "verified")
- 500€ - made 31/12/2025
- 499€ - made 01/01/2026
- 498€ - made 02/01/2026
Since then i made five contacts with Neon54 Casino, one in chat and five by e-mail. The answer is always the same:
"Rest assured, you won’t have to wait much longer for an update about your funds."
"There is currently a slight delay, and I truly apologize for any inconvenience this may have caused."
"After looking into your request, we noticed a bit of a holdup in the processing."
One week has passed since my first withdrawal and i still have not been payed.
Please, help me. This is becoming very frustating.
Thank you.

Resolved

€1,497

Withdrawal delayed beyond stated processing time

I am submitting this complaint due to delayed withdrawals at Neon54 Casino that exceed the casino’s stated processing time, with no concrete explanation or timeframe provided.

Withdrawal details:
• 5,000 NOK requested on December 10, 2025 at 23:34
• 5,000 NOK requested on December 12, 2025 at 08:39
• 5,000 NOK requested on December 13, 2025 at 08:18

According to Neon54’s withdrawal policy and repeated confirmations from their support team, withdrawal requests are processed within 0–3 business days, excluding weekends.

The withdrawals from December 10, 12 and 13 are now overdue.

Verification status:
Although my account stated that verification was not required, I proactively sent full KYC documentation on December 11, including:
• Utility bill (address verification)
• Passport
• Proof of deposit from my bank
• Photo of the payment card used (with sensitive details masked)

On December 12, Neon54 support confirmed in writing that:
• My withdrawals were correctly queued
• Verification was not required
• Processing time is 0–3 business days

Despite multiple follow-ups via live chat and email, I have received only generic responses. On December 17, Neon54 explicitly stated in writing that they do not have a specific date for processing the withdrawals.

As of today the 18th of December the withdrawals in question are still marked as "processing"

No concrete timeframe has been provided, and no withdrawals have been paid so far.

Summary:
• Withdrawals exceed the casino’s stated processing time
• Verification has been confirmed as not required
• No rule violations have been alleged
• No specific processing date has been given despite repeated requests

I am requesting AskGamblers’ assistance to help resolve this matter and ensure my withdrawals are processed.

Amount in dispute
15,000 NOK (currently requested withdrawals)
Note: additional funds remain in my casino balance (75.000 NOK) and are dependent on these withdrawals being processed.

Resolved

kr90,000