Neon54 Casino - Выигрыш игрока конфискован.

Greetings,

On October 28, 2025, at 6:03 PM, I deposited €40 into my Neon54 casino account. I then activated a bonus and went into the slot machine to play. I won €555.80. I exited the slot machine, and my account had €579.94. I exited the game, but after a while, I went back in and noticed that my account had €0. I contacted support and they told me that since I had a withdrawal in progress, my bonus had been canceled. It doesn't seem normal to me that first they let me activate it, then I won €555.80, and then it was canceled. Can you please help me? I await your response. Best regards.

Salve,

Sul mio account sul casinò Neon54 il giorno 28 ottobre 2025 alle ore 18:03 avevo depositato 40 euro, poi ho attivato un bonus e sono entrato in slot a giocare, ho vinto 555,80 euro, sono uscito dalla slot e sul conto avevo 579,94, esco dal gioco, dopo un po' rientro e sul conto mi accorgo che ci sono 0 euro, ho contattato l'assistenza e mi hanno detto che dato che ho un prelievo in corso mi è stato annullato il bonus, ma a me non sembra normale che prima me lo fanno attivare, poi vinco 555,80 euro e poi me lo annullano, potete aiutarmi per favore? Resto in attesa di una vostra risposta. Cordiali saluti

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Neon54 Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please describe the timeline of key events in more detail?
• When did you request a payout of your winnings?
• Have you made a deposit in between the events you are describing?
• Have you completed the wagering requirements of the bonus that came with your 40€ deposit?
• What games did you play to accumulate your current balance in the casino? (other than the Games of Olympus slot)
• Could you please share with me your communication with the casino regarding the justification for the confiscation? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Hi, I replied via email. My email address is [removed by casino.guru admin]

I look forward to hearing from you.

Best regards

Salve ho risposto tramite email. La mia email è [removed by casino.guru admin]

Resto in attesa di una vostra risposta.

Cordiali saluti

I saw your request to Neon54casino. You wrote that I find the request unreasonable. However, you must clarify that I find the request to zero my account unreasonable, because they made me make a deposit, let me play the slots, and won €555.80. Afterwards, they canceled my bonus and zeroed my account, telling me it was incompatible with the fact that I had a pending withdrawal. I want my money back from them, because they should have been the ones to prevent me from activating the bonus without the ability to deposit and play.

Ho visto la vostra richiesta inviata a Neon54casino, avete scritto che ritengo irragionevole la richiesta, ma dovete precisare che ritengo irragionevole la richiesta di portare il conto a zero, perché mi hanno fatto fare il deposito, mi hanno fatto giocare alla slot, ho vinto 555,80 euro dopodiché mi hanno annullato il bonus e portato il conto a zero dicendomi che era incompatibile con il fatto che avevo un prelievo in corso. Io rivoglio i miei soldi da parte loro, perché dovevano essere loro a non farmi attivare il bonus senza la possibilità di depositare e giocare

Thanks for your replies and the information provided via email.

You previously mentioned that you contacted casino support and were provided an explanation.

Could you please share the chat transcript of your interaction with support regarding the issue?

Send it to my email at [email protected] for review.

Thanks in advance for your cooperation. I apologize for the inconvenience.

Unfortunately Tomas I didn't take the screenshot

Purtroppo Tomas non ho fatto lo screenshot

Thanks for your reply.

Have you made sure you completed the wagering requirements of the bonus you accepted and played?

Was there any warning that you would forfeit the bonus when you requested a payout from the casino?

Could you please clarify who made the decision to cancel the bonus in your situation?

Looking forward to your reply.

The wagering requirements were a deposit of 40 euros, which I made. There was no warning that I would lose my bonus, and the decision was definitely made by neon54 casino, because as soon as I left the game and then came back in, my account was empty.

I requisiti di scommessa era deposito di 40 euro che ho fatto , non ci stava nessun avviso che che avrei perso il mio bonus, e la decisione è stata presa dal neon54 casinò sicuramente, perché appena sono uscito dal gioco e poi rientrato di nuovo mi sono ritrovato il conto a zero.

Dear VincenzoIorio

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, Kubo ([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,

Tomas

That's fine, I'll wait for your colleague. Thank you very much.

Va benissimo aspetterò il suo collega. Grazie mille

Dear VincenzoIorio,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Neon54 Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Neon54 Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Dear Casino Guru,

We can confirm that players bonus was canceled because the wagering requirements were not fully met.

In accordance with our terms and conditions 7.13 :

• Customers attempting to withdraw funds before the wagering requirements are met will have their bonus balance and all winnings derived therefrom voided.

Bonus funds must be played through a specified number of times before they can be withdrawn.

Players attempt to withdraw the bonus balance without completing this requirement resulted in the automatic cancellation of the bonus.

Consequently, there is no active balance on his account.

We encourage player to review the specific terms of the bonus offer for future reference.

If you have any further questions, please do not hesitate to contact us.

Kind Regards,

Neon54 Casino

That's not exactly the case. So, if it wasn't possible to activate a bonus because there was a withdrawal in progress, when I deposited the 40 euros, the system shouldn't have let me activate the bonus. Instead, you made me activate it while playing, and then, since I won more than 500 euros, you cancelled it. I want my money back, period.

Non è proprio così, allora se non era possibile attivare un bonus perché c'era un prelievo in corso, quando ho depositato i 40 euro, il sistema non mi doveva fare attivare il bonus, invece me lo avete fatto attivare giocare e poi dato che ho vinto più di 500 euro allora dopodiché me lo avete annullato, rivoglio i miei soldi punto.

And then when I ever requested a withdrawal of the 500 euros or more I won, you cancelled it, now you're making up all these stories to avoid paying the winnings, by doing so it's a real scam.

E poi quando mai ho richiesto il prelievo dei 500 euro e più vinti, voi me lo avete annullato, ora vi inventate tutte ste storie per non pagare la vincita, così facendo è una truffa vera e propria.

Dear Neon54 Casino,

To proceed with our investigation, could you please provide evidence supporting your claims regarding this issue? Specifically, we kindly request the complete gameplay history for the player from the moment the bonus in question was activated. All relevant actions - including withdrawal requests, bonus activations, and any instances of the bonus balance being voided - should be clearly timestamped and visible in the provided documentation.

Please feel free to send the requested materials to [email protected].

Thank you for your cooperation.

Dear Kubo,

We have sent the evidence to you via email. Please check your inbox.

Kind Regards,

Neon54 Casino

But what evidence? You made me activate the bonus as soon as I deposited 40 euros, with a withdrawal in progress. You also made me play the slot machine. Then, since I won 500 euros or more, you canceled the bonus. It's a scam in every respect. If you wanted to do things properly, if a withdrawal was in progress, the system shouldn't have let me activate the bonus. Instead, the system didn't block anything.

Ma quali prove, voi mi avete fatto attivare il bonus appena ho depositato 40 euro, con un prelievo in corso, mi avete fatto anche giocare alla slot, poi dato che ho vinto 500 euro e più mi avete annullato il bonus, truffa a tutti gli effetti, se volevate fare le cose per bene, se era in corso un prelievo il sistema non mi doveva fare attivare il bonus, invece il sistema non ha bloccato niente.

Dear Neon54 Casino,

Thank you for your clarification. However, the player states that the wagering requirement for this particular bonus was only 1x the deposit amount, which he believes he has met by wagering €67.80. Could you please confirm whether this wagering requirement is correct?

Thank you.

Dear Casino Guru,

We have confirmed that wager was X35 and added correctly.

The Terms and Conditions are included in the promotional email and are also available in the Bonus section, where the player can view the bonus progress.

Kind Regards,

Neon54 Casino Team

Dear Neon54 Casino,

Could you please clarify whether you have implemented any pop-up or in-game notification to inform players that their bonus will be forfeited upon submitting a withdrawal request, aside from the information provided in the Terms & Conditions?

Thank you in advance for your clarification.

Dear Kubo,

Email has been sent to you with more details.

Kind Regards,

Neon54 Casino Team

Dear Neon54 Casino,

I have responded to your email with a few additional inquiries and look forward to your response.

Thank you for your cooperation.

Dear Casino Guru,

Email has been sent, and your request has been escalated to the relevant department.

Kind Regards,

Neon54 Team

Dear Neon54 Casino,

Thank you for your escalation. I am still awaiting a response from your relevant department.

Hello VincenzoIorio,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru