Neon54 Casino - Вывод средств игроком задерживается из-за проблем с верификацией.

Good day, ladies and gentlemen. I received a bonus from the aforementioned casino and fulfilled the wagering requirements. Afterwards, I wanted to withdraw the winnings. For weeks, nothing happened. When I contacted support, they said it was a verification process. I uploaded the documents several times, and then they were eventually accepted. Once all the documents were accepted, they then requested a Skrill statement. However, I never made the deposit via Skrill (at the time, I didn't even have a Skrill account; I created one later hoping there might be a transaction history, but there wasn't). The deposit was made via Paysafe but processed through Skrill. I have the deposit receipt, which I submitted, but it was rejected. So, basically, the issue is the verification process, which is failing, and that's why the withdrawal cannot be processed. I hope for a positive outcome and thank you in advance. Kind regards, Divna M.

Guten Tag sehr geehrte Damen und Herren. Ich habe dem besagten Casino einen Bonus gehabt, den umgesetzt. Danach wollte ich diesen Betrag auszahlen. Wochenlang ist nichts geschehen, als ich mal den Support kontaktiert habe, hiess es Verifikation. Mehrfach die Dokumente hochgeladen, und dann wurden sie irgendwann mal akzeptiert. Als dann alle Dokumente akzeptiert wurden, verlangten sie dann einen Skrillauszug. Ich habe die Einzahlung jedoch gar nie über Skrill getätigt (zu dem Zeitpunkt, hatte ich gar keinen Skrill-Account, habe nachträglich einen erstellt in der Hoffnung dass es evt eine Transaktionliste gibt, gab es aber nicht). Die Einzahlung wurde über Paysafe getätigt jedoch via Skrilll abgewickelt, die Quittung von der Einzahlung habe ich, die habe ich auch eingereicht, wurde jedoch abgelehnt. Also im Grunde geht es um die Verifikation welche nicht klaplt und die Auszahlung deswegen nicht ausgeführt werden kann. Ich hoffe auf ein positives Ergebnis und Danke Ihnen im voraus. Liebe grüsse Divna M.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Do you have any PDF statements from Paysafe that would show all the transactions you made in August, not just the one deposit you made into this casino? If so, have you tried sending this transaction statement to the casino for verification?
• Does your transaction statement contain all the personal information necessary to verify that you are the owner of the account used to deposit money into this casino?
• Have all your other documents been approved during KYC?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, I made a deposit using the 16-digit code, and this was the only deposit I made at this casino. I always deposited using the 16-digit code and not a Paysafe account, as I don't have one. Yes, everything else was accepted: a photo of both sides of my ID card, a bank statement, proof of address, and a selfie with my ID card. Now, the only thing missing is something I can't provide, as I didn't have a Skrill account at the time. It was a deposit of CHF 25.

Thank you in advance.

Best regards

Guten Tag, ich habe über den 16stelligen code einbezahlt, und diese Einzahlung war die einzige welche ich getätigt habe bei diesem Casino. Ich habe generell mit dem 16stelligen Code und nicht mit einem Paysafeaccount einbezahlt, da ich keinen Paysafeaccount habe. Ja soweit wurden alle anderen Dinge akzeptiert. Bild von der Identitätskarte beidseitig, einen Kontoauszug, einen Adressnachweis und ein Selfie mit der Identitätskarte. Jetzt fehlt nur noch etwas was ich nicht haben kann, da ich keinen Skrillaccount hatte zu dem Zeitpunkt. Es war eine Einzahlung von 25 CHF

Ich danke Ihnen im voraus

Liebe Grüsse

Do you have any receipts confirming that you bought this 16-digit voucher and used it for depositing into this casino? Moreover, please forward me all the communication between you and the casino customer support regarding the issue with the verification of your deposit at [email protected]. Thank you for your cooperation.

It's been 4 months already, and unfortunately I no longer have the receipt. I will send you the email exchanges by email.

Thank you

Kind regards

Es ist bereits 4 momate her, den kaufbeleg habe ich leider nicht mehr..ich werde Ihnen per Email die verläufe der Emails senden

Vielen dank

Liebe Grüssr

Hello Divna54,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Divna54

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, Samuel ([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,

Veronika

Good day, dear Veronika, I thank you and the Casinoguru team for the work you do.

Kind regards

Divina

Guten Tag sehr geehrte Veronika, ich danke Ihnen und dem Casinoguru Team, für die Arbeit die sie leisten.

Freundliche Grüsse

Divna

Dear Divna54,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BassBet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Neon54 Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel