Neon54 Casino - Il prelievo del giocatore è ritardato a causa di problemi KYC.

Hi! I won on 1.11.2025 and at first everything went normally. Then suddenly my withdrawal was blocked and the casino started Kyc

I have provided them with all the documents they requested and they are not responding to me anymore.

Hei! Voitin 1.11.2025 ja aluksi kaikki sujui normaalisti. Sitten yhtäkkiä nostoni estettiin ja kasino aloitti Kycin

Olen toimittanut heille kaikki pyytämät dokumentit ja he eivät vastaa minulle enää.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hey, yes I understand this but I have sent them everything they asked for and more.

The last one they asked for was in November. They claim that the documents are not original from the bank even though they were downloaded directly from my bank.

They don't answer me anymore, and they haven't asked for anything.

I have sent

-photo of driver's license, both sides

-selfie with driver's license, casino website visible in the background.

-Three months of bank statements.

-zimpler transaction history, downloaded from the bank.

Hei, kyllä ymmärrän tämän mutta olen lähettänyt heille kaiken pyytämänsä ja enemmän.

Viimeisimmän marraskuussa mitä pyysivät. He väittämävät että dokumentit eivät ole pankin alkuperäiset vaikka ne ovat suoraan ladattu pankistani.

He eivät vastaa enää minulle, eivätkä ole pyytäneet mitään.

Olen lähettänyt

-kuva ajokortista, molemmat puolet

-selfie ajokortin kanssa, casinon sivu näkyen taustalla.

-Kolmen kuukauden tiliotteet.

-zimpler tapahtumahistoria, ladattuna pankista.

Please forward me the documents you sent to the casino for verification, along with all the communication between you and the casino customer support regarding the verification of your account at [email protected]. Thank you for your cooperation.

Hi, I emailed these a few days ago.

Hei, lähetin nämä sähköpostitse muutama päivä sitten.

Dear Kokkiis

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, Martina ([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

Dear Kokkiis,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Neon54 Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear Kokkiis,

Thank you for reaching out to us.

We would kindly like to apologize for the inconvenience.

Please be informed that we are currently investigating the delay of your verification and will contact you as soon as possible with further information.

We thank you for your patience and understanding.

Kind regards,

Neon54 Casino Team

Hey, you've been watching my documents for two months now and giving roundabout answers, without answering anything.

All the documents have been sent to you many times, but you have not accepted them, even though they are the original documents from the bank in the PDF format in which you are requesting them.

Hei, olette kaksi kuukautta katselleet jo dokumenttejani ja antaneet ympäripyöreitä vastauksia, mihinkään kuitenkaan vastaamatta.

Kaikki dokumentit on teille laitettu moneen kertaan, mutta ette niitä ole hyväksyneet, vaikka kyseessä on pankin alkuperäiset dokumentit juurikin pdf muodossa, jossa niitä pyydätte.

Dear Neon54 Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.