NeonVegas Casino - Výběr hráče je zpožděn kvůli hlášené závislosti na hazardních hrách v domácnosti.

I deposited 35 euros and won, then tried to withdraw. Initially, they confirmed my withdrawal, but later I received an email stating they had closed my account because someone in my household (same address) had previously reported a gambling addiction at a sister casino to Neonvegas. I've never had an account with Neonvegas before. They have confirmed they will manually pay out the money, and I've sent in the relevant documents and received confirmation that they received the necessary paperwork. The latest email response from them states they're still investigating whether to pay out or not. But what is there to investigate? I've never had an account with them in the past, they allowed me to open the account only to later refer to me or someone else in my household having reported a gambling addiction at a sister casino. How does this have anything to do with the matter at hand? It seems a bit strange, and I'm wondering if they can really do this? I have all of the email correspondence saved.

Satte in 35 euro och vann, försöker ta ut. Till en början bekräftar de mitt uttag, därefter får jag ett mejl om att de stängt mitt konto då någon i mitt hushåll (samma adress) tidigare hos ett syster casino till Neonvegas anmält spelmissbruk, har aldrig haft konto hos Neonvegas tidigare. De har bekräftat att de ska betala ut pengarna manuellt , har skickat in relevanta dokument och fått bekräftat att de fått in dokumenten som krävs. Senast mejlsvaret från de är att de undersöker fortfarande huruvida de ska betala ut eller inte, vad finns det att undersöka? Har aldrig haft konto hos de tidigare, de tillåter mig öppna kontot för att därefter hänvisa till att jag eller någon i mitt hushåll anmält spelmissbruk hos ett systercasino, vad har det med saken att göra? Känns lite märkligt och undrar om de verkligen kan göra så här? Har all mejlkonversation sparad

Dear Micke78,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you passed the full KYC verification in NeonVegas Casino?

When was the last time you communicated with customer support regarding the payout of your winnings?

Please forward all the communication between you and customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

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 and thanks for the feedback, the last communication was yesterday. I email over all communications, they have confirmed the account is verified on two occasions. Both before withdrawals were first initiated, but also later when I supplemented with pictures of cards (masked) and bank statements

Hej och tack för återkoppling, senaste kommunikationen skedde igår. Jag mejlar över all kommunikation, de har bekräftat att kontot är verifierat vid två tillfällen. Både innan uttag först initierades, men även senare då jag kompletterat med bilder på kort (maskerat) och bankutdrag

Just got another email from them, where they confirm (again) that my withdrawal is approved and the money is on its way, hope it works this time. Otherwise, I'll get back to you

Fick Precis ett nytt mejl från de,där de bekräftar (igen) att mitt uttag är beviljat och pengarna på väg, hoppas det funkar denna gång. Annars hör jag av mig igen

Its solved!

Dear Micke78,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru