Neon54 Casino – generel debat (side 9)

Hej Radka,

Jeg sætter stor pris på din venlighed og undskylder igen for det sene svar; jeg mistede tråden.

Jeg ville gerne præcisere, at jeg var i stand til at foretage en hel del udbetalinger, og ret hurtigt endda. VIP-manageren kontaktede mig også ofte, og generelt var min oplevelse god.

Jeg placerede dog et vindende væddemål, der burde have genereret en præmie på €26.800, men den præmie blev ikke tilføjet til min saldo. Da jeg klagede, fortalte de mig, at de havde gennemgået runden flere gange og endda havde kontaktet spiludbyderen for at undersøge, hvad der var sket.

Jeg har adskillige beviser relateret til den runde. Jeg har runde-ID'et, skærmbilleder af det næste spil – som jeg også lavede i gentagen tilstand 🔂 – hvor det samme væddemål kan identificeres, en kommentar lavet i chatten og skærmbilleder af saldoen efter spillet.

Jeg har ikke et skærmbillede af øjeblikket umiddelbart før resultatet, men jeg mener, at runde-ID'et og resten af ​​beviserne burde give os mulighed for objektivt at identificere og verificere, hvad der skete. Desuden forstår jeg, at casinoet og/eller udbyderen burde have de officielle optegnelser for den pågældende runde.

Jeg ville ikke have lyst til at komme i konflikt med dette casino, for som jeg nævnte før, var jeg i stand til at foretage gode udbetalinger, og generelt var min oplevelse med dem positiv.

Men jeg mener ikke, at det burde påvirke dette specifikke problem. Hvis de officielle beviser og optegnelser bekræfter, at væddemålet var en vinder, og at den tilsvarende præmie var €26.800, mener jeg, at den burde være blevet krediteret min konto.

For mit vedkommende er jeg villig til at fremlægge alle de beviser, jeg har, så De kan vurdere sagen så objektivt som muligt.

Til sidst vil jeg gerne spørge, hvilke oplysninger jeg bør holde private, før jeg lægger beviserne ud på forummet, og hvilke jeg kan dele offentligt. Jeg ønsker ikke ved et uheld at afsløre følsomme data fra min konto. Hvis noget af beviserne indeholder oplysninger, der ikke bør offentliggøres, sender jeg det gerne til dig privat.

Tak igen for din hjælp.

Adrian

Hi Adrian! No worries. 🙂 It has been some time, so I hope you have been well!

I think I understand what you're saying, and I agree that in those circumstances you may feel something odd has happened, but you also don't want to upset the casino. Well, I'm sorry we cannot help with this case, but I certainly hope you won't have to face something so negative ever again. I would strongly advise clearing that matter out with the assistance of SiGMA ADR. You said it had ruled in your favor on one of your complaint requests, if I'm not mistaken.

Thanks, Radka, for your reply. I hope you’re doing great too!

I checked the database for the casinos that are part of SiGMA ADR, and this casino isn’t listed, so unfortunately they wouldn’t be able to do anything.

Yes, a few years ago I had a very bad experience. I don’t directly blame the platform we were talking about, but I did have issues with other casino complaint forums, where they ignored me and things got quite messy, and I eventually had to accept that I had lost a significant amount of money.

You and your colleague Martin have both been very kind and helpful from the very beginning, so I’d still like to know if there’s anything I can do.

Thanks in advance, and best regards,

Adrián

Well, I could do better, but that is not the point here.

One thing I may have misunderstood is that you kept mentioning some SiGMA ADR, which I'm not familiar with, but I got the impression that you had contacted that company and received some sort of statement. Now you are saying something else. This casino is licensed by the AOFA, if that helps. However, its ADR procedure is an irrational nightmare; you can read about real players' concrete and actual experiences with unresolved complaints here 👈

I'm sorry to say that I have no leads to provide further because the matter could not be accepted as a complaint; it's more about a technical issue without having a disputed round in the balance in the form of a screenshot. We have grounds to ask the casino or provider to investigate game rounds. I'm, however, glad to hear how helpful Martin was.

Dear Radka,

I don’t think I expressed myself clearly in my previous messages, as I uploaded some additional information that wasn’t necessary because I had more than one incident. However, the most serious one is the one I mentioned to you. I have screenshots of the specific spin in question because the game was in autoplay mode, as well as the exact time, spin ID, balances, the amount won, and I’m sure I have further evidence. So, this concerns one particular spin.

Someone also recommended that I try to recover the €200 bet from Neon54, which took place on September 20, 2024 and involved a multiplier mini-game. I have everything documented for that case as well.

I was reading the post you shared with me, and I sincerely wish the player the best of luck with their complaint. However, I also checked the AOFA database, and VIP HIVE Casino does not appear in the AOFA database as being licensed in Anjouan.

I would really appreciate any help or guidance you may be able to provide regarding these matters. In particular, I would also be grateful if you could let me know whether you think opening a complaint thread would be the appropriate next step in this case.

Best regards,

Adrián

Dear Adrián,

Okay, I'll try to stick to the specific case so we are on the same page. So your main, let's say, concern is the same issue you've already lodged as the complaint request three times in the past which could not have been approved, please?

I spot the most recent requested complaint again against Neon54, yet the disputed amount is different, but as far as I can guess from this ongoing situation, it's still the same matter. Please understand that my colleagues cannot investigate a situation dated back to 20 September 2024. There is really no point in lodging the same complaint request the fourth time. In my opinion this request will very likely be rejected again.

In any case, based on the review, you can see the license and its AOFA; thus, my tip on the other thread:

Hello Radka,

And thank you again for your kindness and for all the help you have been providing me.

I currently have two complaints regarding two specific bets:

Neon54: this concerns an incident from 2024. While recently reviewing the documentation and the steps I took at the time, I realized that I did not provide the correct bet ID in the place where I attempted to submit the complaint. The winning bet was €200, corresponding to a bonus multiplier minigame. I now have the correct bet ID, as well as additional documentation regarding the specific game round.

VIP HIVE: this is a similar case to Neon54, although in this case I have more evidence available, as I was playing in REPLAY mode. I also have the bet ID and additional documentation related to the game round.

I have documented both incidents, including the bet IDs and the additional evidence available, in the PDFs I am attaching.

Regarding Neon54, it is true that in 2024 I did everything I could to try to recover the winnings from the bet, but the complaint was not properly documented at the time. Now, after reviewing the case again, I have been able to locate the relevant information and the correct bet ID.

Yesterday, I also submitted a written complaint together with the PDFs to the Curaçao Gaming Authority in order to continue with the appropriate complaints procedure.

As you advised me, I will also submit the documentation to AOFA. I have already tried to handle these matters with them, but they have simply told me that everything is correct and even informed me that they had contacted the provider. For this reason, yesterday I specifically requested again any recordings or other available evidence of the specific game rounds, while also providing all the evidence I currently have once again.

Therefore, I would be extremely grateful if you could review the Neon54 case again, now that I have the correct bet ID and additional documentation, and, on the other hand, if we could continue trying to handle the more recent VIP HIVE complaint.

Both complaints involve significant amounts, so I would greatly appreciate any assistance you can provide in reviewing the game rounds and determining what actually happened.

I will be looking forward to your response.

Best regards,

Adrián

Dear Adrian, may I be honest for now? For the last few days I was constantly trying to tell you that my colleagues could not help you. If you already have AOFAs standpoint on this, I would consider the situation closed. You see, no one can investigate game rounds at the same official level that AOFA could order its tech labs to. Usually, a statement from the game provider is all it takes to resolve the issue. I have exhausted all polite ways to say that it appears you are still the only one who believes there is something to investigate after almost two years.

Besides, this casino is not licensed under Curacao, so I would not expect any progress.

Perhaps I mixed more incidents together, but this is not a place to go through VIP HIVE—whatever that is—so I'm only referring to the Neon54 situation.

So, if the current complaint request about the same rounds is rejected again, please consider that the final stage in this matter.

For mit vedkommende sendte jeg begge klager til begge tilsynsmyndigheder, hvor jeg høfligt spurgte, om disse casinoers licens udgjorde et patent i deres jurisdiktion, og skitserede mine påstande.

Hvis jeg ikke tager fejl, ændrede Neon54 i september 2024 sin licens fra Curaçao til Anjouan.

Så hvis der i sidste ende ikke er nogen direkte lovgivningsmæssig måde at inddrive beløbet fra Neon54-væddemålet på, skal jeg så betragte de penge som tabt for altid? Er der andre organer, ADR'er eller procedurer, hvorigennem jeg kan gøre krav på det?

Kunne Casino Guru desuden også mægle med VIP HIVE vedrørende mit krav på indsatsen på €26.800?

Faktisk har jeg ikke adgang til en anden klageplatform (jeg kunne nævne én), fordi efter at have gjort krav på det vindende og pitchede væddemål på Neon54 på den bedst mulige måde og blevet nægtet, blev min adgang til denne anden klageplatform og min casinokonto blokeret.

Derfor lykkedes det mig, efter så lang tid, at gendanne skærmbilledet med det korrekte ID i et online fotolagringssystem.

Så, da jeg forstår din holdning om, at en klage er gammel, og at I ikke har noget at gøre med VIP HIVE, er der intet, jeg kan gøre?

Tak,

A tomar por culo la bicicleta.. as we say in Spain ;D

Honestly, I would really appreciate it if the Neon54 game round could be reviewed again, because the amounts involved are real, and Casino Guru has not yet reviewed the case either. And although a lot of time has passed, I still believe there should be some kind of solution.

I see.

Well, when it comes to the perpetual request made to my colleagues here on the forum, I believe I explained all that. I know what you would appreciate, but it's not possible for my colleagues to do as you ask.

I also said that I have no idea what this "VIP HIVE" is supposed to be. If this is a casino page (not some VIP lounge, for example), you are welcome to lodge a complaint about matters included in the fair gambling codex and complaint instructions, preferably not older than 6 months. The mediators will explain the rest upon reviewing your complaint request because it's all about specific descriptions and proofs you have available to back up the complaint claim. If the matter is similar to the Neon54 case, I cannot say whether the request can eventually turn into the complaint.

That's basically all I can add, I reckon.

Kære Radka,

Den eneste grund til, at jeg klager igen over Neon54's spil, er fordi jeg tog et skærmbillede og beskar det. Det vindende spil var det næste, jeg klagede over på Ask Gamblers, og da jeg tjekkede mine fremskridt igen, indså jeg, at tiden ikke stemte overens.

Jeg gør alt, hvad jeg kan, for at genvinde begge de vindende spil, og det viser sig slet ikke at være nemt.

Tak igen,

Adrian

Ok, dear Adrian. Thank you for the update. I do not understand the part with the cropped screenshot, but I wish you all the best, of course!

Kære Casino Guru-team,

Jeg må sige, at jeg er meget bange. For to år siden stoppede Neon54 et vindende væddemål, og da jeg blev ved med at indbetale penge på min spillerkonto, sendte de €120.000.000 til min bankkonto ved to separate lejligheder. Jeg kontaktede min bank, bankens formidler, udbyderen og casinoet utallige gange. De holdt endda en fest i Barcelona, ​​og jeg tog derhen personligt for at forsøge at løse situationen med dem.

Jeg har kæmpet denne kamp i to år, og de beviser for mig, at disse mennesker ikke har skrupler. De bliver ved med at ødelægge mine høje indsatser og er fuldstændig uvillige til at erkende den enorme fejl, de begik ved at sende det uhyrlige beløb til min konto. I sidste ende viser de, at et menneskeliv ikke har nogen værdi for dem, og at jeg ikke burde være bange for at gå ud på gaden, fejre med mine venner og familie eller tage nogen steder hen alene.

Jeg har ikke anmeldt dem på grund af mulig gengældelse mod mig, men jeg har absolut alt dokumenteret, og jeg har gentagne gange bedt dem om at løse fejlen i mindelighed med de adskillige afspilninger, de 120 millioner, der blev sendt til min bankkonto, opkald fra fremmede fra forskellige ukendte numre med falske spanske præfikser, der, når jeg ringede tilbage, gik til telefonsvarer, og selvom jeg har verificeret sociale mediekonti med det blå flueben, har fremmede, der ikke identificerede sig, kontaktet mig, og jeg er sikker på, at de har skadet mig personligt, professionelt, i min familie og i mine personlige forhold.

Jeg beder venligst om jeres hjælp, fordi jeg ikke ved, hvad jeg skal gøre, og jeg ønsker ikke at blive syg.

Mange tak,

Adrian