Casino Moons - El reintegro del jugador se ha retrasado.

The casino is called Casinomoons Well on October 10th 2022 I deposited 25$ twice so $50 in total that's what I've been playing on. I know if you play the free spins or the promotions that if you go to withdrawal it won't let you cause they were bonuses. But that's not the case. I was playing with the money I deposited and got up to $2000 and something I started to play live blackjack won and lost. I decided at around $1150.00 I was gonna withdrawal. So that's what I did. It put the winnings into the pending section. A couple days later I asked the help person if the day I thought was right for receiving the deposit they agreed that yes that day I thought I would of got it was correct. So I continued to wait till that day. I checked it was still not received so I went to ask them once more then at that time I received an email from casinomoons about my withdrawal getting rejected and they where keeping my winnings and trying to say the reason why I wasn't gonna get it is because my account was bonus abuse. I have the whole conversation screen shoted and the info about withdraw and free spins and every move I did while playing that casino. After I did the withdrawal yes I did play free spins after the withdrawal was already done maybe they got that mixed up or something then thought I was using the free spins for my winnings or something but I can prove that the withdrawal was before I played any free spins. I have more screen shots if you want to see conversation just let me know or email me at j***420@gmail.com thanks for your time and for looking over my message thanks Jason lance

Dear Smokie333,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Smokie333,

Have you received your withdrawal from the casino yet?

Hello Kristina thanks for taking the time to help me get this issue fixed. To answer your question it's a no to receive my withdrawal just yet. My ecopayz i

Thank you for your reply, Smokie333. Do I understand correctly that the casino confiscated your real money winnings?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Smokie333, could you please post here (or forward me) your full bonus history?

thats all the bonus I will have 7

Thank you very much, Smokie333, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you Kristina for you time and work. I also hope this can get resolved asap too. Happy holidays.

Hello Smokie333,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I am extending the timer one more time. It is possible that because of the holidays, it will take longer until we get a response from a casino.

So what happens if the casino doesn't reply. What happens about my withdrawal of my winnings ?? Cause that's not fair after all this time we have spent over this complaint and nothing gets resolved and I loose out on my winnings.

Thanks again for your work and time. I hope you all had wonderful holidays.

Thanks again

Jason Lance

So I see the time is up for casino moon casino still hasn't reached to reply are situation what happens now can I still get my withdrawal that I've requested that I have won. Thanks Jason Lance

Hello Smokie333.

Unfortunately, if the casino won't respond here, there is not much to do. However, this casino was answering previous complaints, so I believe the delay is only because of the holidays. I am extending the timer till 10.1. - till then, they should answer, or I will need to close the complaint as unresolved. (which will have an impact on the casino's rating)

If casino moons casino does not reply then that should show that they are in the wrong and ripping customers off. You say that there is nothing you gurus can do if they don't reply back mean while I've shown all the evidence on my part to prove there are scamming people. Then I should be able to collect the winnings I've one. If you gurus can't resolve these situations then why are we even getting you guys to help. Isn't that why you all are here is to help us and get the situations resolved????

DearSmokie333,

I understand that you are unhappy with the current situation. This casino was solving complaints before, so submitting your complaint here wasn't wasting your time. After the complaint is closed, the rating of the casino will be lowered, and your complaint will be published as a warning for other players.

However, I hope the casino reopens the case when they realize a rating drop and try to solve the situation.

(it is possible that they do not reply because of an accident/ changing the responsible person etc.)

This casino group has 43 resolved complaints on our website. So please stay optimistic. I understand it is unpleasant, but we can't help you without casino assistance. So closing a complaint as unresolved is the best way to proceed.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best regards,

Matej