FCMoon Casino - El retiro del jugador se retrasa debido a problemas con la cuenta.

I got a successful withdrawal from FC Moon, to my Revolut account. But at the same time without me knowing, suddenly my Revolut bank account was restricted, so I had to verify some things. Therefore, the payment from FC Moon, and provider Bear Payments UAB was sent back. showing screenshot from revolut regards to this.

So I contacted FC Moon. Either they dont understand what I mean, or they deliberately try to just take the returning withdrawal. because I have not been credited it. I talk to the live chat, they tell they create a ticket and get answer within 72 hours, this does not happen. the mail I had some contact in the start, security@fcmoon.com, is not longer possible to send mails at...

Dear brorkorsaeth,

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

• Could you please specify the exact date when the payment was returned from your Revolut account to the casino?
• Have you contacted your payment provider to obtain a tracking number or any other identification details you could send to the casino to verify the returned transaction?
• When was the last time the casino contacted you regarding this withdrawal issue?
• Have you successfully withdrawn funds from this casino in the past?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

• Could you please specify the exact date when the payment was returned from your Revolut account to the casino? 3rd April

Have you contacted your payment provider to obtain a tracking number or any other identification details you could send to the casino to verify the returned transaction? I did not get anything more than the info on the screenshot. Should I get some more information, is that screenshot not enough? If so I guess I can try to contact revolut again. But biggest problem is that FC moon is saying different things.

When was the last time the casino contacted you regarding this withdrawal issue? 19th may. The message was:

Dear player,

I hope this message finds you well.

We have received confirmation from your bank or payment provider that the transaction was automatically reverted due to a restriction. The funds have been returned to your account.

This means that the deposit was unsuccessful and will not be completed, even at a later time.

We kindly ask you to check your bank account to confirm the refund. If you wish to proceed, you may attempt another deposit using a different method or contact your bank for further clarification regarding the restriction.

If you have any questions or need assistance, please don’t hesitate to reach out to us. We are here to help.

Best regards,

The money is not back at my betting account(is that what they mean?), and then later in the response they talk about check my bank account, that is no point, the money should go back to them, not my bank account.

Have you successfully withdrawn funds from this casino in the past? yes, after this as well

From the response provided by the casino, it seems they are referring to an unsuccessful deposit attempt. However, based on your description, it sounds like the issue concerns an unsuccessful withdrawal of €2,000 from your casino account.

Could you please confirm whether the €2,000 in question were winnings that you requested to withdraw, rather than funds you tried to deposit into the casino?

Additionally, would it be possible for you to contact Revolut Customer Support and request a tracking or reference number for the transaction? You could then forward this number to the casino to help them investigate the issue more effectively.

1 of 2 replies:

Veronica, I thought we had a mail thread going on, lots of communication. But it felt like I was talking to FC Moon. Not you. What is happening??

The reference number is: 203719167117896759 . but fc moon does not reply longe to this case, that is why I made a complaint.

I confirm that it was 2000 euro withdrawal from casino that was sent(and returned), not a failed deposit.

But I got bigger problems now. Suddenly I got message on my mail that I have created a new account. My "old" account I lost access to. So either fc moon has done this, or a person has managed to hack into my account(even though I have 2FA) and then created a new account with my mail just to mask the fact that he/she has taken over my account. the timing where is odd, when I am in this complaint case.

I talked to chat, they have suspended both account(they say), and investigate and will answer me in 72 hours(which I hope is true for this time, has never happened before):

Luckily I have screenshots to proof the money I had on account.

Would love that FC Moon could fix all this,

Please forward me the email communication you've mentioned at veronika.f@casino.guru. I have not contacted you outside this thread.

Yes, I did that now.

Thank you for the email.

After thoroughly reviewing your case, we regret to inform you that you've unfortunately fallen victim to a sophisticated scam. We want to clarify that we, at Casino Guru, are committed to providing free mediation services to players and never, under any circumstances, ask for any financial payments in exchange for assistance. I have mentioned it in my FIRST RESPONSE in this complaint thread as well. The email address you received messages from, casinoguru@consultant.com, does not belong to any legitimate representative of our company, and the individuals behind this address have been known to attempt similar fraudulent schemes involving both requests for sensitive information and financial transactions from unsuspecting users.

Please be aware that we use only official email addresses for communication. Any emails you receive from sources other than the ones listed in the complaint thread or from our official website should be treated with extreme caution.

Have you sent the money the scammer requested from you?

Am I correct in understanding that there has been a second casino account created in your name? Have you accessed this second account?

Wow, but yes, I felt that way.

I did not send any money, so all is good.

Do you know how they got the mail, or do you think it is the same person that got access to my account?

And I got the account back from FC Moon, will all money from there.

So now I am just waiting for the returned withdrawal, and withdraw of the other funds I have.

Please forward me the communication between you and the casino regarding the second account at veronika.f@casino.guru. Am I correct in understanding that the casino closed your duplicate account, and they allowed you to access your original account without any issues?

Dear brorkorsaeth,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry. Yes, I know, I am glad I did not fall for it.

The issue is still not resolved, I have not gotten any response from FC Moon in 2-3 weeks now. So hope you can help me get to them

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you brorkorsaeth for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask FCMoon Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

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 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter