Moon Roll Casino - La cuenta del jugador está cerrada y el retiro está bloqueado.

Hello I won a big amount.

I withdraw a small amount its keep declining

KYC was pending all the time even if I didn't upload anything.

After keep to withdraw. My account was suspended.

chat offline since I won.

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Hello,

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

• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• Have you received any explanation from the casino regarding the repeated cancellations of your withdrawal requests?
• Did you fulfill all the wagering requirements before attempting to withdraw your winnings?

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

Just slots I had some lucky hits. With no bonus and no explanation.

Do you have any communication with the casino customer support regarding the suspension of your account? If so, kindly forward it to me at veronika.f@casino.guru, or post screenshots here. Thank you for your cooperation.

There is non they not reply to anything or chat doesn't work.

Please forward me a screenshot showing the error you see when you try logging into your casino account at veronika.f@casino.guru. Thank you for your cooperation.

Forwarded and sent.

Thank you for your email.

Do you have any evidence of the winnings you accumulated at this casino? Have you received any email confirmations regarding your withdrawal requests, or did you take any screenshots of your balance?

Dear pragstert,

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.

They blocked my account I can't login I can't do anything anymore They not talk to me. I can't do nothing.

I am not sure what to do.

[Username hidden by Casino Guru]

Dear [Name hidden by Casino Guru],

​ ​

We will refund your winnings. But in order to do so, we would like to ask you to email us with the following information:

​

Account holder's name: X (full name should be provided)

Account holder's address: X (physical address: city, street, building)

Account holder's email address: X

Date of birth: X

Bank name: X (full name of your bank)

Bank address: X (physical address: city, street, building)

Account number: X

Transit number: X

Institution Number: X

SWIFT (or BIC): X

​

Should you have any questions or doubts, please do not hesitate to contact us via email or chat.

​

Best regards,

PlayMojo Casino Support

This was there last email I replied it's close to getting solved..

Have you received any response from the casino after sending them the requested information?

Have they informed you when you can expect to receive your refund?

No nothing at all No chat available no email responds.

The email you posted here shows that you were communicating with PlayMojo Casino Support. However, your complaint is currently assigned to Moon Roll Casino.

Could you kindly clarify which casino your complaint is regarding? This information is important so that we can properly address your case with the team of the relevant casino.

There is not much more.

Dear pragstert

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, Peter (peter.c@casino.guru). 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

Thank you I hope we can get the casino in.

Hello there,

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

I would now like to ask Moon Roll Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help the player receive their winnings.

Thank you!

Thank you so much. I did nothing wrong. Instant block after I wanted to make 1 withdraw.

Yes they are not coming?

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.

Yea this is a scam casino.

Dear pragstert,

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. 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 might 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. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter