Moon Roll Casino - La cuenta del jugador se cierra durante el proceso KYC.

nice to meet you.

On June 15th, while I was playing Evolution Live Baccarat at Moon Roll, my account was suddenly locked and I was kicked out of the official Discord group.

When I asked support why, I was told that due to the large amount of bets and winnings, I was asked to submit KYC for AML compliance purposes.

On the same day, the 15th, I submitted photo ID, but on the 16th I received a response that the documents were incomplete, so on the 18th I submitted a certificate of employment and four months' worth of pay slips.

After submitting the documents, the response from support was extremely slow, and I didn't receive any response from the VIP host in charge either.

We continued to receive no response to our questions, and on the 21st, support replied that it may take up to three weeks to complete the KYC verification.

In response to that email, I asked if it would take that long to verify the documents, but I have yet to receive a reply and KYC has not been completed.

I bought about $3,000 of Moon Roll Coin, a virtual currency launched by a casino, and am staking on the casino site. I was confirmed as first place in the weekly race that week, but I still haven't received the $2,500 prize.

初めまして。

6月15日、Moon RollにてEvolutionライブバカラをプレイ中に突然アカウントがロックされ、Discordの公式グループからキックされました。

サポートに理由を尋ねたところ高額ベット、高額勝利金が原因でAMLcomplianceの観点からKYCを提出して欲しいとの回答が来ました。

同日、15日に顔写真付き身分証の提出を行いましたが、16日に書類不備との返答を頂き、18日に雇用証明書・給与明細4ヶ月分を提出しました。

書類提出後、サポートからの返信が極端に遅くなり担当であるVIPホストからも返信が来なくなりました。

こちらからの質問は返答が貰えない状態が続き21日にサポートからKYC検証の完了には3週間かかる場合が有ると返答を頂きました。

そのメールに対して、書類の確認にそこまで時間が必要ですか？と尋ねましたがそれについては未だに返信も貰えず、KYCも完了していない状況です。

Moon Roll Coinと言うカジノがローンチしている仮想通貨を3,000ドル程購入しておりカジノサイト内にてステーキングも行っております。その週のウィークリーレースも1位が確定しており賞金の2500ドルも貰えずのままです。

Dear tdragon8824,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Moon Roll Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please explain how much you deposited in the casino, approximately?
• Could you please clarify how much the casino withholds from your player's account?
• Could you please share with me your communication with the casino regarding the accusations against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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

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

Stay cautious and contact us directly if you have any doubts.

Dear tdragon8824,

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.

thank you for your reply.

I registered with the casino on May 23rd.

Since then I have made several deposits and withdrawals.

The game I played to increase my balance was Evolution's Live Baccarat.

I have never used any deposit bonuses.

I cannot check the exact balance as my account is locked.

返信ありがとうございます。

カジノに登録したのは5月23日です。

そこから数回に渡り入金や出金を行いました。

上記残高を増やすために行ったゲームはevolutionのライブバカラです。

入金ボーナスは一度も使っていません。

正確な残高はアカウントがロックされているので確認ができません。

KYC has not yet been certified, and I have not received any response from the management support.

いまだにKYCは認証されていませんし、運営サポートからも一切返信がありません。

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Dear tdragon8824,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear tdragon8824,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef