Moonspin Casino - La retirada del jugador se ha retrasado durante semanas.

This site is a complete fraud. I have over $440 in redemptions pending now for nearly a month. Mind you, they claim their redemption SLA is 5 business days, MAX. I've been following up with them daily and every single time I tell them to process my money, they say "it has been expedited" and that they are running into some "technical difficulties" or "downtime". Nothing has been expedited and there are no "technical difficulties" that delay redemption for a month. I've already redeemed a much smaller amount from this website once (about 100 SC) and that also took an unacceptably long time (around 2 weeks), so this has nothing to do with KYC, account verification, or any other fake stipulation. The simple fact of the matter is that this specific redemption is 4x the amount of the previous one, so they're hoping they can delay it until I either forget about it or cancel the redemption and lose it on their site. Not going to happen.

I told their support team that I would be taking the necessary steps to escalate this issue, so I've filed a complaint with Trustpilot, LCB, CasinoGuru, and AskGamblers. I will also be submitting a letter to the local attorney general as well as a complaint to the FTC detailing everything (including all documentation, screenshots, chatlogs).

If they still refuse to pay out even after all of this, I will be filing a chargeback for what I paid and pursuing small claims arbitration to reclaim the rest of my winnings.

Anyone who has not yet been paid should take the exact same steps. Another casino that has not been paying is now in a hot mess after I've done this. I warned these scammers that they would pay tenfold for attempting to rob me, so here we go. You asked for it, you get it.

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Dear Obiching,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly you made the last successful redemption?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Absolutely and thank you for the prompt follow-up here.

My last (and only) successful redemption was on February 12th, 2026, per the attached image.

Yes, KYC (all steps) were completed before I ever wagered a single SC. I've never had any issues with KYC with any other online casinos. Furthermore, they already completed one redemption, which further corroborates that KYC is not the issue.

No bonus was active to achieve my winnings. I did not use any free bonus money. The winnings were from buying an SC package, wagering those SCs, and winning.

Thank you and let me know of any other questions.

Cheers.

Hi Kristina,

Following up here. Were you able to reach out to them?

Thanks.

Thank you very much for your reply, Obiching. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Obiching,

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.

Hi Charlotte,

I hope you enjoyed your time off. Just sent a bunch of support/email correspondence with them to your email. You should have everything you need now.

Thanks,

David

Dear Obiching,

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, Martin (martin.l@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,

Kristina

Hello Obiching,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Thanks, Martin. I truly appreciate it.

Also, Moonspin is listed as one of CasinoGuru's recommended "safe" casinos. I'd highly recommend changing that. Maybe that used to be the case at some point, but currently nobody is getting paid by them. If you look at TrustPilot, you'll see a stark shift that took place roughly since the beginning of this year. Since then, virtually everyone has rated them 1 out of 5 stars - and all for the same reason: redemption issues. Read the reviews - you'll see that they've stopped paying anybody their winnings.

This is especially concerning because they are simultaneously ramping up their promos more aggressively than I've ever seen. I constantly get emails from them about deposit bonuses, promotions, events, tournaments, free spins, packages, and more. For a site that claims to be delaying redemptions because of issues such as delays with their processor and a large backlog of redemptions, this behavior is completely contradictory to addressing those issues. If they truly had those issues, they would have paused accepting new players and payments as well until they can sort out their issues. But on the contrary, they are trying to recruit MORE players and acquire MORE payments. Seems to me like a last-ditch effort to scam as many people out of as much money as possible before they completely disappear out of existence. We need to hold these people accountable.

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.