MoonWin.com Casino - La retirada del jugador se ha retrasado.

I won about 10k in the first instance and went to withdraw the daily limit of 7.5k.

I contacted chat to see what documents were required in order to process my withdrawal and offered to upload the documents then, and there, where they responded and told me there was no need. That their casino does not operate in player verification and my withdrawal will be on its way.

Fast forward 24hours, i contacted support for an update on my withdrawal which they then cancelled!! Claiming i needed to provide further documentation. Smh. So i provided documents at their request which made the withdraw process reset and it was delayed from their missjudgment at the beggining. 48 hours after requesting a new withdrawal and my withdrawal has not been processed despite the casino and its staff stating withdrawals take UP TO 48 hours.

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Dear Lmw2900,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Please understand that the KYC (Know Your Customer) process is a very important and essential step. It ensures that all funds are sent to the rightful owner. Since casinos cannot physically verify each player’s identity and documents, KYC is the only way to securely complete the verification procedure.

All serious and licensed casinos treat KYC with the utmost seriousness, and the process may take a few working days to complete.

Could you please clarify the following points to help us move forward:

• What specific documents were you asked to submit after your initial withdrawal request was canceled, and when exactly did that happen?
• Have you submitted all the required documents promptly and in the requested format?
• Were your winnings accumulated with or without an active bonus at the time?

Providing these details will help us address your case more efficiently.

I appreciate your patience and cooperation and hope we can resolve this matter as soon as possible.

Best regards,

Petra

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Lmw2900,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra