Casino Moons - Player’s account has been blocked.

Casino moons now casino moons1 have blocked my account after I had been with them for a couple of months, I actually won was unexpected but nice $460 so I made a withdrawal, I am fully verified, all terms and conditions were met and after 5 days of it pending and I also had active money still in my account not from bonuses my actual money they have now disabled my account and refuse to respond to any emails, this is really disappointing and not fair, they are actually stealing my money that was sitting in my account that I had deposited. This casino is an absolute scam, I wish I’d done some more research online as I see this has happened to many people. There is no live chat only emails in which they ignore every single one. 

I only started playing to stop my head from going a million miles an hour due to my mum passing, it gave me something to give my head a break, never expected to make a withdrawal but when I did it was exciting. Shouldn’t be surprised this is what the world is these days, this casino needs to be blacklisted. I was sitting on the same money for about 2 days playing with only 1 deposit I believe, it was with a bonus I believe but all wagering requirements were met, I even had a live chat to someone who confirmed that the requirements had been met, I double checked everything, I only have one account with Casino Moons, never tried to create another one as I don’t actually like using the bonuses. So disappointed and won’t ever do online casinos again. I don’t have photos of the pending withdrawal as I really didn’t think this would happen and I’d be blocked. Thanks

Dear Sharleen83,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello

After following up 10 times with casino moons I finally received this then after responding asking if they can let me know the inconsistencies as I know there are none as I read the terms and conditions thoroughl, I am 100% sure I’m verified as I always checked this and triple checked it before making the withdrawal, it did start with a bonus however it was a small one as I only ever deposited no more then $30, I 100% made the wagering as I was playing on that money for 2 days and actually won a jackpot at one stage. I a say lss as I had a conversation with live chat who told me the wagering was complete and I was fine to now withdraw (I don’t have photos of this as it didn’t cross my mind that I’d need to do this)

Please see below the only thing I have received from them and after I replied asking what the inconsistencies were I received the exact same response. 

I play the slots and I registered approx 2 months ago but not 100% of the date. It started with a small bonus I believe (I actually prefer to just play with my money) however it was well and truly over the wagering part.

Thank you very much, Sharleen83, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Sharleen83,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casino Moons's representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Moons Team,

Could you please provide us with an explanation of the player's situation? What steps should the player take to unblock her account? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Thankyou I appreciate it but they won’t respond I’m really unsure how they possibly got very good reputation.

As I have let them know via email numerous times now I will be taking this further as they also stole my money that was still active in my account.

I understand playing pokies is like just giving your money away but normally you get to look at some lights and play some games first, these guys CASINO MOONS 1 didn’t even let me look at the lights they just took my money, I think that’s called being a thief and CASINO MOONS 1 are thieves and fraudsters and I will make sure it’s well known.

have a great night 🙂🙂🤷‍♀️🤦‍♀️😜

Dear Sharleen83,

Unfortunately, the casino has not reacted to any of my attempts to contact it. However, in the past, the casino representatives cooperated with us without problems. Therefore, I am now extending the timer until Friday, and I will contact the casino outside this thread again.

Thank you for understanding.

Thankyou but it won’t happen they literally have stolen from me, I had active money in my account not from bonuses but from my deposit from my bank then they closed my account without explaining it, not only the withdrawal but my actual money! Thanks for trying though.

Dear Sharleen83,

Since we have not received any response from the casino regarding the issue, unfortunately, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru