Casino Moons - Player’s bonus winnings have been voided.

hi how are you?

i deposited $80 for %150 bonus which I played to convert my wagering to cash available . I withdrew $4000 I noticed on the Sunday that this had disappeared to which I thought was approved . But it was declined as said my address is needed to be updated. But no return of my $4000 . SoBonus by this time was well passed as I had total of $23k at one point I withdrew $4000 again and another $4000 to then notice that I had to up dated my address which I did at 4 attempts to finally have it approved. But now they have voided my 2 withdrawals of $8000 total saying I breached bonus rules. Totally disagree with this as I play the same all the time and they paid me $900 and $1800 in the past. So a total of 12 k in 2 weeks of withdrawing cash has gone! I play this site all the time but not that I have won couple of decent amounts they playing hard ball and not answering me. Pls help as I was relying on these funds . Thanks connor

Dear Conrad1980,

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. Did you receive any specific explanation from the casino about which exact rule has been breached and why your winnings have been confiscated? Could you please specify which exact bonus you have redeemed and played?

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

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

Best regards,

Petronela 

Hi there

they said it was a bonus bet more than 5 violation on out back heat. But I deposited $80 on 4 th of this month and won around 2500 which I increased and decreased. I was up too 23 k . I withdrew 4000. On the 5/6 th and then I noticed the withdrawal was gone . I thought it had been processed but the 4000 just disappeared. So on tge 7th I withdrew $4000 again on 10th another $4000. As my status allows me to do this. I then contacted live chat for them to tell me my address I’d was needing renewed . I did this and after they said I broke rules that’s why I ain’t getting paid.

It was a $75 or more deposit for 150% on top. So from memory around $200 was my total.

Thank you, Conrad1980, for the clarification. Do I understand correctly that you have been accused of placing greater bets than the allowed ones while wagering the bonus? If you feel that you've been accused mistakenly, please forward your game history to petronela.k@casino.guru.

sorry I am struggling too upload the whole file . Do u have an email address ? This is where I was up too then I have breached there conditions supposedly.

what I don’t understand is ,also what right have they to confiscate my winnings up to that point? I still deposited my own money to play! As you see this is the 4th ! Took till 14th to not fulfill the withdrawal on 3 occasions with no explanation it just disappeared,this is why I think they are wrong!

Also these I have found.

this keeps playing on my mind I am even happy to negotiate on a fair result for them and myself!

Thank you, Conrad1980, for your reply. I have checked the general bonus terms and conditions, and this is what I found (here)"

"3.4. Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is €5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit."

Are you aware of placing any greater bets than the allowed ones while completing the bonus wagering requirements? Or do you believe that you might have placed greater bets only after the bonus wagering was completed?

I think it was after bonus but I have asked them to tell me. Also I play in Aus dollars so 5 euro is different as am sure you are well aware .Am at the point of giving up to be honest . I do appreciate all your help , I just know they will get away with this. Also do u know if they have license for Australia? They keep changing site name so it loads!

The maximum bet for Australian players is also 5. Please see below:

"3.4. Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is A$5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit."

If the casino holds an Australian License can be easily checked in our review:

Do I understand correctly that you requested your game history from the casino directly?

Yes I did.

so are they taking illegal bets?

Have you received your game history from the casino, please?

As you can see, the casino doesn't hold any license.

I will get it now

I can retrieve it on my account but am not too sure how to share it to you!

E mail sent

so if there illegal I must have strong chance

of them paying what I owe

or them refund all my deposits??

Dear Conrad1980,

No, I haven't received any game history.

Regarding the legality of the casino's license:

We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here (but correct me if I am wrong, please). We at Casino.Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database which acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.

Dear Conrad1980,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Sorry on late reply

i can’t seem to copy my game history toa file to upload to you.

only other option I have is you go direct to my account .

And view the game history

Forward your game history to petronela.k@casino.guru. Please do not share your login information with any third party.

Dear Conrad1980,

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.

Ok I will try again to send it

I'm sorry, but I still didn't receive anything.

Dear Conrad1980,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.