Casino Moons - Player’s bonus winnings were voided.

I bought in with 25 through neosurf and had 50 free spins as well. When I was done my total free spins were only $2.50 I played "yak yeti and roll" the betting options for the game are as follows and I’ll provide a pic of this as well. .20, $1.20, $4.00, $10.00, and $16.00 I played with $1.20 all the way through I won quite a bit then I played "once upon a time" until my wagering requirements were met. My withdrawal got declined because they said I bet $5.04 once on "yak yeti and roll" this is physically impossible for me to do. In their records it shows spins you made as "buy-in" and then winnings as "winnings" I’m assuming the $5.04 should’ve said "winnings" not "buy-in" this is their error and not mine has nothing to do with me I played with in their terms and conditions even after wagering was met just in case so I don’t breach any of their terms. Provided pics will be the allowed betting for the game "yak yeti and roll" as well as the transaction number and pic of the spin that says "buy-in" $5.04 but like I said it’s impossible to bet that amount. The casino emailed me that withdrawal declined I spoke to the support staff which checked into this and said email the accounting department I’ll provide a pic of that as well. I’ve sent multiple emails and have heard nothing from them within the two days. Mind you I requested the withdrawal on sept.29 and waited five business days this Thursday they emailed saying declined. Here are the pics of the bets allowed in the game yak yeti and roll and the transaction error on their end and the support staff chat saying to wait until the accounting fixes this but have heard nothing from the actual account ring department. Also thank you very much for providing a safe and trusted space that makes it possible for people to still enjoy some online slots without having to worry about being stolen from. Thank you casino guru for making that possible. As you can see in the second picture it says "buy-in" $5.04 which is actually impossible in this game and I remember I kept it at $1.20 the whole way through but my word isn’t enough so I provided the allowed bets as well. There’s no $5.04 available to even bet? Also the email saying I bet over $5 and declined my withdrawal is also attached. Thank you very much casino guru you guys are continuously providing one of the most important and useful services in the online gambling industry in my humble opinion.

Dear mnourbakash,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, 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."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. Therefore, we believe that every case should be evaluated and judged individually.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I’m aware that this site only lets you cash out $100 if it’s from no deposit free spins, this was bonus winnings but not from no deposit free spins. So just to get that out of the way there’s no max cash out on my deposit or at least max cash out is more than $700. I will provide you with a picture that will show I bet $5.04 it’ll say "buy-in" then with the transaction spin number it’ll say "winnings $10." What I’m trying to say is that their system made a mistake and created the $5.04 as a "buy-in" but I only bet $1.20 the whole way through playing this game. And to further prove that I didn’t spin $5.04 will be the bet denominations for the game "yak yeti and roll" they are .20, $1.20, $4.00, $10.00, and $16.00, I’ll provide a picture of that as well. Given those numbers it further proves beyond a doubt that I couldn’t have possibly spun $5.04 even if I wanted to. I don’t know how else to prove this fact? Clearly my word wouldn’t be more believable than a computer program but computer programs make mistakes as well and luckily for me those bet denominations cement my argument.

Thank you very much, mnourbakash, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi mnourbakash,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Casino Moons to the conversation to participate in the resolution of this complaint.

Thank you very much Peter for informing me that you understand the situation I tried to the best of my abilities to explain what happened. I received an email from casinomoons this morning saying that they are sticking with declining my withdrawal? I forwarded that email to petronela.k@casino.guru I don’t think they attempted to bet the $5.04 in the game yak yeti and roll or else they’d realize that it’s impossible for me to have breached their terms. Thank you again for helping me out, if it wasn’t for your services I wouldn’t really know where else to complain to that actually reply back and truly seem like they care. You guys are awesome

I checked the site again to see the transaction again and it seems like they completely changed their format for T numbers. Firstly it doesn’t state the name of the game and secondly the spin T number for "buy-in" and T number for "winnings" are not the same like they used to be. For example if I spin $1.20 and get $5 for winnings the T number for the spin and the winnings were the same number now they’re all different numbers.

Mainly the T number for that particular spin that they say I spun $5.04 has changed. It doesn’t end in 9194 anymore it took me a long time to find it considering the changes but I managed to find the particular T numbers and spin again. The new number for the spin is 220929102339446823 and the new number for the winnings is 220929102339446838. I’ll provide both pictures of the old and new T numbers the difference will be there’s no name of the game and the T numbers are different from each other as well as different all around. Super sketchy changes considering the email I got today from them finally giving me the T number and the name of the game but now the T number in the email is different from what’s on their site. Please let me know if I should try and explain better or add anything else to prove that I haven’t spun $5.04.

Again the only solid proof I have and should be accepted by anyone that understands slot games is the fact that it’s impossible to bet $5.04 given the amounts are .20, $1.20, $4.00, $10.00, and $16.00. I can’t think of why this wouldn’t be accepted by the site just by dealing with me and the emails I urged them to try and bet $5.04 in the game yak yeti and roll. regardless of my attempts they rejected me and said case closed in the email I got earlier today from them.

provided will be

1) the old picture of the T number ending in 9194 that also states the game played

2) the new T numbers for supposed spin and winnings that doesn’t show the game played anymore

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.

Hi mnourbakash,

I gave the casino a nudge also on Skype. Let's wait one more day and see what happens.

Hello,

We hope this message finds you well!

Kindly note that the maximum bet that can be placed while you have an active bonus is 5. This also includes the features that the game provides, as they are considered separate bets. In this particular case, the game has a Double Up feature through which you can place a new bet of your win amount for the opportunity to double it. The previous bet of 1.20 won a total of 5.04 which you then used to double up. This is considered a separate bet, and as such falls under the rule mentioned above.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Casino Moons

I wish you guys would’ve said that to me when i mentioned it so many times through chat and email. If it is possible to make that bet then I dont have a proper argument. Although I do t recall making such bet and there wouldn’t be any reason to as my bet of $1.20 cleared the wagering requirements but if that $5.04 bet was made as a double up then that makes sense at least. I don’t recall making that bet but at least it makes sense. The fact that after I made the complain casino moons changed the tnumber format didn’t help either. The transaction number of my bet was changed as well as the name of the game doesn’t show up anymore under the t numbers. Regardless I don’t have much of an argument if the bet is possible and casino moons is right I checked if I would’ve won $5.04 it would’ve been possible to hit the double up button. Not saying I did but that would be a breach of their terms. Although four cents is a bit ridiculous especially if it only occured once as you’re saying it did. I don’t have any argument anymore and I’ll go ahead and ask casino .guru to please accept that maybe I made a mistake and I’m sorry to both casino guru and casino moons as well. I formally apologize to both parties. My intentions wasn’t to slander casino moons name. And still thank you casino guru for the service that you continue to provide.

Hi all, thank you for your replies.

Dear Casino Moons team,

If I understand it correctly, the player made one bet of $5,04 as a double-up feature and since the max bet is $5, they lost their entire winnings? I understand that technically, the max bet rule was breached but it was by $0,04 and it only happened once by accident. If there ever was an opportunity to show goodwill, I believe this is the best time. It doesn't seem to be very fair to confiscate the whole winnings for this.

Peter and the whole casino guru team thank you so much. I’m so grateful for the message you just sent. I couldn’t have said it better.

I’ll also make sure, double and even triple check, that any complaints I have moving forward will be legit and warranted. Much respect, thank you for understanding the situation and for the support.

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.

Hi mnourbakash,

I got some responses from the casino rep on Skype. I will let you know as soon as there's news.

Hi mnourbakash,

I’m afraid, the casino won't be replying anymore. There is not much that can be done without cooperation from its side. As stated above, confiscating the winnings because you made one bet of $5,04 as a double-up feature doesn't seem fair. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Best regards,

Peter