Casino Moons - Player’s winnings from No Deposit bonus have been cancelled.

To whom it may concern,

I was recently a VIP customer at casinomoons. Not only has my status reduced to silver for some unknown reason. I also no longer have a vip status. I have deposited at the casino many of times. I had time away from the casino as it was always suspicious. I had an email regarding free 25 spins. I know the terms and conditions of bonus free spins as I have been a vip customer at online casinos for years. I obliged by all the rules, bets per spin, wagering. everything. I actually won 230 however the maximum is 100 AUD for silver, which is fine, the feel is almost 30 dollars for bank transfer also fine. I was assured my winning would be in my account by 2-3 business days, my account is verified for years now. on the 1st of september I withdrew the money now its the 7th of september, after waiting i decided to log in, then i realized my "winnings were put back into my account" i asked why? they told me you must deposit 5 days before you can withdraw. after knowing their terms and conditions for years, they had suspiciously added a term in their "banking business terms" NOT bonus rules terms and conditions. even though ive deposited 1000's here. If a casino is going to change their terms and conditions they must inform the customer of this (which they didnt) in the bonus terms it states as long as you have made "one" deposit. therefore they are breaching their own bonus terms and conditions to avoid paying out 70 dollars from 100 from a previous vip member. I want this resolved. otherwise I will be writing articles about this casino being a fraud. I have never had a withdraw from here and there is a reason i stop depositing, as lots of their "rules were too shady" they would hide things and they would do things such as give bonus vip money to make you have to wager the money when you made your own deposit already. I hope the guru can help me as they have in the past. I am very well aware of every terms and conditons in every casino, i dont like to be deceived by casinos and i certainly dont like when they suspicouly change their terms and conditons in the wrong section to hide this fact and also not even notify me after being a vip member for years and reducing my tier.

kind regards

Troy

Dear Troy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Help Section, and this is what I found https://www.casinomoons.com/en-AU/help:

"Can I withdraw without making a deposit?

In order to withdraw winnings originating from free chips, you must have made a deposit within five (5) days of the withdrawal being processed.

Once the withdrawal from a free bonus is approved, the remaining balance from the winnings corresponding to the free bonus in question will be voided."

Please understand, that it is not unusual for casinos, to put restrictions on the bonus play and bonus winnings withdrawals (restricted games, game providers, maximum bet etc.) Have you tried to communicate a possibility to deposit funds into your account now and then requesting a withdrawal again?

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

Hey Petronela,

I understand this as I have been a VIP member for 15 years at over 50 different online casinos and a normal customer at another 50. Every casino of course has different kinds of bonus terms for no deposit free spins even vip bonus cash. they are always capped, however I have never witnessed one where you must withdrawa 5 day prior to the winnings just because they still "somehow make money out of you" especially when you have deposited many of times over the year there and was once a VIP and FIRST withdraw. I discussed it with them and told them I would NOT deposit, as not only did they NOT notify me of their changes in bonus terms, which they are obligated to do, when I went to customer support they lied to me and said I would have my winnings, they never told me about this, then even when i checked the update on bonus terms it wasnt there, instead it was hidden to fool customers in the banking business terms, so it tricks people think they are winning for free, when realistically not only do they have deposit 5 days prior, the fee and the cap winning, so basically you win nothing, then not to mention they do not tell you and add it in a section customers will not look at because its in the wrong section. I think I will just use my social media power to expose this casino, ive had enough of it to be honest, if someone like me stops depositing at an online casino it means there is a problem. I will leave it up to you if there is anything you want to help with if not.

Kind Regards

Troy

As I mentioned earlier, there’s nothing unusual to impose special requirements and conditions on bonus winnings, especially No Deposit promotional offers. I would strongly recommend following the T&Cs. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

I am sorry I couldn’t help you more in this case. Let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Dear Troy,

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.

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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.