Casino Moons - Player’s winnings were confiscated.

I made my first deposit at this casino.

Cashback is a bonus for the first deposit.

Make one withdrawal after receiving it,

If you make another withdrawal after playing with your balance,

It was confiscated due to bonus abuse.

However, as you can see in the image, I have only used the deposit offer once.

If a single deposit leads to abuse, this casino refuses to withdraw money from all users.

We would like the casino to submit proof that all users are refusing to withdraw money.

I made my first deposit to this casino.

The bonus for the first deposit was cash back.

After receiving it, I made one withdrawal and

I made another withdrawal after playing with my balance.

I received the bonus, made one withdrawal, played with the balance, made another withdrawal, and had it forfeited for abuse of the bonus.

But as you can see in the picture I only used the deposit offer once.

If one deposit is abuse, then this casino is refusing to accept withdrawals from all users.

I would like the casino to provide proof that they are denying withdrawals from all users.

Dear andandjonnyx,

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 better understand the situation.

Could you advise how much were your winnings from the first deposit cashback bonus and how much did you request for your withdrawal? Were any of these withdrawal requests you made until now successful?

I’ll look forward to your reply.

Best regards,

Tomas

I initially deposited $500 and lost it all.

Then I got $500 in cash back.

I think I withdrew about $300 from there.

I played some with the money I had left and increased to $1500, so I made a withdrawal.

I had to forfeit the money as bonus abuse.

I have asked them to provide proof of abuse, but they have ignored my inquiries.

Dear andandjonnyx,

Could you please indicate how much was the wagering requirement of the cashback bonus and if you were able to complete this wagering requirement before you initiated your first withdrawal?

No wagering requirements existed for cash back.

Therefore, the first withdrawal has been completed.

Thanks andandjonnyx,

Could you please send me the communication between you and the casino regarding the issue to tomas@casino.guru?

I just sent it to you.

Thanks for your email, andandjonnyx.

Are you able to access your bonus history from the moment you opened an account, or request it from support? Would you be able to send it to tomas@casino.guru as well? Please let me know.

When I tried to check, access from Japan was suddenly restricted.

Proof that I only used the first deposit bonus was

The image of the second deposit bonus that I submitted earlier is the one that is still available.

Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello andandjonnyx,

I have reviewed your case and will contact the casino to see if I can help.

Dear Casino Moons,

Could you please provide us with an explanation of the player's situation in more detail from your point of view?

If we are talking about a breach of the casino's bonus 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 (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

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.

Dear andandjonnyx,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas