The player from Canada has requested a withdrawal more than a month ago. Unfortunately, it has been delayed due to random additional check. Player’s complaint has been resolved successfully.
Casino Moons - Player’s withdrawal has been delayed.
Amount: Can$2,000
Casino Moons
Safety Index:Above averageSafety Index
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7.1
Casino Moons has a Safety Index of 7.1, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
Public
4 years ago
I have filled out all their paper work they have from me everything they asked for. they said the problem was resolved but management has randomly chosen my file for inventory check. They are going to check all my deposits games I played etc.
That was ten days ago, I sent them two letters and they replied finally last night with the same letter I got before.
I have been trying to get this money since May 28, 2020. Please help me.
Thank You
Sharon ***
Public
Public
4 years ago
Dear Shebasmum,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. I have checked general terms and conditions, and this is what I found https://www.casinomoons.com/en-FI/terms:
"2.4.9 Casino Moons reserve the right to choose Accounts with pending payouts randomly for an additional verification process. The process includes but is not limited to: a review and authentication of the paperwork provided by the User; verification that Account information matches the documents on file; and a thorough review of the Game sessions. This procedure can be performed up to twice per year and depends significantly on the security level set by Casino Moons’s Risk and Security Department."
Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino. I will set the timer for 7 days and if you don’t receive any update by then, please, let us know and we will try to help you. Thank you in advance for your patience and understanding.
Best regards,
Petronela
Public
Public
4 years ago
Thank you very much, Shebasmum, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.
Public
Public
4 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much Shebasmum for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
