HomeComplaintsCasino Moons - Player’s withdrawal has been delayed.

Casino Moons - Player’s withdrawal has been delayed.

Amount: A$3,000

Casino Moons
Safety Index:Above average
Submitted: 10 Feb 2021 | Case closed : 25 Feb 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Australia has requested a withdrawal. Unfortunately, the payment seems to be delayed. We rejected the complaint because the player didn't respond to our messages and questions.

Public
Public
3 years ago

I am owed $3,000 in winnings and haven’t been paid and the time frame stated in the terms and conditions has lapsed. I have email on three occasions and have not revived a response. The available online chat keeps sending me the same message which means it’s not an actual person.


really upset about this and will be reporting to the ombudsman as they do not have a verified license also.

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Public
3 years ago

Dear Paula,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please specify how many days ago was your withdrawal requested? Do I understand correctly that your payment is still pending inside the account without being processed? Which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

 

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Public
3 years ago

Dear Paula,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

 

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Public
3 years ago

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.

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