Casino Moons - The player's account got blocked and winnings voided.

Good morning, for the second time and for the same bonus they denied me an amount of 1200 euros they said they had played fs bonus which was not true, paid after your complaint 3 months ago, this time I repeat for the same way always used They deny me payment and close my account, after having asked me for all documents in almost 7 weeks, I am attaching some justifications for the moment and then we will hear from you

Hello blazagatic,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Moons. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? What bonus did you use - can you please forward the link to it or a screenshot of it's terms?? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I add because I found the bonus that when you activate it, the percentage one is automatically activated, two bonuses with a deposit and every day and always, e.g. with 50 euros you go up to 200 euros of bonus, again they do it on purpose to make it difficult to win x35

Hello blazagatic,

Isn't there a bonus history tab or aren't you able to forward your betting history directly from the casino site? If yes, please send it to nikolas.b@casino.guru for further examination.

Good morning, I don't have a history, I didn't download because everything seemed ok to me, they had opened a payment procedure with a request for documents and the last one was to sign a voucher and I did everything and everything seemed ok to me, also because I repeat it was a normal procedure which I've always used and they've never asked me for anything, open the xmass bonus, and the one on the calendar and you'll automatically deposit with a percentage bonus, I repeat, I've always played this and the last win of 1100 paid, if anything, it's an illegal game to their part to make it difficult to win, then they closed my account that I was waiting for payment, have a nice day

Thank you blazagatic for all the information provided. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks a lot Nick, let's hope for the best

Hi blazagatic,

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.

Thanks again

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.

Ok, I'll give a 0 vote for indecency and illegality, thanks again

Hi blazagatic,

It seems that the casino closed down in the meantime. I tried to get in touch repeatedly but had no success. Unfortunately, there is nothing we can do. Since the casino didn't even have a valid license, I’m afraid, the money is lost. I wish I could be of more help.

Best regards

Peter