The player's win from a cash back bonus was confiscated.
Casino Moons - The player's win was confiscated.
Amount: 1,100 CHF
Casino Moons
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Resolved
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Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I have already written to you on the wrong page, if you can read pf so I will not repeat twice, thanks, I won with cash back on 08.08., Then I asked for a withdrawal of 1200 euros, after 21.08 I won with the fs, I asked for another suggested withdrawal from chat of 200 because my level is gold, I got an answer that they pay 200 because I won with fs, and the money won the first time with cash back is stealing from me, I'm desperate
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2 years ago
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 the free spins were added manually by you or automatically by the casino? Was the cash back balance withdrawal still pending while you played with the free spins or did you reverse it any time during that time?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hi, the free spins were offered by the casino later, on 18.08., The withdrawal was requested the first time on 11.08., And then second time on 15, they had put me bitcoin payment solution that I did not want and twice I had to look for help in chat but they did not help me, they told me to look for myself, when I found for the third time I asked for withdrawal and they automatically put me 1300 and I wrote it, then comes 200 payment blow, absolute shame, a real one scam, the money won err 1200 with cash back and 200 with fs, precisely on 18.08.
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2 years ago
So do I understand it correctly that the free spins were credited while the cash back bonus withdrawal was pending?
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2 years ago
Translation
Right, the withdrawal was waiting to be paid and free spins were offered by them after 2 weeks, and just because I couldn't find the withdrawal solution via neteller I lost time, I repeated 3 times until finally I found one in chat that he explained me well how to do it, only after 3 attempts when they err in the request two withdrawals they replied positively but they put them all together and I put them in place 1200 plus 200 they automatically set 1300 and together and I confirmed, probably thanks to this trick they decided to say that the win comes from free speens even though I have never played the cash back money together
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2 years ago
Hello blazagatic,
Before we would try to get in touch with the casino, can you please forward all the evidence/screenshot/conversation with the casino you have to nikolas.b@casino.guru?
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2 years ago
Translation
Unfortunately I did not take screenshots when I won, I'm an idiot but anyway I send things from the mail related to the withdrawal responses, my first request and game 11.08. , then they messed around to cheat me by entering wrong payment methods, then they added a withdrawal request from the fs of 200 fr to the money of the first win, but about 2 weeks later to be able to say that I won with fs even if I never played 1200 with that of the fs, in short, everything to cheat the win without honestly helping me to withdraw, in the end if you can not do anything I just have to stop with them forever, thanks (I can not attach the 3 e-mails received from them)
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2 years ago
Thank you blazagatic for all the information. I will now forward your complaint to my colleague Matej who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello blazagatic.
I am sorry to hear about your troubles.
I would like to invite a casino representative into the case:
Please could you check blazagatic's game log and ideally send it to me too: (matej@casino.guru)
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2 years ago
Translation
Hi, how do I check it, could you please ask them to send you extract, thanks
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2 years ago
Hello,
We hope this message finds you well!
We would like to start off by apologizing for any inconvenience this situation may have created on your end. The claim is entirely correct, and we have added your balance back to your account, feel free to place a withdrawal request at your earliest convenience.
The winnings in the first withdrawal request were indeed sourced in a cashback that was added to the account. Following the initial request, there were several cancellations and subsequent requests of various amounts, but from the same origin, the cashback. At some point during the process, the wagering requirement for a free bonus was also completed, resulting in winnings of 200.
The latest withdrawal request placed was of 1300, 200 originating in the free bonus, 1100 in the cashback. Unfortunately the system misidentified the origin of the winnings because they were amalgamated in the same withdrawal request so the entire amount was attributed to the free bonus. In consequence, the withdrawal request was approved for the maximum cashout of the free bonus and the rest of the winnings were voided.
We have since rectified this mistake and added the 1100 balance back to the account.
Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.
Kind regards,
Casino Moons
