Moon.bet Casino - Player’s withdrawal has been delayed.

I tried to request a withdrawal from this casino, but the withdrawal failed.

Furthermore, my balance has not been returned.

I am unable to contact the casino's support team at all.

I did not use any bonuses on my first deposit and KYC has been completed.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Moon.bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• When was the last time you were in contact with casino support regarding any issue whatsoever?
• Have you contacted casino support via support@moon.wetten?
• Could you please share with me your attempts at communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I contacted them two weeks ago, but there has been no response.

There are no chat logs either.

Thanks for your reply.

• Could you please share with me the most recent emails you addressed to the casino? Send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

No email

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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,

This is Michal again. I have taken over responsibility for this complaint and have now reviewed it. At this time, we do not have any established contact with Moon.bet Casino in our records. I will nevertheless reach out to the casino to gain further insight into the issue and to determine whether I can assist through their standard support channels.

However, please note that since this casino has already been placed on our blacklist, the chances of a positive resolution are unfortunately very low. Still, I will make the effort to contact them.

I will provide you with an update as soon as more information becomes available.

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 have had no success. I'm afraid there is not much that can be achieved without cooperation from their 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 that 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,

Michal

Casino Guru