Moonbet.co Casino - Player's withdrawal is delayed and unresolved.

I have a pending withdrawal that I haven't been able to cancel for 5 days.

Withdrawal ID: HRRTRPTAAXS

Amount: 30.60 USDT (BEP-20)

Date: 27-08-2025

Status: Pending, no blockchain hash. The money never left the casino.

I requested support to cancel the withdrawal so the balance would be returned to my account. Two different agents promised me the cancellation would be processed within 15-30 minutes.

More than 24 hours passed and they never did. The last response was "this is displayed due to a system error, it will be fixed by tomorrow."

I want the withdrawal HRRTRPTAAXS cancelled and the 30.60 USDT returned to my casino balance so I can withdraw it using another method. I have all the chat screenshots as proof.

Moonbet username: tobiastoroggs

Wallet used: 0x5836e8f560432D940E843162C2556D24AAdD99d1

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear tobyhhz2,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to be fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Dear tobyhhz2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.