Moonspin Casino - Player's account has been closed without explanation.

This website and company MOONSPIN.US was once a reputable company which honored it's written promise of processing and paying out redemption money within a week. Something changed, I made a redeem request February 7th, 2026 for $497.55 (with another +$326.37 played through and also ready to redeem). 2 and a half WHOLE MONTHS go by, and after many, many generic company jargon, bot-like responses of "we will look into it' and "it's processing and should be over to you soon, we just don't know when" they decided to randomly - and without warning or reason - BAN my account completely. And as if that wasn't bad enough, they banned 2 of my friends the same week, who also had pending redemptions! ZERO reasons given at all.

I will attach a PDF packet, which shows a rough timeline of events, as well as proof of pending redemptions, wallet amount, the company's acknowledgment of my owed money, dates, and conversations among us.

I am asking that they make things right, and pay me the owed $497.55 +$326.37 in redeemable money. At minimum, I would like them to reverse the charges of the 7 purchases I made since the last successful redemption from them back to my bank card.

Extra info that may be useful - my profile has long since been KYC verifed on Moonspin and have made many successful redemptions on there in the past year. I have never used spoofing or any illegal type of gameplay. I can provide extra photo evidence if need be.

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Hello,

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

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

• What games did you play to accumulate your current balance in the casino?
• Did you achieve your current balance with the help of a promotion (subject to extra promotional t&c)?
• Were the recent purchaces left unspent on your account?

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

Hi Tomas,

Thanks for your help. To answer your questions:

(What games did you play to accumulate your current balance in the casino?)

-A combination of Moonspin branded games, mostly consisting of Plinko, Hi-Lo, and Crash. Occassionaly would play a slot called Volcano Rising as well.

(Did you achieve your current balance with the help of a promotion (subject to extra promotional t&c)?

-I would make purchases that included extra bonus SweepCoins (SC), which were heavily promoted on the site and through e-mail. For example, they would typically e-mail deals with something along the lines of $19.99 for 30 SC. So naturally, I would play through and often times win with that added promo SC. Please make note that I also made MANY purchases that didn't include any bonus or promo whatsoever. For example, $10.00 for 10 SC.

(Were the recent purchaces left unspent on your account?)

-For the final 7 purchases I made on the site, everything was played through, at minimum 1x times, to which I earned enough SC to cash out and convert to $USD for $497.55.

While that redemption was pending, acknowledged and approved by mulitple staff members (Carey, Noah, Sam, etc.) multiple times, I continued making purchases and accumulated an additional $326.37 in my wallet, which

was also played through the minimum of 1x times and also eligible to be redeemed.

Since you can only have one pending redemption on the site at a time, that $326.37 remained in my wallet, ready for redemption as the first redemption of $497.55 was "in processing."

Extra Note:

There seems to be a massive uptick in strikingly similar stories to mine on Trustpilot and Reddit. My case is not an isolated case, but unfortunately the norm at the moment. They are not paying almost anybody at all and mass cancelling accounts for seemingly no reason at all. Please check out these links, as they will show dozens and dozens of identical stories to my own.

https://www.trustpilot.com/review/moonspin.us?page=2&stars=1

https://www.reddit.com/r/SweepsCasinosReviews/comments/1sablir/moonspin_is_officially_rug_pulling_in/

Please let me know if you have any other questions or need any other info, would be happy to answer them for you.

Best,

Joseph

Dear Maniacclown,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Thank you Tomas and Igor for your help, i appreciate it. I am here to answer anything if need be.

Joe

Dear Maniacclown,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Moonspin Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Moonspin Casino representative to join this conversation and participate in resolving this complaint.

Dear Moonspin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hi Maniacclown,

Thank you for your patience while we reviewed your account activity.

After a detailed investigation, we identified patterns in your gameplay that fall outside of our platform’s intended use. Specifically, your account showed repeated purchasing behavior without any/or minimum gameplay in between, with the purpose of accumulating extra SC, followed by minimal gameplay before initiating redemption requests. This type of activity is restricted under our Terms & Conditions, which are designed to ensure fair use of our sweepstakes system for all players.

As a result of these findings, your account was closed in accordance with our policies, and certain redemption requests were declined and returned to your balance.

We understand this may be frustrating, especially given your previous successful activity on the platform. However, all accounts are subject to ongoing review, and compliance with gameplay requirements is necessary for continued access and redemptions.

If you would like us to re-evaluate your case or provide additional clarification, please feel free to share the documentation mentioned, and our team will review it further.

Thank you for your understanding.

"and certain redemption requests were declined and returned to your balance."

Actually, you NEVER returned anything to my balance at all. You simply shut down my account while the $497.55 + $326.37 remained in limbo. All while stealing the actual real money that I put into the site (which equated to $629.93 of charges on my bank card). This is not speculation, this is fact.

IF you are going to ban my account, at least have the decency to reverse the 7 charges I made before my final successful redemption. I want the money that I paid and put into the site after my final successful redemption back ($629.93).

That would at least be enough to make amends at this point. They were in the amounts of:

1-$99.99

2-$69.99

3-$69.99

4-$69.99

5-$99.99

6-$69.99

7-$149.99

Total: $629.93

We all know you are running a business in order to make the maximum profit possible, at the expense of that players aka your paying customers. That’s fine if you want to pretend that me winning fairly and squarely, using your games that already have a massive built-in house edge, is somehow an illegal thing to do. Playing the games and, as you put it "accumulating extra SC" is your way of saying it’s only OK to lose on this site and it’s illegal to actually win. That is quite literally what you are saying.

And once again, your claim of "and certain redemption requests were declined and returned to your balance" is unequivocally false. So let’s make this right and reverse those charges back to my bank card.

I have also gathered and documented well over 50 unique reviews and stories from other players in the month of April alone, who were also mass banned and had their money and winnings stolen without warning. Many stories are exactly similar, down to the dates as well. I will be happy to share those documents with you as well.

You already have my transaction history, so you know which charges to reverse and sent back to me, so I don’t think you need that documentation.

Dear Moonspin Casino,

Thank you for your initial response.

Could you please share more detailed information regarding the player’s activity that you deem fraudulent?

Additionally, could you please specify which terms and conditions were breached?

Thank you for your cooperation.

Hello,

Articles 4.2 (l), 8.11, 8.12

Our system detected unethical play( promo abuse with funds stacking, with minimal or no gameplay in between, using safe/low risk bets and games with the purpose of accumulating free SC and washing coins, without normal gameplay).

Thanks,

The Moonspin Team

Hello,

Thank you for your response.

I would like to clarify several important points regarding this situation.

First, my account was fully verified (KYC approved), and I was allowed to deposit, play, and accumulate balances without any restriction or warning. At no point during my gameplay was I notified that my activity was considered "unethical" or in violation of any terms.

Second, I submitted a redemption request on February 7, 2026, which was accepted by your system and confirmed as valid. I was explicitly informed that the payout would be processed within approximately 5 business days.

For over two months following this, I repeatedly contacted support and was consistently told that my request was "processing." At no point during this period was my redemption denied or flagged for any violation.

Only after this extended delay, and after multiple follow-ups on my end, was my account suddenly suspended without warning, and a claim of "unethical play" was introduced.

I would also like to address the claim of "minimal gameplay" or "low-risk play." In reality, I played SIGNIFICANTLY more with Gold Coins (free play) than with Sweepstakes Coins. This would be clearly verifiable through my gameplay history, which I no longer have access to due to the account restriction imposed by the platform.

It is also important to note that Gold Coins are obtained through the same promotional purchase packages as Sweepstakes Coins. Therefore, even engaging in "free play" requires purchasing the same packages that are now being cited as part of the alleged violation.

If my gameplay genuinely violated Articles 4.2(l), 8.11, or 8.12, I ask:

- Why was my account allowed to continue operating without restriction?

- Why was my redemption request ACCEPTED, APPROVED and not rejected at the time of submission?

- Why was I repeatedly told the payout was BEING PROCESSED instead of being informed of a violation?

The sequence of events suggests that the issue was not identified or enforced at the time of gameplay or redemption, but rather introduced retroactively after the payout became due.

I am requesting that you provide specific and verifiable details of the alleged violation, including:

- The exact activity that breached the stated terms

- When this violation was detected

- Why no action was taken at the time of gameplay or redemption

At this time, the facts show that:

- My activity was accepted during gameplay 

- My redemption was approved and confirmed 

- Payment was not delivered within the promised timeframe 

- My account was later restricted without prior notice 

I remain open to resolving this matter fairly and transparently.

Thank you.

Also to note: Here are multiple new unique reviews of people with the same story as myself. All from the last 10 days. I could add dozens more, but my attachment limit has been reached on this post. These people are not running a legitimate operation.

Dear Moonspin Casino,

Thank you for your additional clarification.

I have checked your T&Cs, but I was not able to find articles numbered 4.2(l) and 8.12. I also did not find any related terms in the Sweepstakes Rules or Privacy Policy.

Could you please check whether these numbers are correct? Alternatively, could you please quote the mentioned terms directly in this complaint?

Hello,

4.2 Your eligibility for continued use of the Service is contingent on Your ongoing compliance with these Terms, in particular:

(l) engaging in any form of unethical play, or utilizing any restricted third party software and playing tools;

8.11 Errors and Corrections in Promotions

We strive to ensure all promotional materials are accurate. Nevertheless, errors or inconsistencies may occur, including typographical or clerical mistakes, omissions, pricing or quantity misstatements, mismatches between images and text, or other inaccuracies.

8.12 Promotional abuse. We reserve the right to monitor player activity to ensure that promotions are used in a fair and intended matter. Promotion abuse or advantage play, including but not limited to extended engagement with promotions without intent to engage in normal gameplay, the accumulation, structuring, or use of multiple promotional balances or grants in a manner designed to extract disproportionate value ("funds stacking"), or exploitation of the pricing structures, bonus mechanics, or promotional configurations in a way not intended by the Company, will not be tolerated. If we determine, at our sole discretion, that a player has engaged in promotion abuse or advantage play, we may take one or more of the following actions:

Restrict access to promotional offers;

Remove or limit eligibility for future promotions;

Adjust, remove, or void promotional rewards;

Suspend or close the account where necessary.

----

Moreover in the meantime since April 22, player requested chargebacks.

Thanks,

The Moonspin Team

My account had already been banned FAR before April 22 so why wouldn’t I request chargebacks? I had no access to the funds in there for around 3 weeks anyway, you make NO sense. Am I supposed to just let you keep my money? There is no logic in that statement you made whatsoever. I STILL WANT MY MONEY BACK. WHY ARE THEY AVOIDING THAT?

I’ve asked you before and will ask you again to prove all of the all of your claims, you have actual transcripts of every single game I’ve played and every purchase I’ve made but for some odd reason you refuse to show them. instead, you make vague claims and vague statements as your way of weaseling out of responsibility.

I’ve said this before and I will say it again, I played FAR more games in free, valueless gold coins, than I ever did in sweepstake coins. I made plenty of non-promotional purchases as well, another thing that can be proven factual with my receipt emails and your transcripts.

You keep dancing around, providing zero actual proof and just make vague claims with vague rules about "abusing" promotions YOU promoted on your website and spammed sent in my email account.

Igor, please check the attachment and check the date as well. My email was constantly filled up with these promotions, multiple times on a weekly basis. If they didn’t want me buying them then why were they sending them to me? Why was I not taken off the mailing list? Why did I still have the ability to purchase said promotions when they could easily remove them from being seen on my account? That is the companies’s responsibility, not mine. Its a nonsensical excuse and a nonsensical argument at deflecting responsibility since, according to the dozens of other reviews that people left on various websites this week, Never had any plans of paying anyway.