Moonspin Casino - Player's withdrawal has been delayed for weeks.

This site is a complete fraud. I have over $440 in redemptions pending now for nearly a month. Mind you, they claim their redemption SLA is 5 business days, MAX. I've been following up with them daily and every single time I tell them to process my money, they say "it has been expedited" and that they are running into some "technical difficulties" or "downtime". Nothing has been expedited and there are no "technical difficulties" that delay redemption for a month. I've already redeemed a much smaller amount from this website once (about 100 SC) and that also took an unacceptably long time (around 2 weeks), so this has nothing to do with KYC, account verification, or any other fake stipulation. The simple fact of the matter is that this specific redemption is 4x the amount of the previous one, so they're hoping they can delay it until I either forget about it or cancel the redemption and lose it on their site. Not going to happen.

I told their support team that I would be taking the necessary steps to escalate this issue, so I've filed a complaint with Trustpilot, LCB, CasinoGuru, and AskGamblers. I will also be submitting a letter to the local attorney general as well as a complaint to the FTC detailing everything (including all documentation, screenshots, chatlogs).

If they still refuse to pay out even after all of this, I will be filing a chargeback for what I paid and pursuing small claims arbitration to reclaim the rest of my winnings.

Anyone who has not yet been paid should take the exact same steps. Another casino that has not been paying is now in a hot mess after I've done this. I warned these scammers that they would pay tenfold for attempting to rob me, so here we go. You asked for it, you get it.

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Dear Obiching,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly you made the last successful redemption?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Absolutely and thank you for the prompt follow-up here.

My last (and only) successful redemption was on February 12th, 2026, per the attached image.

Yes, KYC (all steps) were completed before I ever wagered a single SC. I've never had any issues with KYC with any other online casinos. Furthermore, they already completed one redemption, which further corroborates that KYC is not the issue.

No bonus was active to achieve my winnings. I did not use any free bonus money. The winnings were from buying an SC package, wagering those SCs, and winning.

Thank you and let me know of any other questions.

Cheers.

Hi Kristina,

Following up here. Were you able to reach out to them?

Thanks.

Thank you very much for your reply, Obiching. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Obiching,

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.

Hi Charlotte,

I hope you enjoyed your time off. Just sent a bunch of support/email correspondence with them to your email. You should have everything you need now.

Thanks,

David

Dear Obiching,

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, Martin (martin.l@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,

Kristina

Hello Obiching,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Thanks, Martin. I truly appreciate it.

Also, Moonspin is listed as one of CasinoGuru's recommended "safe" casinos. I'd highly recommend changing that. Maybe that used to be the case at some point, but currently nobody is getting paid by them. If you look at TrustPilot, you'll see a stark shift that took place roughly since the beginning of this year. Since then, virtually everyone has rated them 1 out of 5 stars - and all for the same reason: redemption issues. Read the reviews - you'll see that they've stopped paying anybody their winnings.

This is especially concerning because they are simultaneously ramping up their promos more aggressively than I've ever seen. I constantly get emails from them about deposit bonuses, promotions, events, tournaments, free spins, packages, and more. For a site that claims to be delaying redemptions because of issues such as delays with their processor and a large backlog of redemptions, this behavior is completely contradictory to addressing those issues. If they truly had those issues, they would have paused accepting new players and payments as well until they can sort out their issues. But on the contrary, they are trying to recruit MORE players and acquire MORE payments. Seems to me like a last-ditch effort to scam as many people out of as much money as possible before they completely disappear out of existence. We need to hold these people accountable.

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 Obiching,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Hello Martin,

We would like to clarify the situation regarding this complaint.

While many redemption requests are processed within approximately 5 business days, this is not a guaranteed timeframe. As outlined in our Terms and Conditions (Clause 8.10), all redemption requests are subject to verification, compliance checks, and internal review procedures, which may extend processing times in certain cases. These reviews are part of our standard process and are applied to ensure compliance with platform rules and regulatory requirements.

We would like to emphasize that we do not intentionally delay or withhold redemptions, nor do we benefit from users canceling requests.

In this case, the player’s redemption has remained in queue due to internal processing and review requirements, and we are working toward completing the process as soon as possible.

We also note that initiating chargebacks or encouraging others to do so may interfere with the resolution process and is not recommended while a request is under review.

We remain available to cooperate fully with Casino Guru in resolving this matter.

Thanks,

Warm Regards,

The Moonspin Team

Dear Moonspin representative,

thank you for your response. Are you able to give us an estimated timeframe, in which player's funds could be withdrawn? Alternatively are there any ways we could speed up the process? In case the casino has any verification requests, please let us know and we will try to expedite the process along with the player.

Dear Obiching,

thank you for your patience. Are there any updates on your side?

This is just standard templated nonsense language they reuse for everyone. If you talk to their offshore chatbot agents, they use very similar templated language. There is no intent or sincerity behind these words. It's just an endless stall tactic predicated on the hope that players eventually get exhausted and view their deposits or winnings as a sunk cost or lost cause. Not going to happen with me.

• While I understand that 5 business days is a typical timeframe rather than a guaranteed SLA, you'd still expect it to be in close proximity to that timeframe. My request was on February 23. That's 53 days, nearly 11x the typical timeframe, which is unacceptable.
• There is no additional "verification" you have to do. I've already verified long ago and you've already done an initial payout based on that verification. Nothing has changed since then. The same card was used to purchase the credits, the same standard gameplay. There is zero difference between the first redemption request and this one other than the amount that's being requested. You're simply avoiding paying out.
• You absolutely do intentionally withhold redemptions. This is corroborated by hundreds of reviews on Trustpilot. It seems that sometime in the past, you guys may have regularly honored redemption requests; however, starting this year, you can see a stark change in the experience of players, whose redemptions are unanimously not being honored. I'm not being selective about the reviews here. Every single review is speaking about the same issue. Read it yourself: https://www.trustpilot.com/review/moonspin.us
• If you truly had issues with your processor or with "backlogs" then you wouldn't be spending copious amounts of marketing dollars and time blasting email promotions everywhere. This is the highest frequency of promotion I've ever seen from you guys (multiple emails per day). In other words, you're more than happy to take in money, but you refuse to pay it out.

I am happy to withdraw my reports and negative reviews if you honor my redemption. If not, I will continue to pursue this in whichever manner necessary, including reports to the FTC, CFPB, and websites like this. I am being extremely generous here by giving you the benefit of the doubt for 2 months now when all signs are pointing to the same conclusion - that you are making a last ditch effort to steal as much money as possible before disappearing from existence, never to be seen again, unable to be tracked down due to fake offshore addresses and no real office or location. I'd love to be proven wrong and see some integrity from you.

Dear Obiching,

thank you for your continued cooperation, we have received further communication from the casino outside of the thread and are now waiting for their next response.

Hi Martin,

Due to technical issues experienced with our bank transfer PSP, we asked the player to re-submit his redemption request via card, on the 15th of April. We reminded him again today.

Once the player re-submits, we can proceed.

Thanks!

Dear Moonspin Casino representative,

thank you very much for the update. I am confident the issue will be resolved in the near future.

Dear Obiching,

could you please re-submit your request? Please keep us updated.

Dear Obiching,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru