Moonspin Casino - Player’s withdrawal has been delayed for over a month.

I am submitting a complaint regarding Moonspin’s failure to process a legitimate redemption.

On February 18, 2026, I submitted a $2,500 redemption request through my account. As of today, the request remains in "pending" status with no approval, no payment, and no clear timeline provided.

I have contacted customer support almost every day and have only received repeated, generic responses stating that my request has been "escalated," with no meaningful updates or resolution. I also gave an opportunity for the issue to be resolved by a specific deadline, which has since passed without any action.

I have successfully redeemed from this platform 3 times, where redemptions were approved and paid out after a reasonable review period. However, this current request has been delayed far beyond normal processing times.

Additionally, I have observed multiple recent complaints from other users reporting the same issue — prolonged pending withdrawals and lack of payment — which suggests this may be a broader problem rather than an isolated case. This seems to have started right after my last redemption on February 12, 2026.

I have informed customer service that I plan on pursuing my winnings fully and if that means prosecuting to the fullest extent of the law then be it.

Important notice:

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Dear glasseskelsey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Tomas

UPDATE:

I spoke to another customer service rep last night and wasn't as nice as I have been but I wanted them to know I was fed up.... I was basically hung up on via chat.

I JUST WAS UNABLE TO LOG IN TO MY ACCOUNT FOR THE FIRST TIME. I TRIED TO LOG IN VIA GMAIL LIKE ALWAYS AND IT GAVE ME AN ERROR MESSAGE. TRIED MY EMAIL ADDRESS DIRECTLY AND IT SAID UNABLE TO FIND MY ACCOUNT.

.

OH SORRY.... No I didn't win my money with any bonus or anything I simply purchased sweep coins and hit a good spin. Also, this is my 4th redemption so I've had KYC verification for awhile now.

this is the conversation had with customer service last night. in my opinion I handled it well and I have not done anything to go against their terms and conditions.

UPDATE: RECEIVED THIS EMAIL THIS MORNING SAYING MY ACCOUNT HAS BEEN DEACTIVATED. REASON 4.2L (l) engaging in any form of unethical play, or utilizing any restricted third party software and playing tools;

I have not done any of the such.

Dear glasseskelsey,

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

Dear glasseskelsey,

I am sorry to hear about your problem with Moonspin Casino.

I will now try to contact a Moonspin Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Moonspin Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Still no update? I have not received any additional information from moonspin.

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 glasseskelsey,

Thank you for your patience while we reviewed your complaint.

Following a detailed manual review of your account activity, we have determined that the original decision to close your account and decline your redemption was made in error. Your winnings were generated through legitimate gameplay and did not constitute promotional abuse.

Your account will be reopened, and the redemption will be handled by the relevant team.

We apologize for the inconvenience caused and appreciate you giving us the opportunity to resolve this matter. Should you require any further assistance, please contact our support team directly.

Thanks,

Warm Regards,

The Moonspin Team

Dear glasseskelsey,

According to the casino, your account will be reopened and the redemption will be processed.

Please let us know whether this information is correct and whether there is any news regarding the redemption.

Thank you for your cooperation so far.

I am in!! I was able to log back into my account and it appears the pending redemption was canceled and refunded back to my account! The only downside to this whole process was while waiting for my previous redemption and in an attempt to keep my account active I ended up blowing through $8,000 worth of my winnings which I am definitely bummed about. I am however over the moon beyond grateful for the return of my account and the funds that I was able to have refunded.

THANK YOU CASINO GURU

so here I am with a pending redemption once again... stay tuned

Dear glasseskelsey,

I’m glad to hear that your account is accessible again and that you have managed to request a new withdrawal.

Please let us know once you have received your balance.

Additionally, you can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Noting that this original complaint was made on the fact that I had a pending redemption for over 30 days.... Now I have another pending redemption as the original one was cancelled when my account was deactivated. Hopefully this one doesn't take as long.

Dear all,

The casino representative reached out to me outside of this thread.

I will keep you updated once I have any news to share.

Dear glasseskelsey,

In the conversation outside of this thread, the casino representative confirmed that you will be paid.

Dear Moonspin Casino,

Thank you for your cooperation so far and for informing us that the player will be paid.

Please reply when there is any update regarding this case.

Do not hesitate to let us know whether there is anything we can do to help speed up the process.

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.

Hello,

We reopened the account of the player and asked to issue a new redemption request via card.

The player requested redemption via bank transfer and also self-excluded. We need the redemption to be issued via card.

Thanks,

Moonspin Team

I contacted customer service stating that the self-exclusion was a complete accident and I was unable to back out of the confirm window so my only option was to confirm however I was informed that my redemption would still be processed as normal. how am I supposed to request it via card if I can't get into my account? are you telling me I have to wait 3 months now until my self-exclusion ends? I am very unhappy with the customer service of this casino.

no one ever informed me that it needed to be via card otherwise I would have done that. I've been waiting on this money for 3 months now.

Dear Moonspin Casino,

The player cannot access their account; therefore, they are unable to request a withdrawal via card.

Could you please assist the player and provide guidance and a possible solution in this situation?

Thank you very much for your cooperation so far.

Hello, yes, our team is discussing the options to send it directly. Our CS team will coordinate directly with the player via email regarding this.

Thanks a lot.

Dear Moonspin Casino

The complaint must remain open until the refund is confirmed by the player.

Please let us know once there is any update regarding this case.

Thank you for your cooperation and understanding.

provided this information 3 days ago and am now receiving the general "Thank you for your response, your message has been forwarded to the relevent team for review. Please contact customer service if you have any issues in the mean time."

This has been an absolute nightmare - $25,000 winnings... down to $6,000 due to the lack of payment and processing times has caused me to play almost all of my winnings away. Kind of seems like a non-payment tactic hoping people will give up after all this time but I will not.

still no response 4 days later

MONEY RECIEVED!!!!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear glasseskelsey,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor