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.

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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.