MoonWin Casino - Player's payout is being blocked with contradictory requirements.

​Despite fully completing all requested verification steps and providing valid, good-faith documentation, the casino is blocking my payout using impossible, contradictory, and bad-faith requirements. I have exhausted all internal dispute avenues with their support team, and the matter has reached a complete deadlock.

​1. Summary of the Dispute

​The Payout: I requested a withdrawal of $1,099 CAD. Historically, Moonwin has processed my past withdrawals (under $200 CAD) in minutes—even with the exact same expired ID. This four-figure sum has triggered a retaliatory and selective verification barrier.

​The Technical Impossibility: The casino's financial department suddenly demanded a bank transaction statement containing an intra-day timestamp (hours, minutes, seconds) for my deposit. As a Canadian banking customer, Canadian financial institutions fundamentally do not record or display transaction times on statements or online transaction histories due to standard batch processing and clearing mechanisms.

​Bad-Faith Admission: Support agent Winston explicitly admitted in live chat that this stringent verification is being selectively enforced only because I am attempting to cash out.

​2. Chronology of Events & My Compliance

​Expired ID & Rejected Temporary Permit: The verification cycle began when my primary ID was flagged as expired. I provided a valid, government-issued legal temporary ID permit, which they summarily rejected.

​Conflicting Instructions & Agent Walter: After speaking with support agent "Walter," I was instructed to upload a bank transaction showing the date, time, full name, and amount, along with a selfie holding my expired ID and a handwritten note with the current date and my hand visible. When I explained that Canadian banks cannot provide times, I offered the Loonio confirmation email with reference number for the deposit as an alternative. Walter explicitly confirmed that providing the timestamp was not necessary if I completed the remaining steps. I complied 100% with these instructions.

​Five Silent Rejections: Despite following Walter's directions, my withdrawal was rejected five separate times in a single day. Not once was any reason given through the platform, and zero emails were sent to my inbox explaining why my documents were turned down; I was only left with a recurring "rejected" status.

​Winston’s Dismissal & Admission: When I reached out to support, Winston was rude and dismissive. He repeatedly demanded an impossible bank statement showing an intra-day timestamp, explicitly stated that this verification was only happening because I was trying to withdraw, and abruptly closed the chat on me. I was able to get a screenshot of the last moments of this conversation when Winston dismissed and closed the chat on me.

​The Xavier Loop & Ignored Final Notices: I attempted to resolve the issue with Xavier, who ultimately told me to "wait for an email" and kicked the issue back to a review queue. I sent a formal deadlock and escalation email pointing out these bad-faith practices, only to receive a canned T&C response within minutes, followed by 12+ hours of complete silence. I sent one last final email, followed again by another T&C regurgitated response within minutes, followed by another 12+ hours of silence.

​Alternative Proof Provided: To bridge the gap, I offered a screenshot from my banking transactions (matching my name, the date, and the $30 CAD deposit amount) supplemented by the Loonio e-Transfer confirmation email, which contains the exact network-verified timestamp the casino claims to require. They rejected this as well without explanation and continue to withhold my funds.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• How many deposits have you made into this casino so far? Have you been asked to verify any of your deposits in the past as well?
• Which of your documents are still pending verification in your casino account?
• Has the casino suggested any alternative ways to verify your deposit since the statement downloaded from your internet banking does not contain all the information required for verification?
• What types of games did you play to accumulate the winnings you're trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

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

Best regards,

Veronika