MoonWin Casino - Withdrawal of player's winnings has been delayed.

I am submitting a complaint regarding a delayed withdrawal of 1,856 USDT from MoonWin casino.

My account has been fully verified and I have complied with all requested verification steps, including identity confirmation and additional requirements such as a selfie with visible address.

After completing verification, I was explicitly informed that the withdrawal processing time would take up to 48 hours. However, this time has already passed, and my withdrawal remains pending without any clear explanation.

I have contacted support multiple times, and I am only receiving repetitive and generic responses stating that the request is still being processed, with no estimated resolution time provided.

This lack of transparency and failure to process a verified withdrawal within the stated timeframe raises serious concerns about the fairness and reliability of this casino.

I request your assistance in resolving this matter and ensuring that my funds are released without further delay.

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Dear Juan161124,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center