MoonWin.com Casino - Player's withdrawal is delayed due to a wagering requirement.

deposited $100 played and bought $100 feature one $800 and tried to withdraw and now they’re saying that it cannot be withdraw unless I put in $1000

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Beattie19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Terms and conditions, and this is what I found:

9.7. All deposits must be wagered before any withdrawal of funds connected to these deposits is allowed. Specifically: for most games, the total amount of bets placed must equal at least 3 times the deposit amount, while for table and live games, this requirement increases to 10 times the deposit amount. If multiple deposits are made without gaming activity, the combined total of these deposits must meet the respective wagering requirements before a withdrawal can be processed. Failure to meet these requirements may result in the Casino charging a processing fee for deposits and withdrawals, at its sole discretion. Deposited funds must be used exclusively for gaming purposes.

What’s important to clarify here is the difference between depositing and wagering.

This rule does NOT mean that you are required to deposit more money. It means that the money you already deposited must be used for placing bets before a withdrawal can be approved.

Since you were informed about a 10× wagering requirement, this indicates that your play was counted as live or table games, for which casinos commonly apply higher wagering requirements. In practical terms, if you deposited $100, you are required to place bets totaling $1,000 using your existing balance (including winnings), not by making additional deposits.

Buying a feature or placing bets counts toward this requirement, but only the amount wagered is considered — not the winnings themselves.

This type of rule is common across online casinos, especially for live and table games. I recommend contacting the casino to confirm how much wagering is still remaining, rather than how much you need to deposit. If you prefer not to complete the wagering, you may also ask the casino whether a withdrawal is possible after paying a transaction or processing fee.

Please let us know if this explanation helped clarify the situation. Looking forward to hearing from you.

Best regards,

Veronika