FCMoon Casino - Player's account has been closed with funds blocked.

Hi, I'll tell you step by step. I've been playing for 2 months. Deposit 3300usd. Withdrawal 2300usd. Now there are 1994usd on the account. Then the withdrawal was blocked. In the chat they say to wait a few days for review. I go to the site, the chat is disabled intentionally (apparently so as not to communicate). I write to their official email. No one answers. I accidentally saw that the chat is working from another computer, apparently only me, my IP, or my browser were blocked. I write to the chat from another computer. They answer that I will not receive anything, the account is blocked. I will not be able to continue playing, withdraw funds.

The main points of the bookmaker's office.

1 - no identity verification, no documents are needed.

2 - in case of a plus there will be a check, then a ban.

3 - the chat is blocked so that you do not ask questions and do not shower them with threats.

4 - They do not answer by mail, which is completely paralyzing.

5 - Blocking an account with a balance of 1994 USD It turns out that the bookmaker is a fraudster.

Dear ivan664,

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 advise which games you played - slots, live casino, sports betting, etc.?
• Do I understand correctly that your account wasn't verified?
• Did you accumulate 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,

Kristina

The account was not verified by documents. But all the necessary information was recorded. Including email and mobile phone number.

Casino, and mainly sports betting.

The funds were personal and won. I did not use bonuses.

I worked with the account 100% and withdrew funds and made a deposit. Everything was great, I played for 2 months. Approximately.

Thank you for your reply, ivan664. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino users only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue in case you mainly focused on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

I also played in the casino. I didn't concentrate only on sports.

Alright, we can try to investigate further, but please keep in mind that if your account closure was related to your sports betting activity, we won't be able to assist.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Since they blocked my chat, I couldn't talk to them. I wrote them an email to explain the reason. There is no reason, it's just a scam. They say that I am suspected of scamming. What, excuse me? Because I made a deposit and played for almost 3 months with them? And they suddenly decided that I am a scammer? I think that my last game was profitable, and they decided, why pay him, we'll throw him out of the site, and that's it. The money is in our pocket. He won't get anything anyway. And he won't be able to complain to anyone. And even if he can, it won't affect our activities in any way.

Thank you very much, ivan664, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, ivan664,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear FCMoon Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hello Branislav and Ivan,

We don't need you ID, you can withdraw your funds using some payment methods without KYC, but unfortunately, your account has been blocked for suspicious activity when placing sports bets (Late bet on sportbook), which is why it was blocked. And that's why you have no chance to answer.

Thank you very much in advance for your reply.

Best regards,

FCMoonCasino.

Good afternoon, can you please tell me what should I do? I didn't break any of your rules. Some kind of security system of yours has revealed some errors in sports betting. But my account suffers because of this. Return my winnings, or my deposit in the amount of 900 usdt. If you don't want to verify my identity. Or restore my account altogether, we will continue to play. There are no problems. It’s just that on my part, you are violating the rights of players and confiscating funds without paying a deposit. And don't forget that I've been playing on your site for almost 2 months. And I withdrew money many times. And there were no problems. Until the account went into profit. After counting my bets, I realized that the account had a positive result, as a result of which it was blocked. I want justice, payment of my full bill or my deposit.

FCMoon Casino, can you write correctly? I can withdraw funds, but I cannot withdraw funds because the account is blocked.

Dear FCMoonCasino Team,

Thank you for the explanation.

Have any of the player's funds/winnings been confiscated? Do I understand correctly the user is not allowed to withdraw his remaining balance from the disputed casino account?

Thank you.

Hello,

I hope you are doing well.

I regret to inform you that your player account has been deactivated due to fraudulent activity.

Our security system has detected an anomaly, and as a result, your account has been permanently blocked.

You will no longer be able to use our platform or create a new account.

As the account was closed due to fraud, no refunds will be issued.

Thank you for your understanding.

Sincerely,

This letter was sent to fcmoon the other day. But first of all I would like to point out that I have been playing for almost 2 months. And nothing happened. But as soon as the account went into profit. Immediately the system worked that it was forbidden to win on their site. And they just write replies like this. My money is in your pocket, it is stored in your accounts. The fact that my account is blocked doesn't mean anything. You can return the deposit, or my entire balance, there is nothing stopping you from doing this. Fraudsters.

Dear ivan664,

I received some details from the casino, and I am currently waiting for additional information/data from the casino representative outside the thread.

In the meantime, can you please confirm the following:

• You have not played in the casino's casino section since July but only in sportsbook
• You managed to withdraw a significant amount from the casino, in the past and/or also from sportsbook
• Your disputed winnings were accumulated only in the sportsbook (in August and September)

Thank you.

But if the information you received from the casino, and you say that it does not fall under the topic of discussion, you would not talk about it, because it does not matter. I hope this is not a bribe from the FCMUN. In order to defend the bookmaker's position for money. I hope that the information received from the bookmaker will be as open as our dialogue, the bookmaker, the regulator, and me.

You have not played in the casino's casino section since July but only in sportsbook

-I played in the casino, and that's a fact, and I don't have to remember how much time I spent there. The main thing is that I played, on what dates, I don't remember

You managed to withdraw a significant amount from the casino, in the past and/or also from sportsbook

-I will never say that I withdrew any significant amount, because paying out winnings is their job. My account before the blocking was negative, which means that I lost a lot. And if I lost a lot, then I made deposits. I don’t see any point in considering the question of whether I deduced a lot or a little. The main thing is that I made large deposits there.

Your disputed winnings were accumulated only in the sportsbook (in August and September)

-In this case, yes, but I also played in the casino. And the question is moot, if I had won in the casino, they would have done the same. It's just that the casino system is handled by other providers aimed at the player's loss, well, as a system that should take funds. And fcmoon specifically deals with sports, since they give players access to use together with the casino. In fact, a bookmaker who uses both sports and casino should be held equally responsible. Here we see that these are fraudulent actions. Just imagine, we are not talking about 10-50 dollars. We are talking about large sums, the bookmaker took them in his pocket, and now does not want to return them, due to the violation of the rules. Please note, I played with them without problems while my account was in the minus, that is, while I put my funds in their pocket. As soon as the game in other directions began, the blocks immediately flew, since the player needs to pay for winnings. And I therefore believe that if the bookmaker is not able to pay, then it makes no sense for him to work. If he decided to deceive me, or to cheat me. I must pay for it, in the amount of the full withdrawal of funds, and an honest review of his bookmaker activities. So that everyone who would have a desire to play, knew that this casino does not conduct honest activities, in other words, a fraudster.

Look at this, go in, read the reviews. What's honest here? Where is the payout of winnings? New casino, has 70% negative reviews.

Also look at my review which was deleted. Most likely for money.

By defending my position, you will save many people from these scammers. The losses of this casino will be colossal.

Bad reviews are written almost every day. This is not normal.

I also want to say that I have suspicions that the good reviews were inflated by the bookmaker itself.

Dear ivan664,

"I played in the casino, and that's a fact, and I don't have to remember how much time I spent there. The main thing is that I played, on what dates, I don't remember" - but that is not enough for us, and you should remember it at least approximately since we currently handle and investigate only casino-related complaints. It is not enough to say you played casino at an online casino a few months ago if we have to investigate it. How could it change the situation that you played sportsbook, that the allegations relate to sportsbook, and that we simply cannot currently sufficiently investigate such a case without enough insight? In addition, my colleague informed you clearly about it at least twice above.

Since our Complaint Resolution Center deals with complaints about online casinos only - I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue, and after gathering all the necessary information from both involved parties, it is clear that your issue relates to sports betting play and violations related to rules governing it. Therefore, I am forced to close your complaint as 'rejected'.

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints or directly to the authority that regulates the casino, or an ADR if the casino states any on its website (usually in the Terms and Conditions).

In case of questions, feel free to contact me via email (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Thank you too, FCMoon Casino Team, for your cooperation and help.

Best regards,

Branislav, Casino.Guru