FCMoon Casino - Player's unable to request a withdrawal.

Hello,

From 09.23. date there is an error message at the withdrawal section about I am not able to create a withdrawal request and ask help from support. I am already contacted with the casino several times and they created a support ticket and they mentioned that is all what they can do on live chat and I will receive answer in few days. Many days later there is still no information about why is that I cannot create withdrawal request. My account is totally KYC verified and the casino does not provide me any information and holds the amount back.

Best regards,

G

Dear gb156,

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 post a screenshot of the error message you see when you try to withdraw your winnings here in this thread?
• Have you made any successful withdrawals before? 
• 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

Dear Kristina,

I am attached now a screenshot about the problem. I had a successfull withdrawal request 2 month ago. I never used any kind of bonus at the casino.

Best regards,

G

Thank you for your reply, gb156. Did you use the same withdrawal method in the past?

Additionally, 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.

Dear Kristina,

I am sent you an e-mail with the conversation. Yes, the same method is used.

Best regards

Thank you very much, gb156, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.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.  

Hi gb156,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear FCMoon Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's withdrawal request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Dear gb156, I have just been informed by the casino representative that you should be able to request a withdrawal now. Can you please check and update me?

Dear Natalia,

Yes, yesterday I am already created a withdrawal request. I am let you know when the request is processed. Please do not close the complaint till this time.

Best regards,

G

Dear gb156, thank you very much for the update. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Natalia,

I am succesfully received the whole amount. Thank you for assistance! I wish you the best!

Best regards,

G

Greetings gb156, it has been a pleasure to work together with CasinoGuru and Natalia to be able to help you, we apologize for the inconvenience and hope you will not have any other problems in the future with your account and you can continue enjoying our platform.

Best regards,

FCMoon Casino

Thank you for your assistance, FCMoon Casino!

Dear gb156,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia

Casino.Guru