The player from Germany had submitted a request for a €350 payout, which was supposed to be processed within 24 hours. However, despite ongoing assurances from support that the money would arrive, the payout was still delayed after more than 48 hours. We informed the player about the standard processing time of up to two weeks and requested patience. The player did not respond to further messages, leading to the complaint being rejected due to lack of communication.
MoonWin.com Casino - Player’s withdrawal of €350 is delayed.
Amount: €350
MoonWin.com Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Dear Casino Guru Team,
I suspect that something is not quite right with the casino.
I have been successfully verified and requested a payout of 350€. I was assured that the processing would take place within 24 hours. Now, much more time has passed and nothing has changed. The support told me today that the money will arrive in a few hours.
After 4 hours, they said it's just undergoing a minor review and I will receive my money today. This has been going on for more than 8 hours now.
Automatic translation:
Public
Public
6 months ago
Dear hanemannroman,
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,
Kristina
Public
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6 months ago
Translation
Good day,
72 hours have now passed and my payout has not even been processed.
The support keeps saying the same thing: There is only a small check still to be done. My "manager" also says the payment should be there in 24 hours (probably even sooner).
It can't take more than 24 hours, the manager writes.
This is a tactic used by the casino to get unstable players to lose their money out of frustration. In my opinion, this is completely unacceptable. 
Edited
Automatic translation:
Public
Public
6 months ago
Thank you for your reply, hanemannroman. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
