MoonGames Casino - Giving misleading and wrong information regarding remaining bonus wagering

RESOLVED
posted on October 24, 2015.

After depositing with moongames I received my bonuses promptly. I deposited 3 times, each time receiving a bonus. The first a deposit of £50 with bonus £50, the second a deposit of £50 with bonus £25 and a third time of £200 with bonus £100. Each time I deposited after I had lost the previous deposit and bonus. After a significant amount of play I wished to see my remaining wagering requirements, so I emailed support as I couldn't find any details the mobile site. They responded promptly telling me I had to wager a further £1516 to withdraw the funds. I played a slot to cover this and yet the funds were not credited as cash. So I emailed again to be told that was a mistake I still had to wager £5600. So I continued to play. At this point I was told only bonus funds would count which was fine because their software said my entire balance was bonus funds. Later that night my balance changed to show £250 cash and £147 bonus (no idea where that bonus figure came from) so I had a look at the withdrawals page to be told if I withdraw I would forfeit the bonus or I could wager a further £20,000 to release it. So I emailed again. This time I was told that the bonus amount had to be wagered 120 times despite the T&Cs saying 25x deposit and bonus. That I had to essentially lose my cash balance before any wagering would count toward the bonus and finally that any win with bonus funds would add to the current wagering requirement x20. To me that is insane as there absolutely no chance of clearing the wagering requirements at all. I have attached all corresponding emails. I believe I have wagered more than enough to clear the bonuses and would like the bonus balance credited to my balance as cash.

AskGamblers
posted on October 26, 2015.

We remove all attachments that contains submitter's personal and sensitive information's.

posted on October 26, 2015.

Dear Stephen,

Thank you for bringing this to our attention. We are sorry for the inconvenience and we hope your future experience with our site will only be positive.
We're always thriving to offer all our players an enjoyable play, we'd be very sorry to know it was less than perfect.

One of our top account managers has confirmed this issue is dealt with on a personal level. We hope the matter will be resolved as fast as possible.

Please do not hesitate to let us know if there is anything else we can assist you with.

Thank you,
Moon Games Casino Team

posted on October 26, 2015.

Having checked my account I can confirm that the bonus balance has been transferred to cash. I would like to thank moongames.com for their swift and more importantly honest reaction to this complaint. I now consider this matter dealt with and once my withdrawal has been completed I will be happy to rate this casino highly. Thanks askgamblers.com for this great service too.

posted on October 26, 2015.

Thank you Stephen,
We hope that you will continue playing and enjoying your time at Moon Games ...

Sincerely ,
Moon Games Casino Team

AskGamblers
posted on October 27, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.