MoonGames Casino - Winnings confiscation with absurd reasons

RESOLVED
HIGH4ever United Kingdom
posted on December 12, 2015.

Hi
After depositing 500 GBP at the Moongames on November 10th, I played Slots and won 1525 GBP which I have decided to withdraw.
Then,the casino paid me my deposit funds only and refuse to pay the rest simply saying " we have a reasonable suspicion that you have been taking an unfair advantage of our welcome bonuses" and that's it!
I have played Slots,as i mentioned before and have not broke ANY of the casino's T&C at all.
I think it's only makes sense that if they accept my deposit money,they will also respect my right to get my winning money paid.

posted on December 14, 2015.

Hi HIGH4ever,
My name is Jennifer and I'm the VIP Account Manager here at Moongames. Thank you for bringing this to our attention. Please write me an email at [email protected] with your username and i'll personally look into the matter and I'll be happy to get more information for you.

Thank you,
Jennifer Hart
Moongames

HIGH4ever United Kingdom
posted on December 14, 2015.

Sent it now.
Hoping to be paid ASAP.

posted on December 15, 2015.

Hi HIGH4ever,
I have received your email and we're looking into this. I'll get back to you as soon as possible with more information.

Thank you,
Jennifer Hart
Moongames

posted on December 16, 2015.

Hi HIGH4ever,

Once again thank you for bringing this situation to my attention. We care about our players' experience on our site and we'll always do our best to solve problematic situations as quickly as possible.
As you’ve probably read in the personal email we sent you, we have reopened your account, and all the money you won is waiting for you inside. Please feel free to either withdraw, or given your proven luck, continue playing for even more winnings and jackpots.

I am truly sorry for any inconvenience created and, as you will notice, I have also credited you a compensation bonus together with my apologies.
Please let me know if there is anything else I can assist you with by writing me at [email protected]

Jennifer Hart
Moongames

HIGH4ever United Kingdom
posted on December 16, 2015.

Thank you for the quick and proper dealing with my case and also thanks for Askgamblers. I just made a withdrawal now and hope to be paid ASAP.

AskGamblers
posted on December 19, 2015.

@HIGH4ever,
Did you get your winnings, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and closed.

HIGH4ever United Kingdom
posted on December 20, 2015.

No. As for the moment i have not been paid yet.

posted on December 22, 2015.

Hi High4ever.
I can confirm that you made a withdrawal which is now being processed so we appreciate your patience while you are receiving your winnings.
Thank you,

Jennifer Hart
Moongames

HIGH4ever United Kingdom
posted on December 23, 2015.

Got the money in full now.
Thank you

AskGamblers
posted on December 23, 2015.

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