Complaint #2
MoonGames Casino
Giving misleading and wrong information regarding remaining bonus wagering
10 years ago
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.
Screenshot
