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Casino Moons - Delaying payment for over a week now

RESOLVED
Complaint Info
Disputed casino Casino Moons
Reason Delayed payment
Amount $ 880
Posted on April 17, 2019

I should not play at this Casino Moons if I had seen all this complaints!!

I am being attracted with their 100% cashback offer for first deposit. After having a live chat with their customer service and being convinced of such a good offer, I deposited USD600. Well, I am not a greedy gambler and just after won USD280, I made a cashout .

As usual, I uploaded my ID and utility bill as per their requirement. The documents all approved and I requested my cashout.

After 5 days, my first cashout being rejected without any email from them. I then go to live chat and being informed I need to sent the screenshot of my Ecopayz to them. No problem, I have done it and requested cashout again.

5 days later, my cashout rejected again. This time, I received email that a routine security check is being carried out and I need to wait. However, as told by their live chat customer service, I can request the cashout again. So, I requested my cashout for the 3rd times.

Now already exceed more than 7 days, the cashout still pending. As usual, the security checking is still there.

Those who wish to play at Casino Moons due to their good offer ready need to think twice before deposit there. I hope Askgamblers.com could help me out and I swear will never play at Casino Moons again. Thank you

Posted on April 17, 2019

Hello,

We hope this message finds you well.

Please note that the Accounting team needed you to confirm the payment method information before being able to review the payout request. Since your account was automatically placed under the Verification Process, your latest withdrawal request could only be reviewed once the verification ended.

Your withdrawal request has been approved today and the funds will reach your account in up to 24 hours.

Should you need any help or have any further questions about the withdrawal process, please do not hesitate to contact us.

Kind regards,
The Casino Moons Team

AskGamblers
Posted on April 17, 2019

Dear @KC3255CK,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on April 17, 2019

Dear Askgamblers,
I still do not receive the fund yet. Kindly do not close the case yet.

For Casino Moons, your reply saying that Accounting team needs to confirm my payment method is totally unacceptable. I have already place my withdrawal via Ecopayz, together with key in the Ecopayz Account number. Why your Accounting team still need to confirm payment method if the player already put it their in your cashier WITHDRAWAL method?? You are really under estimate your player intelligence!!

Posted on April 17, 2019

Dear Askgamblers,
You may officially close this case. I have received my fund.
Thank you so much for your assistance on this matter.
I am really appreciated your excellent services.

Posted on April 18, 2019

Hello,

We hope this message finds you well.

The Accounting team needed you to confirm the payment method details before being able to review the payout request, as per the following rule that can be found on the Banking Page:

Casino Moons solicits from all Members the corresponding information of their preferred withdrawal method via email to accoun­tin­[email protected]­asi­nom­oon­s.com

In order for the withdrawal process to run smoothly, please make sure to confirm the information for any future withdrawals.

We are happy to hear that you have already received your winnings. We hope that you will enjoy them and we are looking forward to seeing you online.

Kind regards,
The Casino Moons Team

AskGamblers
Posted on April 18, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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