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Casino Moons - Login glitch? Missing funds/credits

RESOLVED
Complaint Info
Disputed casino Casino Moons
Reason Other
Sim1 Queensland Message
Posted on December 27, 2018

For the past several days I have tried logging into my account & end up at a black page, sometimes the casino moons loading icon comes up sometimes it doesn’t. This happened after I was playing the other night - I think it was either Sunday or Monday night. I was playing a game & I had approx $386 in credit & decided I would rather play another game. I pressed the home icon to take me back to the home page. I noticed that the home page was all in black & white - normally in full colour & then noted that my account was saying I only had $0.06 in it. I would like to get this resolved as I wasn’t even trying to cash out just play another game & obviously I’d like my full credits returned. I cannot provide a screenshot of the above as I am unable to log back in.

Posted on December 30, 2018

Hello,

Thank you for getting in touch with us regarding this matter.

We have checked your account and found that the last time you logged in and also played the games was on December 28th. We could not find any other login attempts on your account, we can confirm that the account is fully enabled and that you should be able to log in anytime.

Should you have any trouble doing so, please try to clear cache and cookies or try to access the website from a different browser.
We have reviewed your game sessions from the 23rd of December until present time and we can see that the funds were played on the following games: Enchanted,Dragon Wilds, Egyptian Tales, Genie Gone Wild, Godiva, Golden Queen, Hercules, Jungle Queen, Legend of the Nile, Leprachaun Gold Deluxe, Leprachaun Gold, Money Train, Monkey King, Queen and the Dragons, Safari Deluxe, Vegas Riches, Viking Hero, Wolf Treasure, Yak, Yeti and Roll. At present your balance is AUD 0.13 and as far as we can see, your balance oscillated according to the bets placed on the account.

Any discrepancy that you might have seen between the balance inside the game and the balance on a different page on the account could have been caused by a connectivy issue, internet speed or browser. In any such situation, a refresh of the page or a clear cache and cookies will allow you to see the updated and correct information on your account.

Should there be any other situation that you would like us to look into or we haven't completely clarified the situation for you, please give us a few more details about what exactly happened, as well as an exact time and date, as we can see that after the 23rd and 24th of December, you have continued playing as normally.

Looking forward to hearing from you.

Kind regards,
The Casino Moons team

AskGamblers
Posted on December 31, 2018

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Casino Moons management in regards of this complaint to confirm and justify their statement posted on December 30th 2018.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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