Misinformation and poor customer service

Hi I have been waiting more than the 5 working days for my withdrawal of 100 dollars to come through to my skrill account I messaged a member of the team yesterday using livechat and he said it should go through Friday which is today 14/10/2022. today I went to login to check if my money had processed and I couldn't get into my account and this message appeared.

"Please note this account has been disabled. For further details, please contact us at, through Live Help, or via e-mail at Casino Moons." I didn't even get notified my account is fully verified I have mad 2 deposits one of 10 au dollars and another or 24 au dollars I want to know if they knew somehow my account was breaching terms and conditions and still allowed me to deposit knowing I wouldn't be able to withdraw anything which is essentially scamming I read a lot of bad reports about this site.

I have been struggling with my payout from casino moons for a month now. The payment was declined 5 times now. The first time was because of a print screen of Skrill that I submitted then it was declined twice for a card voucher that I needed to fill in and I submitted it both times. The fourth time was because they needed a picture of me holding my ID document and then now the fifth time was because of a random verification on my account. As per the emails that I attached every time they say all is in order and my documents are correct and the just another excuse. I wonder what the new issue will be this time. I had to play through bonuses as well and lost a lot of my winnings because of that. they don't answer my emails before hand and only correspond when payment was declined. They don't even have a live chat on the app anymore, I have all the screenshots of our live chats as well.

Submitted withdrawal request for $4000 on the fifth day it was declined. The excuse was they didn’t have proof of ownership of payment method. They requested a bank statement so I sent bank statements for all 3 cards I have on file and then resubmitted withdrawal request.

4 days after submitting the new request I accidentally cancelled it. So I decided to resubmit but change the payout method from wire transfer to Bitcoin. They say the Bitcoin transfer is instant once approved compared to up to 15 days for wire transfer. Then of course on day 5 again I receive an email saying withdrawal declined due to not having credit card vouchers on my account. Are they serious ?? Why was I not advised of this last time. They told me they only needed bank statements. So I go ahead and complete the vouchers for all cards on file and email a scanned copy with photo Id and copy of credit cards. I then ask via email if any more documents proving my id and ownership of accounts is required and I’m told no I’m fully verified so I go ahead and resubmit the withdrawal request for a 3rd time.

On day 3 of the new request I get an email saying declined again. This time for account verification - apparently it’s random selection.

This is absolutely disgusting. It is just another tactic to delay the withdrawal process and not have to pay. I have emailed several times asking why all of a sudden I have to provide all these proof of ownership documents, ID, bank statements and the list goes on but when I comes to me depositing they are more than happy to take my money with absolutely no questions asked and no ID or proof of ownership required. No one has bothered to answer that one.

I’m appalled at the delay tactics used when it comes to them paying out money. I just want to be paid what is rightfully mine and if they keep stalling or refuse I will be disputing all transactions made with my bank and reporting them as fraud.

I have a 500 EUR request pending and they are refusing to go through it even though I'm verified. I have tried contacting support with no luck. I will provide screenshots and hope I can receive help from you AskGamblers. Where do I apply the screenshot? I have a really edgy feeling considering the lack of communication and that they just keep delaying without letting me know about anything that`s happening surrounding the withdrawals. The casino is otherwise great and always received the perfect help from the chat. Operator Dwayne has just completely blacklisted me and has no way to get a response. I would like to upload a screenshot of the matter but seems like I cant in this section.

Hope to hear from you :)

I requested some withdrawals that have been cancelled for multiple verification reasons that I had already complied with everything and my last request this May 11, 2022 for $500 is again cancelled asking for another verification as they had said for all the cards that I had used even if they knew that I only used one card and that is already done as I sent them the paperwork. Therefore my account was already verified at an earlier date and complied with everything they required me to but I don't understand why this is taking so long it has been over feeling like forever since they have cancelled previous withdrawal requests. Since the first time I requested last April 19. 2022, since then they keep asking for more information for verification I submitted everything. Account was verified. Still nothing on any hope of when I will receive my winnings. I do have screenshots but don't know where to submit them? Anyone can walk me through the right way that would be so much appreciated.

I first tried to withdraw $4000 that I had won off bonuses. I was approved $100 and declined $3900 after 5 days with an explanation as to the bonus rules.

Having a better understanding of the rules, I continued to play on this website.

I put in a withdrawal request for $4000 that I won from loyalty cash back which I confirmed had no wager or minimum bet.

After 5 days I was approved $100 and declined $3900 again with the bonus offer explained to me again . I disputed this as I had gone through the entire reconciliation history to prove my point that my win was not won from any bonus.

After 5 more days I was sent an apology email an my account credited $3900.

Another withdrawal request was put in. Another five days and they declined my withdrawal due to not having correct bank confirmation details. I sent this in (again).

Another withdrawal request another five days. My withdrawal had been declined to to random selection for verification purposes.

Another withdrawal request...... I have been do patient and I have been polite and understanding but it feels as though I may never see my money. I am really suffering from this due to financial hardships and I have 3 children to feed.

I've sent multiple emails and chat messages. I can't wait any more someone please help me.

The amount is for $3900.

Thanks so much.....

Good day, I have tried to withdraw from casino moons,waited the 5 days twice now but no results My account was verified and accepted but when I want to withdraw they told me I should send a picture of myself holding my ID in my hand to [email protected] which I did twice but no feedback from them. They deposit the withdrawal amount back to my casino account after 5 days and then ask to resend picture of me holding my ID. Can you please advise or help me to get my funds? I deposited via bitcoin. I have screenshots of my account and the emails that I have to send to them.

Thank you

Hello, I recently have placed 2 withdrawal requests, my first being declined as I did not understand wagering requirements and fair enough I accept that no worries. However my second request I had waited over 5 business days (the said time period) only to notice my money had been put back into my gaming account with no email from casino moons explaining why.

I have also sent multiple emails to support and the accounting emails with a told wait time of 72 hours for a reply, yet I’ve been waiting over a week as well. It’s getting frustrating as it is hard to contact them with a quick reply solving the issue and not receiving my money with no explanation as to why.

Thank you