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Casino Moons - Refusing my withdrawal and blocking my account without clear explanation

REJECTED
Complaint Info
Disputed casino Casino Moons
Reason Declined payment
Amount $ 2000
Inactive user
Posted on September 17, 2020

Casino moons is currently refusing to pay me my money, after earlier on today of disabling my account without letting me know by any type of contact. Later, after long hours of waiting for a reply from them, they finally replied me back and told me the reason is because of inconsistency that they found on my account. (Honestly i have no idea what they meant, is it because i kept on signing on and off of my account? If that is the reason, let me ask you, who wouldn’t? When u got $2,000 pending for withdraw sitting there. Of course anybody would be checking on their money, correct me if im wrong.) And during the time up until now. I emailed them both security department and support department with so many times that i want the answer to my question is where is my money? And why did they close my account? I am not clear and understand the reason for they doing that (closing my account with my pending withdraw of $2,000 on there.) Can anyone help me please? I have 2 kids, a wife, and so many bills that i have to take care of. As a leader of the family, who wouldn’t be worrying about their money? Especially when they earned it fair and square. Right? So please help me.

Posted on September 17, 2020

Hello,

Thank you for reaching out to us!

Kindly note that the account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as “multi-accounting”, which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Casino Moons has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Casino Moons may block regular or tournament play and/or prize distribution.

Kind regards,
Casino Moons

AskGamblers
Posted on September 17, 2020

Dear Casino Moons,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­[email protected]­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Inactive user
Posted on September 17, 2020

Ok 1st, even if i have another account but that one had not been official verify by u guys right? I only have 1 official verified account by u guys, u guys approved my verification process since the first day of the request (Saturday) (Email proof). 2nd, on other account i never request on any withdrawal or make deposit on there, So thats not a complete verified account. Am i right? What if i were to say thats not my account? Do u guys have proofs that is me with my id card, bank statement or any other proof of identification uploaded on there? Just because its same name on the account doesnt mean that is my other official verified account. It could be some other person with the same name as me. There are over 4.6 billion people on earth. What are the chance of people having the same name? Now, im not saying its not me or my account, but im saying i ONLY HAVE 1 COMPLETELY VERIFIED ACCOUNT. Or else you wouldn’t approved my account in the first place. 3rd, with all the multiple account situation, BITCOIN was my option as payment. I did not deposit or request for withdrawal with any other type as payment. And we all know how BITCOIN works right? They are widely to be favored by people because of its anonymous impact for the people. U guys even stated on your withdrawal rules and regulations that basically who ever deposit or withdrawal through or by BITCOIN dont necessary need to upload their documents of identification. I did it because i Want to show my loyalty sincere, honesty as a customer and looking for a long time online casino that i can go-to and play in my free time because thats what i love doing the most on my free time, i want to get away from reality and be in the zone with my favorite hobbies. At first i thought i found that, but then 3-4 days later u guys disappointed me with an action that i did not even know what and why my account was close with the pending and promises withdrawal of $2,000 in there. 4th, why did u guys give me hope by approving everything in the first place? U know that not only u messed with people time and hopes, u also likely lying to them from the first place, then all the sudden u close their account out of no where (not even giving them a chance to know or ask them about the reason of multiple accounts.) let’s be honest and real here, how many people have alternative accounts on any type of their account? I have 2-3 emails, im sure each of u are likely have alternative accounts too on anything, am i right? Correct me if im wrong. And what if i say that i created another account with u guys (casinomoons) because i want to get in contact with u but i cant because my account been disabled by u guys. And the only way is to create Another account and get inside the casino web to look for supports get help from u guys (u guys dont even have the 24/7 live support chat like u guys stated on the advertisement. Now, what does that mean? U guys false advertise people.) Look, im here just to get my money like u guys promises me (by approving my withdrawal request) since the time i requested. Did u know what that $2,000 means to me? It means it would make my life as a man of the family and house less heavier problems i have off my back (i have kids and whole family i have to carry and take care of. All sudden u just gonna deny me like that?) Thats some F’d up S*** u guys pulled, lets be honest here. But thats not the point, its my personal life. But im saying how i feel and look at from what ur decision impacted on your customer. With all that being said and done, can i please have my money that i won fair and square (didnt Cheat) being deposit in my bitcoin wallet address please? Then after i get my money i will leave u guys and go on my way, never returned ever again, please?

AskGamblers
Posted on September 18, 2020

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Casino Moons management acted in accordance with their Terms and Conditions.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

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