Complaint #84 Casino Moons

Withdrawal continued delay

By Smek30

5 years ago

Re casino moons is the casino please I have been trying to withdraw since January 4 2021 . Please find copies of conversations documents submitted they keep asking for I need assistant I am worried what are they doing with my personal information they have give me about four different times I have given them account names swift codes again and again they continually change demands use delayed tactics to not pay me . I need help please

Here are my cat conversations below:

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Hello , How are you doing ?

iusing swift code do I use my visa number or a saving s account please

Can I have some help please

The SWIFT code can be found on a bank's website, on your bank statement, or through an online search. Make sure you copy down the correct characters when recording a SWIFT code, and check that it has 8 or 11 characters. The first 4 characters stand for the bank to which money is being transferred

8 characters won’t take my account no

Please double check if it's correct

Yes should it be a savings or visa

I tried both don’t work

Savings account

Hi thanks I think it’s gone through again I think it’s already been reviewed two weeks ago they put it back let’s hope this time it goes through thanks for your help bye sonia

In case you need anything we're 24/7.

Jan 14, 2021

Hi I wonder when my finds will be returned please I withdrew them on the 4th then again A few dats ago I wondered when will it be processed please thank you soniia

Hello! How are you doing?

Yes not at moment thanks waiting on withdrawal to go through first thank yiu sonia

Can it please be processed I have waited now some 14 days thank yiu sonia

One moment to check your account please

Yes thank yiu sonia

your request is pending under review, it takes 5 business days to review any withdrawal request , however the accounting team will get back to you when the process si done

Jan 15, 2021

Yes please first attempt was 4th of January the money is directly put in I would like it paid I do love to play this casino thank yiu sonia

Jan 19, 2021

Yes I would love to know when payout will begin please can I have a date please Have met the conditions I would like this honoured thank you Sonia k.

All of our agents are currently assisting other customers. Please wait for the next available agent

Hello , How are you doing It will be reviewed today

Thank you Sonia

Jan 20, 2021

Hi wondered why is my funds again been returned to my account Thank you

All of our agents are currently assisting other customers. Please wait for the next available a

Jan 20, 2021

Hi wondered why is my funds again been returned to my account Thank you

how are you?

Good thanks

Hello,your withdraw request was cancelled because you still haven't provided the bank statement to confirm bank wire info to our security team to security@casinomoons.com

Hello , How are you doing ?

It will be reviewed today

Thank you Sonia

Jan 20, 2021

Hi wondered why is my funds again been returned to my account Thank you

how are you?

Good thanks

Jan 23, 2021

Why has the casino returned funds to my account that 16 days of waiting with non action could have been done in one day .please return monies to my Visa card as yiu accepted deposits waiting for help from you .please assist and inform me why it was rejected twice please thank yiu sonia

Hello,your withdraw request was cancelled because you still haven't provided the bank statement to confirm bank wire info to our security team to security@casinomoons.com

Thank you now I understand better yes I will prove this thank you sonia

Pleasure to be of assistance

If you need any further assistance, please don't hesitate to let us know, we are available 24/7!

Jan 26, 2021

Hi how do I upload my document thank you Sonia

Hello , How are you doing ?

Please upload a Identity card copy, Proof of address: utility bill (electricity / gas / internet or similar), which dates max 3 months Copy Credit Card if you use one to make a deposit in the last 6 months

My account is already verified

On : My account - account verification

Yes I already have

And they are approved

Casino Moons offers customers easy to use payment methods that are fast and secure.

View Promos

Daily deal bonuses

Members receive daily bonuses and deals. Check out today's specials and increase your chances at winning!

Kevin

Online

Jan 23, 2021

Pleasure to be of assistance

If you need any further assistance, please don't hesitate to let us know, we are available 24/7!

Jan 26, 2021

Hi how do I upload my document thank you Sonia

Hello , How are you doing ?

My account is already verified

On : My account - account verification

Yes I already have

And they are approved

Jan 29, 2021

Hi I wonder when my withdrawal going through please I sent emailed they received my statement they needed . I have been waiting since 4th February I first tried to widraw I have don’t the latest one in 26/1/2021 thank you I have hear swift payments nearly instant so I wonder what is hold up now thank you sonia

Hello , How are you doing ?

Good thanks

Good to hear

Have you sent the bank statement to accounting team ?

Yes days ago thanks

When u sent me message thanks

They received it thanks

Perfect it will takes up to 5 business days to review it

Okay I think that was 26 thank yiou sonia

In case you need anything we're 24/7.

Feb 3, 2021

Hi is this a bad joke 30 days after withdrawing yiu take all my money please pay me immediately as I paid the casino like like others yiu paid them after time it says on google canu please rectify this situation today now instantly it’s too much to make yiur customers wait a month omg please help me it’s very unfair

Done again withdrew again

Photo of swift code Thursday 4th February

Feb 4, 2021

Please send a bank statement to confirm bank wire info to accounting@casinomoons.com

What is wrong now

It has been sent week a go

They even replied

You haven't made the withdrawal request after that

I can try again but it’s ine ninth today delaying my payment

Before that

So lol I start again sent bank statement again with all my private details and withdrawal again wait another five days to waste my time doesn’t make sense

Is it never going to sent to me

Yiu have a hard job dealing with people like me

You had to make the withdrawal request

I have done it

Ten times lol

Do I need to do it again obviously yes

Yes obviously as you hadn't made the request again since your last decline

Omg it’s crazy I try again thank yiu

My pleasure

Thank you yes soon thanks

I have done it again fingers crossed this time thank you sonia

Thanks you too Sonia

Feb 11, 2021

Hi I have 350 back in my account after withdrawing it for one month can u please explain what is happening with it

All of our agents are currently assisting other customers. Please wait for the next available agent

About four times

Hello , How are you doing ?

Good thanks

We are missing voucher for cc 5702

What is a voucher

please send it by email to security@casinomoons.com

What is it

Allow me a moment please

https://www.casinomoons.com/assets/themes/cmn/web/i18n/en/docs/CCvoucher.pdf

It's this one on the link

Do u mean statement again for visa no account no

Please open the link i sent you

Lol why is there always a problem ihave sent my account statement . Withdrawal say yiu need saving account not visa I sent savings account statement l how is the withdrawal going to allowed now using visa that is not on withdrawal form

Security team needs that voucher

Which account is the money going into please

So whilst they need that too do I habe to withdraw into savings account then it will only be returned to my account

You can make the withdrawal request again after sending the voucher

How will the funds be sent back to me please

To your bank account

Will it accept savings why is the form saying that for wireless transfer

Why was I not told that one month ago

The voucher

It's mentioned on the banking page

Okay every time I do it I am not getting paid is that the point

I try one more time thank you sonia

You will be able to after you send the voucher

All voucher I’d and credit card sent today via email as requested By casino

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Today I received my emails saying the following Garry

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Thu, 02/11/21 2:47 pm

Hello,

Thank you for contacting us.

Please note that the voucher is not approved, we need the full doc.

Regards,

Miss Eye Spy

Thu, 02/11/21 2:24 pm

Sonia < surname removed >

-------------------------------------------------

Please help this will never end unless I have help please

Sonia < surname removed >

Disputed Casino Casino Moons

Reason Delayed payment

Amount $350

Discussion

AskGamblers

• Support Team

5 years ago

Dear @Smek30,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Casino Moons

• Representative

5 years ago

Hello,

We hope this message finds you well!

Kindly note that the payment appears as successful on our end and the funds should be reflected in your account. Should that not be the case, please send us a bank statement to accounting [@] casino moons . com [typed together] so that we can further investigate.

Kind regards,
Casino Moons

Smek30

5 years ago

Now they disabled my account well done casino moons it’s only two months late lucky ut is not thousands yiu have all my private information omg no payment no correspondence a disgrace people should be warned about lack of professionalism and anti gambler approach to paying out . They also lied said it was send some 15 days ago what a joke ! With rise in online gambler issues it is scary for Australians what is really happening with our data ! Feeling cheated have been cheated

Smek30

5 years ago

Hi my payment has not come through I don’t think it’s been sent disappointing result when we like playing thanks for your help . It’s obvious it’s now near two months there are no monies been put in my bank account as they said it would be months ago thanks sonia

Casino Moons Complaint Stats

Resolved 34 / 35

Avg. Amount $1,676

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Casino Moons Complaints

See all complaints for this casino

My account has been disabled when I was waiting for a withdrawal

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.

Unresolved

$100

Delaying payment of winnings

Refusing to pay out $700 of winnings for the past few months.Have been asked numerous times for all different type of verification which I have provided including a phone call from the security department to confirm the verification.Now they have just kept reversing the withdrawal in the hope that it will be gambled which it won’t.Definitely avoid using this casino will not pay out but will happily take payment.

Resolved

No pay out from casino moons

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.

Resolved

4000AUD Withdrawal declined & 3 times Account Verification

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.

Resolved

$4,000

Delayed payment of 500EUR

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 :)

Resolved

€100

Like a dream - waiting for collaboration

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.

Rejected

$500

Prolonged withdrawal

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.....

Resolved

$3,900

Withdrawal issues verification

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

Resolved

Withdrawal not being accepted

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

Resolved

$2,000

Exhausting withdrawal process

I am trying for the past 2 weeks to get my winnings paid but after 5 days, firstly it was my proof of address, which I resubmitted, then it di not correspond with what they have, I resent the latest bank statement and then it was the Ecopayz Account screenshot that was not clear, this is only after 5 days of waiting. the support team says the verification has been declined, I resubmit documents and after 5 days the same thing, Can I please get assistance to withdraw my winnings. The second time it was rejected was that they say the screen shot was not clear, I resent the screenshots and the agent say all documents are in order and I should get paid out in 5 days. Still nothing after 5 days.

Resolved

R10,000