Moonwin Casino - Delayed payment 3000 Euro

Dear Moonwin Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear all,

This complaint has been reopened as per Moonwin Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Dear BORUSSE42,

We apologize for the delay in our response. To assist you further with your payment issue at MoonWin Casino, we need to know your email address that was registered at our casino. This will help us investigate the matter thoroughly.

Thank you for your patience.

Best regards,
MoonWin Team

Dear Moonwin Casino,

Kindly note that the player's registered username and email with your casino can be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear Askgamblers and BORUSSE42,
Thanks for providing the information!

We have found the needed account of the player at our casino and we want to confirm that the withdrawal the player is talking about (3001,23 EUR) was approved from the side of the casino and confirmed by the payment provider that the funds were sent to the player's banking account. The status of the withdrawal was changed to successful on May 15th, 2024.

In case the player hasn't received his funds we're kindly asking the player to provide a bank statement from the start of April 2024 to end of the May 2024 to check if the funds were received.

Truly hope for your cooperation.

Best regards,
MoonWin Team

Dear @Borusse42,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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.