Moonwin Casino - Delayed withdrawal

Dear Savafut99,

As per our check, your withdrawal request wasn't processed initially (on 29th June 2024) due to an incorrectly entered IBAN code. Subsequently, you manually recalled the withdrawal back to your casino balance a few times. Your last two withdrawal requests, created on 2nd July 2024, were approved on 3rd July 2024 and sent to your banking account. It can take up to 7 banking days for the funds to be received, though it is usually faster. As soon as you will receive your funds, please update the status of the complaint.

If you have any further questions or need assistance, please feel free to contact our support team.

Best regards,
MoonWin team

Hello Moonwin and Askgamblers,
I recalled my withdrawal on the 2nd of July, since I talked to one of your agents and agreed that I make a bank transfer withdrawal.
The withdrawal was initially succesfull but my bank declined it due to an error from their side and was sent back to you,as I showed via LiveChat. I will now attach the bank transfers so you can see it once again.
I'm now waiting for an update from your side, when you get the funds back, then I will withdraw the funds via Mastercard, hopefully without delays.

Kind regards

Dear Savafut99,

Thank you for bringing this to our attention and for your patience during this process.

We would like to inform you that we are currently coordinating with our payment provider to resolve this issue. As soon as we receive any updates regarding the returned funds, we will promptly inform you and proceed with the necessary steps to facilitate your withdrawal back to you.

We appreciate your understanding and patience in this matter.

Kind regards,
Moonwin team

Hello Moonwin and Askgamblers,
I am still waiting for my withdrawal and you tell me again to be patient and wait. I am waiting for withdrawal since 28th june.

Could you please speed up the process?

Thank you.

Dear Savafut99,

Thank you for reaching out and sharing your concerns. We deeply regret any inconvenience you have experienced during the withdrawal process.

Upon reviewing your case, we identified that the delays were due to issues with your credit card. We sincerely apologize for this. Please rest assured that our team has approved all your previous withdrawal requests, and they have been successfully forwarded to the payment provider for further processing.

We truly appreciate your patience and understanding as we work to resolve this matter as swiftly as possible.

Kind regards,
Moonwin team

Dear @savafut99,

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.