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Casino Moon - I haven’t received funds requested a withdrawal

Ruling

Found for the Casino - This player has repeatedly bet more than the maximum allowed for the bonus they accepted. As such the operator are within their rights to void the win and there is nothing we can do to help them.

Read our Casino Moons Review.

Player's Complaint

I have requested a withdrawl of 1800 Which they declined. they have asked for the ID and a picture of the first card I used to make a deposit which I sent them multiple times. After speaking to a different person every time it was hard having to explain the same things over and over finally someone said everything is ok and it will be processed tomorrow they said that earlier today now I’ve just tried to log onto my casino moons account and it’s not working so the account has been removed. They have not emailed me to tell me what’s going on. the email I have been sending messages to is [email protected]

Read the casino review

8 Responses

ThePOGG
July 11, 2018

Hi oshaee - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
July 13, 2018

Hi oshaee, I've spoken to Casino Moons about this issue and apparently they're still waiting on you submitting the final piece of documentation to verify your account, namely a deposit confirmation form. You can find the document here - hxxps://www.casinomoons.com/assets/themes/cmn/web/i18n/en/docs/CCvoucher.pdf. Please print it out, fill it out, take a photo or scan and email it to Casino Moons support. When you do so please CC [email protected] and we'll follow-up with the operator once you've done so. Thanks, ThePOGG

ThePOGG
July 20, 2018

Hi oshaee,

Have you submitted the necessary documentation?

Thanks,

ThePOGG

oshaee
July 22, 2018

Hi I have submitted the form but since then I have gambled my balance down to $600 I have tried to withdrawl this and they are saying I cannot withdrawl this money ever because I have won it doing a bet higher then $5 with bonus money I don’t think this is true can you please chase this up for me they said I can never withdrawl any of this money. I also have screenshots of them saying this thankyou.

oshaee
July 22, 2018

I only deposited $16 and got the 200% bonus and I only did $2.50 bets untill the bonus money was gone from what I remember thankyou

ThePOGG
July 23, 2018

Hi oshaee,

While I will request that Casino Moons provide your play history file, if you have placed bets higher than $5 I'm afraid there's nothing we can do for you.

I'll revert to you once I've spoken to the operator.

Thanks,

ThePOGG

oshaee
July 24, 2018

Ok thanks

ThePOGG
July 30, 2018

Hi oshaee,

I've reviewed your play history and unfortunately there are multiple occassions where you increase your wager to $10/spin inside of the wagering requirements for your bonus. As such there's nothing we can do to help you.

ThePOGG

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Agreement

oshaee consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

July 11, 2018

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.