Casino Moons – Cashout denied

Ruling

Resolved - Casino Moons have provided a reasonable explanation for the situation. Player non-responsive. We assume they are happy with the explanation.

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Player's Complaint

I have deposit cash, and forced to receive bonuses, practically every day the sent 100$, 50$ and 25$. I made a deposit and the same day received a bonus... I gain 4000$ after the wagering conditions, I asked via their chat if I could cashed my money, they told me in that I needed to make a deposit, I did. Made the request to withdraw, nothing, two weeks later In the chat, they told me that I needed to send ID proof, bill for home address, copy of the MasterCard used to deposit, I did no answer, no replied, then another week, was told that everything was ok, that I needed to make a deposit to withdraw the money, another week, nothing, again and again the same song, after two months, I asked what was the problem, the man told me that I was not allow to withdraw the money because the wagering issue, I said impossible, then he replied ooh is bonus money, then I said all this time I have been told another thing, now that is bonus money, he said, to deposit money minimum, and request 200$ , I did, nothing. MI sent an email requesting an explanation no news from them. I started playing with the 4000$ and I won 12,000$ ... I feel they are not transparent , at first, I wasn't been paid the 4000$ because I needed an Ecopayz account, I opened one, then told that I really needed an Ecopayz card, I got one, then that I needed to deposit within five days, I did, again and again... Please help me.

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3 Responses

ThePOGG

Sep 12, 2016

Hi doris2016 - welcome to ThePOGG.com!

Before we can do anything to help you I need you to provide me with the username and email address you use at Casino Moons.

Thanks,

ThePOGG

Sep 19, 2016

Hi doris2016,

I've had the following response from Casino Moons regarding your complaint:

"Hello [EDIT],
After a full review of the situation we have retrieved the following conclusions:

Firstly we would like to address the claim in regards to the bonuses, they are fully opt-in, we do not add anything to ones account without one having to claim them. All the bonuses we send in emails have a claim link, as for the bonuses we add manually, they are only added with confirmation or request from the player.

Regarding the payout situation, I see you indeed requested it several weeks in a row, every time it being declined for either lack of compliance with the T&C or missing information. As per rule 4.16. “You can cash out winnings from free bonus money if you have at least one deposit made in the last 5 days before PLACING the payout request,” which at the time of your first request was not fulfilled, as well not having sent the information required by our accounting department to operate the payout. Concerning your further subsequent requests, they were declined because of missing payment information, specifically your Ecocard account ID. The email you sent reached our accounting department on 14/09/16 and your payout was approved the same day.

As per item 4.12.( VIP Bronze level Members have a €200 maximum withdrawal limit per free bonus) in our T&C, the maximum cashout for winnings originating in a free chip is $200, as both your latest payout requests consisted of winnings originating in the same chip, only one was approved, the rest of the winnings voided as per 4.17. (4.17. Once the Member makes a withdrawal from a Free Bonus, the remaining balance from the winnings corresponding to the Free Bonus in question will be voided.)

If you have any further questions regarding the matter, we are 24/7 on live chat at your disposal, don’t hesitate to request a session with our agents. We have some great offers available for you as well, make sure to check in with your account manager when you log in. Good luck!"

Let me know if you have any questions about the above.

ThePOGG

Oct 03, 2016

Hi doris2016,

If we haven't heard back from you by Friday the 7th of October I'll assume you understand and accept the above and close this complaint.

Thanks,

ThePOGG