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Casino Moons – keeps reversing withdrawals

Ruling

Resolved - After some confusion with a delayed and missing payment, this player has now confirmed that they've received all withdrawals they were expecting.

Read our Casino Moons Review.

Player's Complaint

So, I registered on Casinomoons the 17th of october. Chat was initially very helpful, and seemed very eager to recruit another customer. I got my welcome bonus of 200%, and after successfully wagering it I submitted all documents required by the website and made a withdrawal request. That request has since been reversed 5 times, with very vague descriptions on whats wrong and a dodging customer support. I can't help but think my money is being held hostage here. If there's anything else you need to know please tell me. Thanks in advance for your help.

Read the casino review

18 Responses

ThePOGG
Oct 29, 2018

Hi safta - welcome to ThePOGG.com!

Before we go any further, exactly what have you been told has been the problem?

Thanks,

ThePOGG

Safta
Oct 29, 2018

Hi!

They are very vague about the problem each time - All my documents have been approved I've been told, and that "everything should work out fine for your next request."

I've yet to recieve a response from customer support about the last reversal of my winnings. The step they've asked me to do so far, except complete the document verification on-site is emailing them my banking details, which I've done, and they've confirmed and approved.

I'm also going through the same issues with their sister site Thebes Casino, but I expect I need to do a seperate complaint for that. Thebes also asked me to fill out a form, in addition to the email of the banking details.

Thanks for looking into it!

ThePOGG
Nov 05, 2018

Hi Safta,

We'll look to discuss both complaints with the operator via this complaint thread. I'll contact them and see what we can find out for you.

Thanks,

ThePOGG

Safta
Nov 13, 2018

Hi again - I'd like to update the status here, both casinos seems to have paid on their end. The withdrawals are no longer pending or reversed. I'll post again when the money is on my account. Thanks!

ThePOGG
Nov 14, 2018

Hi Safta,

That mirrors the information we've been given that both withdrawals have been approved.

If you could let us know when you receive your funds that would be appreciated.

Thanks,

ThePOGG

Safta
Nov 17, 2018

Hello again,

The payment from Casino Moons arrived yesterday. Still waiting on payment from Thebes Casino, for a total of 1332€. Thebes supposedly paid a day before, which is odd. Hopefully that'll arrive soon. I'll write again when it does!

ThePOGG
Nov 19, 2018

Hi Safta,

That's great news - thanks for the update! I'm going to hold this complaint open until you've received the Thebes payment so please keep us informed.

Thanks,

ThePOGG

Safta
Nov 21, 2018

Hi again ThePOGG!

Today I got two of these emails, one from Thebes Casino and one from CasinoMoons:

"Hello,

Please be informed that our Management Team has decided to bring our business relation to an end, and to permanently close your Thebes Casino account.

Kindly note, this decision is final and irrevocable. Thank you for your understanding in this matter.

We wish you the best of luck in future endeavors."

On top of that, no payment from Thebes yet. I hope there's something we can do?

/Safta

ThePOGG
Nov 23, 2018

Hi Safta,

I'll follow-up with the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
Dec 10, 2018

Hi Safta,

I've spoken to the operator and they inform me that your payment should have reached you by this point. Can you please provide a bank statement for the relevant account showing the transaction history between the 12th of November and today? You can send this to [email protected].

Thanks,

ThePOGG

Safta
Dec 11, 2018

Hi again, I've just sent an email with the transaction history. There's been a payment sent the day before the Casino Moons payment arrived that I did not recognize, but that's not my total winnings, which would be 1332 €. Cheap tactics to ban me so I couldn't log in and screenshot my transaction history. I just remembered something else though, I'll send another email to your email. Thanks!

ThePOGG
Dec 12, 2018

Hi Safta,

Firstly, I've got to say that it would have been useful to know far earlier than now that you had received payments you suspected were from Thebes but that were lower than you thought they should be rather than representing that this was an issue wherein you had not received payment at all.

I need to know how much you expected to be paid by Casino Moons, how much you expected to be paid by Thebes and which transactions on you statement specifically you think are likely to have been sent by this operator?

Thanks,

ThePOGG

Safta
Dec 12, 2018

Hello, yeah it's my bad, I wasn't sure if that's what it was or not, but it certainly wasn't the full amount so I didn't think much of it. The transactions should be these on the statement

Thebes?: [EDIT]

Casino Moons: [EDIT]

Since the dispute was originally on Casino Moons that's all I originally reported on, but I won 2040~ euros on Casino Moons, and 1332 euros on Thebes Casino. Casino Moons have paid their part, but Thebes didn't. Sorry for the confusion, I admit I should have been clearer about that earlier.

ThePOGG
Dec 14, 2018

Hi Safta,

To be clear then you've received a payment of €1309 and you were expecting €1332, so we're looking to find out why the payment was €23 short?

Thanks,

ThePOGG

Safta
Dec 14, 2018

Oh, no, thats in Swedish Krona, SEK, which means I was paid about €120-€130 out of the €1332! Thanks!

ThePOGG
Jan 19, 2019

Hi Safta,

Sorry for the delay with this. Can you email the statements you sent me to accounting[@]thebescasino.com? Please CC in [email protected] and I'll follow-up with the operator when you've done this.

Thanks,

ThePOGG

Safta
Jan 24, 2019

Hello again ThePOGG,

Today I recieved my payment from Thebes Casino!

Thank you ever so much for your help, you are amazing!

Best wishes,
Safta

ThePOGG
Jan 25, 2019

Hi Safta,

No problem at all - I'm glad we could get this issue sorted for you and thanks for letting us know!!

ThePOGG

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Agreement

safta 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:

  • Casino Moons
  • Curacao eGaming
  • Celicorp Limited

October 29, 2018