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Casino Moons - Missing payment

Ruling

Resolved - After some issues with a bank transfer being rejected this player has received their full withdrawal. We consider this issue resolved.

Read our Casino Moons Review.

Player's Complaint

Good morning

I really hope that you will be able to assist me to get my money from Casino Moons. 

From 8 November I'm trying to withdraw my winnings. Everyday a different online adviser. Nobody was able to help and everyday a new excuse. I emailed all the required documents. An online voucher was required. First i filled it in on the computer. Then I have to redo it AGAIN by hand. They did not want to accept my savings account and insist using my credit card. ( on the "proof of payment" they apparently paid it into my savings account that they could not use)

With the withdraw they required an account number. I assumed it was my personal account. After numerous efforts and online chats a guy named [EDIT] was the first adviser willing to help me. He gave me the correct account number and customer ID. I filled in the voucher requested with the correct number.

On 21 November the withdraw was accepted and the message I revieved said 72 HOURS.

After talking online with so many advisers that wasn't really in the mood to assist i got hold of [EDIT] again. He explained to me that it will take up to 12 days to received my money.

After numerous emails and almost never feed back Casino Moons told me that the money was paid in and I have to contact my bank because they put a hold on my account. 

I contact the bank and for a week of investigation the bank asked for proof of payment. 

I emailed and ask for proof payment and that Casino Moons have to email the bank and CC me. They did not emailed the bank and after so many emails they mailed me a so called proof of payment. I contacted the bank with all the reference numbers on the so called proof of payment the money could still not be located. 

Every time I emailed Casino Moons i used the following adresses:

[email protected]

[email protected]

[email protected]

[email protected]

Account number to withdraw the money : [EDIT]

Costumer account number: [EDIT]

Username: [EDIT]

Thank you for taking time to read my complain. 

Hope to hear from you soon.

Regards 

[EDIT]

Read the casino review

5 Responses

User icon
ThePOGG
December 23, 2017

Hi France - welcome to ThePOGG.com!

I'll contact the operator to see what I can find out, but in the mean time you need to ensure you can provide bank statements for the period between the 21st of November and now to demonstrate that the funds have not been added to your account.

Thanks,

ThePOGG

User icon
France
December 25, 2017

Please provide email address so that i can email bank statements. Will provide my savings and credit card statements. Regards [EDIT]

User icon
ThePOGG
December 29, 2017

Hi France,

I've spoken to the operator and they state that the funds have been sent. It is possible that this transaction has been rejected by your bank. However in that circumstance the funds would take several weeks to be returned to the operator.

The operator also wants to know if you've enquired with your bank about this transaction? If so did you mention it was a payment relating to gambling? South African banks will not accept payments related to gambling.

Please forward the bank statements on to [email protected]

Thanks,

ThePOGG

User icon
France
January 6, 2018

Good morning

Thank you very much for helping me. I did received my money after almost 2 month's with your help.

User icon
ThePOGG
January 9, 2018

Hi France,

Thanks for letting us know - it is appreciated!!

ThePOGG

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France 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:

December 23, 2017

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