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Casino Moons - not honouring winnings or returning deposit or answering emails

Ruling

Resolved - After a significant delay this player has received their full payment from CasinoMoons. The operator should be credited for taking measures to prevent UK players from accessing their services.

Read our Casino Moons Review.

Player's Complaint

On the 31st of Jan I deposited £400 and without the use of a bonus gambled my balance up to a tidy £1800. Then a couple of days later they told me they were returning my deposit, this is what they said:

Our Customer Support team has created ticket #SEC2455863 on your behalf, with the following message:

Hello,

We would like to inform you that your account has been closed, since we no longer accept UK players on our gaming platforms.

We kindly ask you to send us your Ecopayz account details, in order for us to process a full refund for the amount that you have deposited.

We apologize for any inconveniences this may have caused you and we wish you the best of luck in your future endeavors.

Best regards,

Casino Moons Security Team

If you wish to provide additional comments or information regarding this issue, please don't open a new ticket; simply click reply on the auto-reply email you received from us and enter your comment. Please do not alter the subject line.

At your service,

Security Department

CasinoMoons.com

I do not have Ecopayz and have replied to tell them this and ask for my winnings to also be returned to me. I emailed them on the 3rd, the 8th and the 15th and they have not responded. Chat feature on their site only works when you are logged in. Of course, I cannot log in anymore.

I have done some research and I believe other UK Based players are still playing. It is not even a huge amount of money. I think they are a good casino and will give them the benefit of the doubt but only if they return my deposit and winnings to me. My username is [EDIT]

Read the casino review

14 Responses

ThePOGG
February 17, 2016

Hi hardtimes - welcome back!

Before I go any further with this I wanted to say I'm a little disappointed to see this complaint come through. This is the 3rd complaint that you've specifically registered with us and the 4th that you've communicated with us about. Every single complaint has come through against an operator that was either non-listed, poorly rated at the time or - as in this case - actively not recommended. The recommendations we make to players are specifically intended to prevent them experiencing this type of issue. If you ignore them then these type of situations are going to keep happening.

I'll contact Casino Moons and will get back to you when I have more information.

Thanks,

ThePOGG

ThePOGG
February 22, 2016

Hi hardtimes,

I've spoken to the operator about this situation and have some good and bad news.

The bad news is that they are technically unable to pay you via any other method than EcoPayz (https://www.ecopayz.com/en-GB/Home?gclid=CjwKEAiAgKu2BRDu1OGw3-KXokwSJAB_Yy2QtNhz1EbwIM_BmJTu_Xm73iByIIIob8OnL2P-hdklShoCwgrw_wcB). This isn't something I've personally done before so I'm unsure of the process, but I'd imagine that you will have to verify that account.

The good news is that the operator have agreed to pay both your deposit and winnings once you've got an EcoPayz account.

If you could let me know as soon as you've got that account set up I'll go back to the operator.

All the best,

ThePOGG

ThePOGG
February 29, 2016

Hi hardtimes,

Thanks for the update - it's great to hear you'll be paid via bank transfer. If you could update me when you receive your funds I'd appreciate it.

I would be interested to know why you think GrandIvy casino is associated with CasinoMoons?

Thanks,

ThePOGG

ThePOGG
March 9, 2016

Hi hardtimes,

I just wanted to quickly follow up and see if you've received your funds from CasinoMoons?

Thanks,

ThePOGG

ThePOGG
March 21, 2016

Hi hardtimes,

I'm quickly checking in again to see if you've received your funds?

Thanks,

ThePOGG

ThePOGG
March 29, 2016

Hi hardtimes,

I've checked with CasinoMoons and the funds should arrive in your bank account by (approximately) this coming Friday.

Thanks,

ThePOGG

ThePOGG
April 8, 2016

Hi hardtimes,

It's now a week after your payment should have arrived - can you confirm whether you've received it?

Thanks,

ThePOGG

ThePOGG
April 15, 2016

Hi hardtimes,

Thanks for your email. I have followed up with the operator and they've asked me to ask you to contact them directly at [email protected] as they claim to have sent the payment and would like to provide proof that this has been issued.

Thanks,

ThePOGG

ThePOGG
April 25, 2016

Hi hardtimes,

Have you received your payment/contacted Casino Moons?

Thanks,

ThePOGG

ThePOGG
May 9, 2016

Hi hardtimes,

Has this payment come through?

Thanks,

ThePOGG

ThePOGG
May 20, 2016

Hi hardtimes, I've received the following response from CasinoMoons:

Hello ThePOGG, Hope you’re doing well. Thanks for the email…however, I have checked again and they assured me payment was sent ever since I sent you the confirmation email. Funds were sent to: Account holder name: [EDIT] They received a confirmation from the bank that payment was processed, this is the reference, maybe it helps the player track the funds: [EDIT] Please let me know if the player can confirm he did received the payment, Thank you,
Could you enquire with your back giving the above reference? Thanks, ThePOGG

ThePOGG
May 30, 2016

Hi lh24,

Apologies - I had to take last week off at short notice due to personal issues. I'm back now and will chase this up for you.

Thanks,

ThePOGG

ThePOGG
June 2, 2016

Hi hardtimes,

I've had a response from Casino Moons. They say that the amount is €2792 and it was sent on the 31st of March. They have asked whether you could forward a bank statement for the relevant account for the month of April?

Thanks,

ThePOGG

ThePOGG
June 7, 2016

Hi hardtimes,

Just a quick thank you for letting us know that this issue has now been resolved.

All the best,

ThePOGG

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Agreement

hardtimes 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:

February 17, 2016

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.