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Casino Moons - Stalling Withdrawal Approval

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Casino Moons Review.

Player's Complaint

Submitted my initial withdrawal request on 06/12/22. It has now been 48 days and it has been denied 5 times.

Twice for not providing a handheld photo of myself holding my ID. Have email proof that I had provided this document twice in the past for previous withdrawals. They wait til the 5th business day decline and start all over again. Got no response from customer support when I replied to the email providing the ID for the 3rd time.

Declined 2nd time for same issue. Yet I provided the ID the week before. So I messaged live chat only to be told that it must be uploaded to my account via the website. I couldn’t do this as my account had already been fully verified and the option to upload the handheld photo ID was not available. Live chat support opened the ID section so I could upload. Did this and submitted withdrawal for a 3rd time.

Denied 3rd

Read the casino review

7 Responses

User icon
thepogg
January 25, 2023

Hi jayce14 - welcome to ThePOGG.com!

You state that you have submitted a photo of you holding your ID for previous withdrawals. Are you submitting the same image again?

Thanks,

ThePOGG

User icon
jayce14
January 25, 2023

Yes.

User icon
thepogg
January 25, 2023

Hi jayce14,

Take a new photo and submit this. The purpose of this type of check is to demonstrate that you have access to these documents now. An image from months ago is unlikely to be accepted for this purpose.

Please let us know if you are still experiencing issue after you have done this.

Thanks,

ThePOGG

User icon
jayce14
February 13, 2023

My ID was verified, sent copies of bank statements, send new utility bill. Sent every document possible. They declined the withdrawal for 2 months and then Australia got blocked from using the website. So now I’ve just lost $2000 and they refuse to pay. They stalled because they new this was happening. It’s disgusting. The last 2 withdrawal attempts I made there was no communication as to why it was declined money was just deposited back into my account. I believe this is fraudulent on their behalf.

User icon
thepogg
February 18, 2023

Hi jayce14,

Did you provide the new verification photo as directed?

Thanks,

ThePOGG

User icon
thepogg
February 26, 2023

Hi jayce14,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
March 4, 2023

Hi jayce14,

If we haven't heard from you by Friday the 18th of March we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

jayce14 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
  • Fifth Street

January 24, 2023

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