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Casino Moons – Withdrawals

Ruling

Resolved - Casino Moons informs us that this player has been paid. The player is non-responsive to our requests for updates so we assume they're happy.

Read our Casino Moons Review.

Player's Complaint

Hi, I have had to do this withdrawal 3 times each time, they say I didn't send a document in, the most recent saga, each time they reverse the request is another 5 days, I made the request on Monday 5th for the final time, and they are sitting on it telling me I have to wait till the 12th. I am concerned about Identity fraud now, as a first time user, they have my ID, credit card number bank account details, I think I will have to contact the government authority here. The guys in the call centre are giving me old information and telling me to submit forms I have already sent. I would not recommend this service to anyone.

Read the casino review

8 Responses

ThePOGG
Feb 08, 2019

Hi jaquie67 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

jaquie67
Feb 08, 2019

They have now denied my third request, and this is the reason they gave me.

ecurity and Management reserve the right to choose Accounts with pending payouts randomly for an additional verification process. The process includes but is not limited to a review and authentication of the paperwork that has been received; verification that Account information matches the documents on file; and a thorough review of the Game sessions. This procedure can be performed up to twice per year. It usually takes 7 days, however the duration depends significantly on the security level set by our Risk and Security Department. Your funds will be returned into your account, however once the verification process is complete, please feel free to resubmit your withdrawal request and the process will continue as normal.

I have had to submit another request and they say I have to wait another five days.

jaquie67
Feb 09, 2019

I think I may have to cancel my credit cards ect, as they have my personal details

ThePOGG
Feb 15, 2019

Hi jaquie67,

I've just heard back from Casino Moons. They inform me that the verification process has now been concluded and that your withdrawal has been processed. We would appreciate it if you could let us know when you receive your funds.

Thanks,

ThePOGG

jaquie67
Feb 18, 2019

Will do I am still waiting

ThePOGG
Mar 01, 2019

Hi jaquie67,

Have you received your funds?

Thanks,

ThePOGG

ThePOGG
Mar 08, 2019

Hi jaquie67,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
Mar 15, 2019

Hi jaquie67,

If we haven't heard from you by Friday the 22nd of March I'll assume you've received your funds and close this complaint.

Thanks,

ThePOGG

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Agreement

jaquie67 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
  • Fifth Street

February 7, 2019