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MoonGames – Accont closed after £1000 withdrawel request

Ruling

Found for the Player - MoonGames appear to have failed to stopped a player who had self-restricted at another 888 property from signing up and then refused to pay winnings.

Read our MoonGame Casino Review.

Player's Complaint

dear pogg,,I joined moon games casino in good faith using all correct details. I made three separate deposits for £50 £50 and then £100,, these deposits were accepted and I played, I was lucky enough to eventually win £1600 on slot machine starburst. I attempted to withdraw my winnings after meeting all wagering requirements,I was informed that Moon Games only allow a maximum withdrawal of £1000 per day......I withdrew this amount(£1000) and intended to withdraw the remaining amount the next day. I then received a an e-mail from MoonGames informing me my account had been closed as I had self excluded from another of their sites (I honestly did not know the owners were the same). They informed me they had returned my £200 deposits and locked my account. To me this is unethical and smacks of rogue behavior, Why did they allow me to open an account and play for 24 hours.?,,if I had of lost a thousand pounds, would they have enforced the same rule and returned it? I certainly don't think so. In my opinion they have every right not to allow me to open an account, but once they accepted my deposits they entered into a moral contract, the fact of the matter was I could lose all I wanted, but I would never be allowed to win. I realize it is highly unlikely I will ever receive my money but feel that people should be made aware of their unethical practices and rogueish tactics. I have kept my opening account e-mail, and the "we are closing your account" correspondence. I phoned their support line with no avail. Perhaps you would be kind enough to take up my complaint, at the very least it will make casino users weary of this unethical place

hears hoping

[EDIT]

Read the casino review

5 Responses

ThePOGG
Sep 14, 2015

Hi martyboy123 - welcome to ThePOGG.com!

Before I can do anything to help you I need you to provide me with your username and email address at MoonGames.

It would also be useful to have your correspondence with MoonGames and to know which other property you self-excluded from. You can forward the emails on to webmaster@thepogg.com.

Thanks,

ThePOGG

ThePOGG
Sep 14, 2015

Hi martyboy123,

Can you provide me with a list of casinos that you've self-excluded from previously and I'll try to work out which ones might be associated with MoonGames.

Thanks,

ThePOGG

martyboy123
Sep 16, 2015

Pogg I suspect its 888 casino,,who are owned by the same group,,and as of yet 4 days later they still haven't returned my £200 in deposits that they said they had voided in their second e mail

ThePOGG
Sep 21, 2015

Hi martyboy123,

I've spoken to the Casino Manager at MoonGames and they've made clear that they are not willing to discuss complaints with this service.

They've cited UKGC Alternative Dispute Resolution regulations as a justification for this. As a current applicant for accreditation as an ADR service, I can say with confidence that these regulation will not come into effect until next month, and by that time I'd hope our service is accredited anyway.

As the casino have refused to discuss this issue I can only base our report on the statement given by the player and the information provided sounds all too familiar. The 888 owned and operated propertied have been playing a very loose game with both bonus confiscations and now apparently gaming protection policies, where they make no effort to inform players which other properties they are restricted from until the player has already been damaged.

More has been written about this at CasinoMeister - http://www.casinomeister.com/forums/showthread.php?t=61020.

As such this issue is going to be marked in favour of the player.

The MoonGames manager has directed me to eCogra as their ADR of choice. You can find their contact details at ecogra.org.

Sorry I couldn't have been of more help.

ThePOGG

martyboy123
Sep 21, 2015

Cheers Pogg,,thanks for your efforts,,I sort of knew I had no chance of getting my money back but at least others can tread carefully with the 888 group

marty

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