Casino Moons— player complaints: 19 in English

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

I deposit around 6500AU with this casino and finally when I win they take a long time to process and finally on the last day of delaying they say my account is blocked, I email them contact and they say We have reviewed your account and wish to inform you it was closed due to several inconsistencies found on it. Kindly note this decision is irrevocable. We wish you the best of luck in the future. I ask what inconsistentcies and also what about my winning as I don't think it is legal to just take a person money but then no response for two days I hope you can help thank you so much

Gone through process twice now,an first time withdrawal was cancelled this 2nd time it came back false..

I have made many DEPOSITES to this casino and on the withdrawal in question I have made a twenty five dollar deposit plus I have spent over 1000 dollars of my winnings to make up for the be twenty five free spins that I have received but they still refuse to pay me. I have screen shots of the amount that is available to be withdrawn. Why won't they pay me if it says the amount available to be withdrawn? Can you please help me with my situation?

hi there so i have been having issues with casino moons i deposited 25 and got it upto 750 and withdrawled they canceled the withdrawl and asked for more information 5 times i did it 5 times taking 8 days each time finally they approved my withdrawl request and said i would get the funds in 3 to 15 business days it has now been 10 business days and i just got a email from them saying they are closing my account for no reason at all it has been 9 weeks now and i did everything they asked and followed all the rules i am just being ripped off

Hi, So I’ve been waiting for my payout for over two months now from Casino Moons. I’ve contacted them but no response than finally they decided to process my withdrawal and said it’ll take 3-7 business days to be in my account and it’s been more than 7 business days and I still haven’t receive my payout. Please help.

I have been trying to withdraw my winnings of over $4000 for about a month. I have completed the varifications repeatedly. But money keeps bouncing back. The people on the chat keep assuring me that everything is fine but I still can’t get my payment. I am following every step they tell me but with no outcome. This is getting beyond frustrating

Hi there, So I tried to withdraw my winnings and casino moons as cancel my withdraw and and put my winnings back to my online account, I’ve email and ask them why is that so and no answer has been given, all they kept say is that I have to email [email protected] to provide my details for wire transfer but I’ve already have done that on my online account and I’ve tried to withdraw the second time and I’m afraid they will do the same thing and give another excuse. I really want to withdraw my winnings Can you help please.

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.

they disabled my account coz my givin email address was [EDIT] but when i return an email it replies from [EDIT] so its missin the . so when i won the money and verified my account they disabled it plz call me on [EDIT]

On 9/1 I made a deposit of $50 & received bonus $100 which was played through& meeting Terms & Conditions.I have continued playing but on the 20/1 they removed my balance of $845.17 & their reason was that they gave me a $25 bonus on 16/1. This was not requested & I was not aware that they gave it to me because they did not send me an email but an obscure sms. This is a rort not to pay winnings by introducing T & C's thus T & C's apply would apply .Please assist

I have had enough. I won $800 on casino moons (my own money, no bonuses) and requested a withdrawl. Twice it was declined due to more information needed on my account. I then played it up to $1800, which I requested to withdraw on the 6/01/2019. 5 days later it was declined due to random account verification? I have done everything asked of me and I am so sick of the lack of customer service from casino moons and it’s employees. No one will tell me why my withdrawl was declined other than ‘random verification’ and to try again. I want this issue resolved so I can close my account and move to a different casino.

Won on the 12th of November requested the withdawal straight away sent through all required documents waited the 5 days only for my request to be unsuccessful. Gave them the benefit of the doubt and requested my wothdawal again, waited the 5 days kept emailing for updates but no response, used the chat to check the progress they said everything was fine. 5 days passed and my request was again unsuccessful again. Their excuse was, my account hasn’t been verified? After telling my it was already verified and everything was fine? I just want my winnings already!

So, I registered on Casinomoons the 17th of october. Chat was initially very helpful, and seemed very eager to recruit another customer. I got my welcome bonus of 200%, and after successfully wagering it I submitted all documents required by the website and made a withdrawal request. That request has since been reversed 5 times, with very vague descriptions on whats wrong and a dodging customer support. I can't help but think my money is being held hostage here. If there's anything else you need to know please tell me. Thanks in advance for your help.

Good day This is with great disappointment that I'm writing this email. I have been a registered client on your Casino Moons platform for almost a year. I have numerous problems everytime I want to withdraw my winnings. The first time I wanted to withdraw my winnings was on the 8th of October 2017! Nobody was willing to help. I only received the payout in January 2018! As time goes by I have to begg and plead to be played out! Every time a new excuse or like now again, verification! In the beginning of May I once again had numerous problems with Casino Moons! I had no other choice than to contact "The Pogg". In just 3 days my money was paid in. Unfortunately I have no choice but to report Casino Moons AGAIN. On the 2nd of October 2018 I did a withdraw of R7000.00 After 3 days I started asking questions when payment will be done. Everyday all I hear is that is being reviewed. On Monday morning the online advisers told me that I need to email accounts. After asking why my money was not paid out my money was put back into my casino account. Everyday I hear the same excuse that is being reviewed. Then I was told to verify all my bank cards, address and ID. Now surely if I use the Same account for payouts since I signed up they must surely have all the info. Why do I need to verify everything everytime I want to withdraw my money? I really hope that you will be able to assist me in this matter as I get NO response from accounts at Casino Moons. Please feel free to contact me if you require any of the screenshots on the life chat or emails. Find attached also the withdraw screenshot from the 2nd of October as well as the new requests from the 8th of October. Kind Regards [EDIT]

I have requested a withdrawl of 1800 Which they declined. they have asked for the ID and a picture of the first card I used to make a deposit which I sent them multiple times. After speaking to a different person every time it was hard having to explain the same things over and over finally someone said everything is ok and it will be processed tomorrow they said that earlier today now I’ve just tried to log onto my casino moons account and it’s not working so the account has been removed. They have not emailed me to tell me what’s going on. the email I have been sending messages to is [email protected]

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]

I have deposit cash, and forced to receive bonuses, practically every day the sent 100$, 50$ and 25$. I made a deposit and the same day received a bonus... I gain 4000$ after the wagering conditions, I asked via their chat if I could cashed my money, they told me in that I needed to make a deposit, I did. Made the request to withdraw, nothing, two weeks later In the chat, they told me that I needed to send ID proof, bill for home address, copy of the MasterCard used to deposit, I did no answer, no replied, then another week, was told that everything was ok, that I needed to make a deposit to withdraw the money, another week, nothing, again and again the same song, after two months, I asked what was the problem, the man told me that I was not allow to withdraw the money because the wagering issue, I said impossible, then he replied ooh is bonus money, then I said all this time I have been told another thing, now that is bonus money, he said, to deposit money minimum, and request 200$ , I did, nothing. MI sent an email requesting an explanation no news from them. I started playing with the 4000$ and I won 12,000$ ... I feel they are not transparent , at first, I wasn't been paid the 4000$ because I needed an Ecopayz account, I opened one, then told that I really needed an Ecopayz card, I got one, then that I needed to deposit within five days, I did, again and again... Please help me.

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]