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Hello, as soon as I put in a withdrawal request, they said my account wasn’t verified. I attempted to upload many different documents and they would not accept them or respond to many emails.

now it says I’m blocked as an Australian player.

this has happened before but they give me a new address to sign in.

however no response. Withdrawal request was put in Friday.

in December last year they paid out $400 to me fringes a bonus, I don’t understand why it is so hard this time.

I have received withdrawal before from them.

Dear jen249801,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly you requested the withdrawal on Friday the 5th of February?

Could you please advise which documents you have already provided and when exactly did you send the last one? Which of the documents you submitted were accepted and which were rejected? When did you last receive a reply from the casino and what was it about? When was your account blocked exactly?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I uploaded a bank statement, a phone bill! Unsure if the bank statement got accepted as I was told that I should get a reply in 48 hours! However, past experience showed me that road blocks are continually applied until the money gets returned to my account and I gamble it back!

the last document I tried uploading was Tuesday afternoon. If I was assured that account was verified I don’t mind waiting for the money, it’s the in between that kills me. Not knowing because it can be rejected then the whole process starts again for another five days!

you don’t do that many checks to ensure the money is deposited from someone. It’s not fair! You make so much money and make it so hard to give it back when someone wins! For example the minuscule maximum redraw amount. I have been up to $116000 on your site and $4000 max withdrawal per week is crap

Hello is there an update please? I have sent them more emails and they are not responding at all!

I fully understand your frustration, jen249801.

However, I will set the timer for an additional 6 days to allow the casino two full weeks to process the payment, assuming you requested the withdrawal on the 5th. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.

I appreciate the help. What has happened in another site. They just reject the withdrawal so it could be sitting in my account, but I can’t even log on without a new web address!

Dear jen249801,

Has there been any news regarding your withdrawal from the casino? Please let me know. I'll await your reply.

Hello, no there has not been any response to any of the emails I sent. I can’t even log on!

Thank you very much, jen249801, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear jen249801,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Casino Moons representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Moons,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment? Is there any problem regarding the player's verification?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you so much! They also may need to give me an alternative address to try!

this happened before Christmas and they gave me an alternative address to sign on with.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi, so basically that is all they will do and they get away with it. They will say it’s because they should have been letting Australian’s gamble on their site! They take my money but don’t want to pay me out! That is ridiculously unfair

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan