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I have a pending withdrawal that I haven't been able to cancel for 5 days.

Withdrawal ID: HRRTRPTAAXS

Amount: 30.60 USDT (BEP-20)

Date: 27-08-2025

Status: Pending, no blockchain hash. The money never left the casino.

I requested support to cancel the withdrawal so the balance would be returned to my account. Two different agents promised me the cancellation would be processed within 15-30 minutes.

More than 24 hours passed and they never did. The last response was "this is displayed due to a system error, it will be fixed by tomorrow."

I want the withdrawal HRRTRPTAAXS cancelled and the 30.60 USDT returned to my casino balance so I can withdraw it using another method. I have all the chat screenshots as proof.

Moonbet username: tobiastoroggs

Wallet used: 0x5836e8f560432D940E843162C2556D24AAdD99d1

Tengo un retiro pendiente hace 5 días que no puedo cancelar.

ID de retiro: HRRTRPTAAXS

Monto: 30.60 USDT (BEP-20)

Fecha: 27-08-2025

Estado: Pendiente, sin hash de blockchain. El dinero nunca salió del casino.

Solicité al soporte que cancele el retiro para que el saldo vuelva a mi cuenta. Dos agentes diferentes me prometieron que la cancelación se haría en 15-30 minutos.

Pasaron más de 24 horas y nunca lo hicieron. La última respuesta fue "debido a un error del sistema se muestra esto, se arreglará para mañana".

Quiero que cancelen el retiro HRRTRPTAAXS y me devuelvan los 30.60 USDT a mi balance del casino para poder retirarlo por otro método. Tengo todas las capturas del chat como prueba.

Usuario en Moonbet: tobiastoroggs

Wallet usada: 0x5836e8f560432D940E843162C2556D24AAdD99d1

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Dear tobyhhz2,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to be fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Dear tobyhhz2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru