MoonWin.com Casino - Spillerens hævning på €350 er forsinket.

Dear Casino Guru Team,

I suspect that something is not quite right with the casino.

I have been successfully verified and requested a payout of 350€. I was assured that the processing would take place within 24 hours. Now, much more time has passed and nothing has changed. The support told me today that the money will arrive in a few hours.

After 4 hours, they said it's just undergoing a minor review and I will receive my money today. This has been going on for more than 8 hours now.

Liebes Casino Guru Team,

ich habe die Vermutung das bei dem Casino etwas nicht stimmt.

Ich habe mich erfolgreich verifiziert und eine Auszahlung in Höhe von 350€ beantrag. Mir wurde zugesichert das die Bearbeitung innerhalb von 24 Stunden stattfinden wird. Nun ist deutlich mehr Zeit vorbei und es hat sich immer noch nichts getan. Der Support sagte mir heute das Geld kommt in ein paar Stunden.

Nach 4 Stunden heißt es wieder es findet nicht eine kleine Prüfung statt Sie bekommen ihr Geld noch heute. Und das ganze geht seit mehr als 8 Stunden.

Dear hanemannroman,

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 get 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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Good day,

72 hours have now passed and my payout has not even been processed.

The support keeps saying the same thing: There is only a small check still to be done. My "manager" also says the payment should be there in 24 hours (probably even sooner).

It can't take more than 24 hours, the manager writes.

This is a tactic used by the casino to get unstable players to lose their money out of frustration. In my opinion, this is completely unacceptable.

Guten Tag,

es sind nun 72h vergangen und meine Auszahlung wurde nicht mal bearbeitet.

Der Support schreibt immer wieder das gleiche: Es findet nur noch eine kleine Prüfung statt. Auch mein „Manager" schreibt die Auszahlung sollte in 24h da sein (warscheinlich sogar noch früher).

Es kann nicht mehr als 24 Stunden dauern, schreibt der Manager.

Das ist eine Taktik des Casinos damit labile Spieler aus Frust ihr Geld wieder verspielen. Sowas geht meine Meinung nach garnicht.

Thank you for your reply, hanemannroman. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Dear hanemannroman,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.