Probation [ successful ]: RichCasino|7Spins|Winward|CasinoMoons|ThebesCasinio| Vive Mon Casino

Dear Members

The casino claimed that this user had multiple accounts but surely his deposit should have been refunded and due to this casino having a 100% 1st deposit cashback with no wager...I believe this was the right thing to do...Apologies I am just trying to be fair to all parties.

Was the refund done? I do not wish to be in this position in future hence the questions 

Thanks for your feedback, Dino108. It is always appreciated. Can you please tell me which of the cases you are referring to? 

Hi Melissa,

I am referring to this case.

Please see attached screenshot.

Thank you for all your assistance.

Just see below and you'll see the casino rep's reply to this case. It has been sorted. 

I opened account in casinomoons.com on first week of May 2019 played and won.
I uploaded my id and bill.
I did not used credit/dedit card.
My documents approved but my withdrawal was declined.
So I emailed the casino.
They asked for print screen of the Ecopayz account and sent to accounting@casinomoons.com on May 20th.
I followed up with them through email and live chat.
They always say that I can withdraw but was declined after.
Chat asked for ecopayz screen capture to and that I should send to accounting@casinomoons.com I told the I already sent on May 20th.
They asked for ecopayz screen capture again and I emailed on June 5th to make sure that they will receive it.
I kept on asking live chat but always tell me same thing , asking for the ecopayz screen capture .
I told chat I will make public post online if they will not update my account.
I sent all documents they asked but they do not update my account.
I have been trying to verify since May.
After sending all the documents live chat told me that I can request a withdrawal and so I did. The notification showed 5 business days.
So after 5 bussiness days I tried to check my casino moons account only to find out that they close their casinosite.
I emailed support@casinomoons.com, accounting@casinomoons.com
and security@casinomoons.com but they did not reply.
And now I do not know what is going on.
I have a have pending withdrawal of 1070 euros to ecopayz before they closed their casino site, please help me get my withdrawal!

Hello kakill,

Please private message me your casino username and we will ask The Casino Representative to assist. 

Hello,

We hope this message finds you well.

We have checked your account and found that indeed, your latest withdrawal request has been declined due to the Verification Process. The Verification Process falls into place for accounts with pending payouts and it is a standard procedure that can be performed up to twice per year.

Security and Management will thoroughly review the account and all account activity during this additional verification, including the documents that you have previously sent, verification that plays a vital role in our constant efforts of ensuring that the withdrawal process is smooth and safe for all our members.

In the meantime, please place a new payout request, it will be reviewed as soon as soon as the Verification Process ends and we will update you on its status as soon as it has been verified.

Should you need additional information or have any questions regarding your account, please do not hesitate to let us know.

Regards,
Casino Rep

Hello everyone, you have indicated that Vive Mon Casino accepts players from Belarus, but this is not so. Please correct.

Hi coolka,

Thank you, we will check with this info with The Casino Rep and update the list of restricted countries accordingly. 

Thank you, I'm sorry, I’m not guided too badly here, tell me, please, the topic about countries restriction. Simply, there are other casinos in which Belarus is limited :) And I would like to add to the list.

Hi coolka, 

You're welcome. Please make further posts on this subject here. 

Hello,

We hope this message finds you well.

The Accounting team has notified us that you have not placed a new payout request. Please make a withdrawal request and it will be reviewed as soon as possible, we will monitor your account and we will update you on its status.

Should you need additional information or have any questions regarding your account, please do not hesitate to let us know.

Regards,
Casino Rep

Hello when I tried to open casinomoons I get this :
Important NOTE
Unfortunately, Casino Moons does not provide any services near you, but we have found an exclusive offer just for you. Create an account and get up to 100% bonus + 100 free spins !

Request a quote

We apologize for the inconvenience and thank you for your understanding!

Customers with funds in their account who are eligible to withdraw money are kindly requested to contact Customer Service by emailing support.de@casinomoons.com .

please make manual payout request form me, thank you.

Hello,

Thank you for getting back to us.

The Accounting team emailed you with further information regarding the withdrawal.
Thank you for your patience and understanding.

Regards,
Casino Rep

I am happy to report that the casino has paid in full!

They called and made it all clear. I think it was just a misunderstanding. This casino is good. 

Thank you very much!