Casino Moons - Os ganhos de bônus do jogador desapareceram.

On Saturday, July 11, this casino granted me 25FS with my account fully verified but without having made any deposit yet.

Thanks to those 25 spins I got € 279 and suddenly in the middle of the game Back to Venus the balance disappeared and reappeared instantly with € 27.65.

It is unheard of for this to happen in the middle of the game and without ever leaving the game page.

El sabado 11 de julio este casino me concedió 25FS con mi cuenta totalmente verificada pero sin haber realizado aún ningún depósito.

Gracias a esos 25 giros conseguí 279€ y de repente en mitad de la partida de Back to Venus el saldo desapareció y reapareció al instante con 27,65€.

Es algo inaudito que ocurra esto en mitad del juego y sin haber salido de la página del juego en ningún momento.

Dear Gallina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you tried to communicate this issue with the casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I have checked bonus terms and conditions, and this is what I found https://www.bondibet.com/en-FI/bonus-rules:

„Any winnings from the Sign-up free spins have a maximum withdrawable amount set to €100."

„The Sign-up free spins expire 7 days after granting, meaning that a player must play the free spins and complete the wagering requirement for the winnings (if any) within 7 days, otherwise the free spins or any winnings sourced on said spins will be forfeited."

Could you please confirm that you haven’t exceeded 7 days’ time limit?

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

Best regards,

Petronela

Additional comments from the player:

"Dear beings!: I am outraged at the way you have to withdraw the balance in the middle of the game.

At 12 o'clock I had a balance of € 290 obtained with 250FS that you just gave me this morning and, suddenly, they took € 275 from me in the middle of the game.

I find his policy against the players a robbery and I will make my outrage public on all online casino forums. "

Additional comments from the player:

"Estimados seres! :Estoy indignada con la manera que tienen ustedes de retirar el saldo en medio del juego.

A las 12h tenia un saldo de 290€ conseguidos con 250FS que ustedes me acaban de regalar esta mañana y, de repente me han quitado en mitad de la partida 275€.

Me parece un atraco su política para con los jugadores y voy a hacer pública mi indignación en todos los foros de casinos online."

Thank you very much Gallina for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Gallina for all provided information.

I would like to ask the casino what’s their standpoint in this situation. Thank you in advance for your reply.

Hello,

Thank you for reaching out to us!

Kindly note that our Bonus Rules item 2.1.4.1. states that if you complete the wager requirement, but have yet to make a deposit, your bonus will be credited in the form of €25 cash. The bonus in question was a set of 25 free spins received via email, and claimed on the 11th of July. Since it was not the Sign Up bonus, at the time of wagering completion, the bonus balance was removed and the amount of 25 was credited to the cash balance.

Kind regards,

Casino Moons

Dear Gallina,

Allow me to ask you one more question, did you received this bonus upon registration, or it has been offered to you later by email or SMS? Thank you in advance for your reply.

As I said on previous occasions, this was not a registration bonus, but rather one of player loyalty.

I have already read the response of the casino based on Art. 4.1.2.1 but it does not convince me at all and here what is at the bottom is a matter of malpractice on the part of the casino, since they withdrew the balance in the middle of a game leaving thus helpless to the player.

Como ya dije en anteriores ocasiones éste no fue un bono de registro, sino de fidelizacion del jugador.

Ya he leído la respuesta del casino basándose en el Art. 4.1.2.1 pero no me convence para nada y aquí lo que hay de fondo es un tema de mala praxis por parte del casino, ya que retiraron el saldo en medio de una partida dejando de esa manera indefenso al jugador.

These from the casino moons are not as gulfy as the ones from bondibet. At least they make up for their mistakes or malpractice with FS.

Estos del casino moons no son tan golfos como los de bondibet. Al menos compensan sus errores o su mala praxis con FS.

I am sorry but since it was not sign up bonus there is not much we can do to help you. As stated in casino terms max cashout for free spins game is $25. https://www.casinomoons.com/en-MX/bonus-rules section 2.1.4.1. Please note, if you complete the wager requirement, but have yet to make a deposit, your bonus will be credited in the form of $25 cash.

Agree. I am satisfied with the explanation. Thanks for your invaluable help.

A big greeting

De acuerdo. Me doy por satisfecha con la explicación. Gracias por su inestimable ayuda.

Un gran saludo

I am glad this complaint got solved and we are able to close it. Do not hesitate to contact us in the future if you will need any help.