FCMoon Casino - A retirada do jogador está atrasada.

My patience with this casino has reached a limit.

I made a withdrawal first earlier in February. some days went, and I got message that the ERC20 network did not work on USD-t, had to use BEB20. This is "barrier" 1.

Then 15. February I made new withdrawal.

I read on terms that 3 days should it normally take. 3 days went by, I talk to chat. they create a ticket and say they are investigating it. I get info, nothing is happening. "Barrier 2" is a fact. After 14 days, my withdrawal gets rejected due to "banking overload". How is "banking overload" possible when we are talking about crypto. "Barrier 3" I call this.

So I make a new withdrawal 2 days ago. Still stays pending. they told me 48 working hours, so the withdrawal should come tomorrow if they hold what they say. we will see.

Maybe this post help them actually pay my withdrawal I have right to get. this is unserious behavior of this casino.

Dear evenbets123,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FCMoon Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Did the casino support missing step 4 verification is not necessary in your case?
• Do I understand correctly you have been attempting to withdraw your winnings since February 14th?

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

Best regards,

Tomas

• dont understand what you mean by step 4 verification? but My verification was approved before I did any withdrawals, and I haven't gotten any other demands
• yes, that is correct. or actually some days before, but not that relevant.

Now all of a sudden i got mail about «self exclusion». I havent been logged in, i have not done this. I just want my withdrawal. So now I cant login. This seems suspicious, why this bug now. So now i have to wait for them to «investigate». They told it would take 72 working hours. They have not hold their time before, so we will see.

Thanks for an update.

• Could you please forward the email you received regarding the self-exclusion?
• Did you indicate and struggle with gambling to support that would trigger player protection in the casino?
• Did you receive any update regarding your most recent withdrawal request?

Share screenshots here or submit the information to my email at tomas@casino.guru

I did this and sent it as an answer to you in email. but you have not responded. hope you will responder soon, each answer takes long time to get..

Thank you very much, evenbets123, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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 evenbets123,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Could you please confirm whether you currently have access to your casino account?

I would like to invite the FCMoon Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear FCMoon Casino,

Could you please provide detailed information regarding this case, including the reasons for the delay in the player's withdrawal? Additionally, could you clarify the situation regarding multiple accounts?

Thank you in advance for your response!

Best Regards,

Kubo

I still don't have access to my account. I talked to live chat, after some confusion, they told me to withdrawal has been processed. Which is good, because I have been worried that someone has tried to hack my account, since my mail is different. But I still did not got access. They said that security department would take this case and answer me on mail. That was Wednesday, still no answer.

So still, my account I have not access to, and still my withdrawal has not been processed.

Update: I was told to make a new account, because the old was not possible to get access. and I was promised my funds would be transferred safely to my new account. I did what they told me.

My old account had total of 11 000 euro. Now I got the transfer, only 8000 euro. So 3000 euro is missing. Another just weird thing happening, they make errors all the time. I have told them about this, and expect them to fix this. Waiting for FC Moon to reply.

Also telling that it has now been over 45 days since I requested withdrawal, and still having problems and late replies. FC Moon should step up to not lose its reputation.

Attaching photo proof. one picture is showing the balance on my old acccount(before I lost access, the other one is showing my new and the 8000 euro.

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.

Dear evenbets123,

Thank you for your updates. Since the casino hasn’t responded within the given timeframe, I would normally close the complaint as unresolved. However, we've found a new contact for a casino representative and decided to give the case one more chance.

I've reached out to them directly and will extend the timer by one week while we await a response. I’ll keep you updated on any developments.

Thank you for your patience.

Dear evenbets123,

Unfortunately, despite reaching out to the casino representative externally - and receiving a reply - no information regarding your issue has been provided. Without their cooperation, there is little we can do to move forward with the resolution. As a result, I will mark the complaint as unresolved in our system.

I understand this is not the outcome you were hoping for. However, unresolved complaints contribute to a decrease in the casino’s rating, which may encourage them to change their approach. Should the casino choose to respond in the future, we will reopen the complaint and notify you via email.

In the meantime, I recommend submitting a complaint to the Anjouan Offshore Finance Authority (AOFA) via this link. If the link does not work, please visit the casino’s website, scroll to the bottom, and locate the license badge. Clicking on it will display the license, where you can then proceed by clicking the "File a Complaint" button.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best Regards,

Kubo