MoonWin Casino - O levantamento dos prémios dos jogadores está atrasado.

I am submitting a complaint regarding a delayed withdrawal of 1,856 USDT from MoonWin casino.

My account has been fully verified and I have complied with all requested verification steps, including identity confirmation and additional requirements such as a selfie with visible address.

After completing verification, I was explicitly informed that the withdrawal processing time would take up to 48 hours. However, this time has already passed, and my withdrawal remains pending without any clear explanation.

I have contacted support multiple times, and I am only receiving repetitive and generic responses stating that the request is still being processed, with no estimated resolution time provided.

This lack of transparency and failure to process a verified withdrawal within the stated timeframe raises serious concerns about the fairness and reliability of this casino.

I request your assistance in resolving this matter and ensuring that my funds are released without further delay.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Juan161124,

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,
Complaints Resolution Center

Dear Player,

We sincerely apologize for the delay and thank you very much for your patience.

This delay was related to procedures necessary to verify your account and confirm the payment, and we are pleased to inform you that our team has approved your withdrawal.

Best Regards

Moonwin Team

Dear Juan161124,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Juan161124,

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,
Karla
Casino.Guru