Blood Moon Casino - Hráčský účet byl trvale uzavřen.

hi

so i joined the casino and was verified and all ok, i then had a decent size win, and i didn't realise that the max withdrawal was 500, so i have been for ages withdrawing and not using the site as you cant withdraw a decent amount.

then when i tried to log in, my password had been changed and have now been informed that my account has been permanently closed even though i had a substantial amount in my account.

Hello smithy2560,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Blood Moon Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

have been verified since feb 2024, accumulated with real money. i spoke to the casino yesterday to be told that account had been closed permanently, and that was from the vip team as i was a supposed vip. i basically won about 10k, and have been slowly withdrawing and not using the site but to withdraw. i wasnt aware that full withdrawal was 500 pound and sometimes one withdrawal has taken 2 weeks etc. so i haven't been using the site but only to withdraw winnings, hadn't looked on site for about 3 weeks since i last made a withdrawal, then my password had been changed , and when i ask for a re set link one didn't arrive. when i spoke to online chat yesterday they told me to e mail risk department which i did but i also e mailed the vip team that i had spoken too in the past before, and they informed me of the account closure which i included as a link in my complaint here

have e mailed the casino various times and no response. surely this isnt legal. have basically stolen my winnings, and not responding. please advise when possible. many thanks

Dear Smithy2560,

I hope this message finds you well. Could you kindly let us know if there has been any communication between yourself and the casino concerning this issue? If so, we would greatly appreciate it if you could forward the relevant correspondence to nikolas.b@casino.guru for further review.

Thank you for your cooperation, and we look forward to your response.

Best regards,

Nick

have forwarded

Thank you Smithy2560 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Smithy2560,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will reach out to the casino team to shed more light on this matter.

We would like to invite Blood Moon Casino to join the conversation.

Dear Blood Moon Casino,

Can you please clarify why was the player's account closed and the withdrawal not processed without any reasonable explanation? If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru

I'm guessing they are not going to respond ? so what is my choices now or i dont have any ??

Dear Smithy2560,  

I regret to inform you that I have yet to receive a response from the casino team. I will make another attempt to contact the casino representative in hopes of obtaining an update. Furthermore, I will extend the timeline by an additional seven days to allow for further resolution of your case. Unfortunately, there are very limited options for additional action. While we are eager to assist, we cannot compel the casino to respond or cooperate with us. As noted in our Blood Moon Casino Review, the casino has a very low safety index rating, lacks an official license, and does not provide any ADR service, which significantly restricts our ability to escalate your complaint. I will persist in my efforts to reach the casino team, but the likelihood of resolving your complaint remains uncertain.

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 Smithy2560,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru