Casino Moons - Bonusové výhry hráče byly zabaveny.

I receive 25free spins every couple days which I've always played. This time I ended up winning a $5000 jackpot and played it back down to $3000 which I then withdrew.

Waited a week to then recieve an email saying that my account had been labelled as " bonus abuser" ( sounds ridiculous I know!! And my funds had been made void. When I asked in both chat and email how me winning a jackpot had anything to with with myself being deceptive they wouldn't answer me.

I have screenshots but can't upload them for some reason. .

Dear Ksail,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your bonus and deposit histories, along with any relevant communication, to petronela.k@casino.guru?

I have checked the general bonus terms and conditions, and this is what I found (here):

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

"Only the first free spins/free bonus applied on the player's account are part of the Sign-up offer. Any subsequent free spins or free bonuses received before making the first deposit are not considered withdrawable and winnings will be voided."

Do I understand correctly that your entire winnings came from a free bonus solely? Have you redeemed multiple free bonuses in a row, or have you deposited any real money into your accounts between those free promotional offers?

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

Best regards,

Petronela

Hi,

Yes I have deposited money on a few occasion. The bonus used wasn't part of any of those deposits . I get them every two days usually in my emails . The declined ones are because my banking codes were lagging so I was putting in the wrong codes as I kept requesting new ones. The cancelled withdrawals were all by me bar the $3000 one as I kept playing money back while waiting .

Thank you, Ksail, for your reply. I have checked the abovementioned rule 2.5.7. and this is what I found (here):

"2.5.7. Bonuses offered by our casino are intended for genuine recreational players only. Abuse of any bonus offer will not be tolerated. We reserve the right to investigate, cancel, suspend or lock any account if bonus abuse is suspected. If an account is confirmed to fall under the Bonus Abuse category, we reserve the right to void all winnings generated on the account. At our discretion, all bonuses and subsequent gaming activity may be revoked and voided, and deposits returned.

If Your activity in Our Online Casino, by itself, is not abusive, but Your activities with other online merchants, as indicated by our fraud detection tools, constitutes abuse of Our bonuses, promotions, policies or rules.

Examples of bonus or promotion abuse, but are not limited to:

- delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements;

- leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed;

- claiming free bonuses that exceed a 3:1 bonus to deposit ratio (free bonuses include but are not limited to Free Spins, Calendar bonuses, Scratch Card bonuses, Tournament prizes, Race prizes, Mailer bonuses, Goodwill bonuses awarded by account managers, etc.)

- playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play;

- using strategies that take advantage of any software bug or failure."

Do I understand correctly that the amount that you deposited into your casino account is $75 in total? Could you please forward a screenshot of your bonus history?

Hi,

I can't find any option to give me a bonus statement. Only option were these and there was no way to see such. Also yes you are correct about that amount .

If your bonus history is not available, would you please recall if you activated three or more consecutive free bonuses without placing a real money deposit in between? Thank you.

Dear Ksail,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.