Casino Moons withdrawal and support answers

I took a chance at the excusive contest that LCB does at the Casino Moons
On my second deposit I managed to make the rollover and request a withdrawal.
The withdrawal was made on 27 of April and this is the conversation I had with live support today.


James 17:52:21
hi
********** 17:52:28
Could you tell how long I have to wait in order for my withdrawal to be processed?
James 17:52:50
it takes up to 15 business days
********** 17:53:06
Last time I was told 5 !!
********** 17:53:12
How come it is 15 now???
********** 17:53:34
I mean it is a simple money tranfer to moneybookers
James 17:53:40
maybe 5 days to be processed but 15 business days till you get it
********** 17:53:54
What are you talking about???
********** 17:54:02
Tranfering to moneybookers is instant
James 17:54:11
not on a withdrawal
James 17:54:23
none of the withdrawals are instant
********** 17:54:49
Do you not transfer money from your moneybookers account into mine???
********** 17:54:56
It is a simple transfer
********** 17:55:07
As I have sent money to others
********** 17:55:11
It is INSTANT
********** 17:55:17
half an hour max
James 17:55:38
no we dont
********** 17:56:03
Well that's is something I hear for the first time
********** 17:56:45
I have withdrawn from many casinos via moneybookers noone states that it takes 10 business

days to sent the money via moneybookers
********** 17:57:01
I am trully sorry for this attitude to customers
James 17:57:09
we dont do withdrawals thru moneybookers
James 17:57:22
i dont make the rules
********** 17:58:12
I have requested a withdrawal via moneybookers and it was accepted
********** 17:58:18
It is in your rules
********** 17:58:47
What type of method do you see for my withdrawal???
James 17:59:03
one sec
James 17:59:11
ill have my manager contact you
Graeme 17:59:58
hi there
********** 18:00:05
Hello
********** 18:00:17
Please clarify to me
********** 18:00:29
I have requested a withdrawal via moneybookers
********** 18:00:39
I have sent all the requested documents
********** 18:01:01
Now I am informed that it takes 15 business days for a withdrawal to be processed
********** 18:01:13
and you do not accpet moneybookers as a withdrawal method
Graeme 18:01:22
yes that is the max
Graeme 18:01:29
we do
Graeme 18:01:34
\except money bookers
********** 18:01:58
what do you mean except moneybookers???
Graeme 18:02:27
the person you spoke with was new
Graeme 18:02:31
he made a  mistake
********** 18:02:31
And why was informed last time that it would take a max of 5 business days
********** 18:03:03
So why does it take you 15 business days to make a withdrawal via moneybookers???
********** 18:03:09
It is an instant procedure
Graeme 18:03:33
that is the time for it to be processed by the finance department
********** 18:03:53
It is a 1 minute procedure!!!!!
********** 18:04:16
There are casinos that make withdrawals in 1 day you know
********** 18:05:22
So to conclude this. Will my withdrawal be via moneybookers or not?? And will it be max 15

business days or will it be delayed?
********** 18:05:53
I have sent the requested documents days ago and never heard from you if everything was OK

or not
Graeme 18:06:44
contACT FINACE@CASINOMOOONS
********** 18:07:00
and tell them what??
********** 18:07:15
How to make a withdrawal via moneybookers???
********** 18:07:32
Isn't it easier for you to contact them???
********** 18:10:29
Are you sure that you gave a correct email adress???
Graeme 18:10:45
yes
********** 18:11:10
So it is not finance@casinomoons.com ?
Graeme 18:11:50
yes
********** 18:12:23
OK I'll try my luck with them as well
Graeme 18:12:38
ok
Graeme 18:12:41
good luck



I would be really interested in hearing some comments especially from the older members if they find this is normal or not

I know your pain...i have had a withdrawal request from CasinoMoons since the 20th of April.  They will ignore your emails, act like they didn't receive them.  Stall, Stall Stall.  I just got a response (last night) from sending in my verification documents over 2 weeks ago. 

this is what it said:
I received your e-mail and have reviewed your account. Your documents were received and approved on the 25th. I am unsure why you were not notified about this and I apologize. But everything is in order and your withdrawal will be processed.

This is after sending an email almost daily regarding the withdrawal.  I still have not seen a penny of my withdrawal.

I haven't made a withdrawal from Casino Moons specifically but here's a general idea what to expect from top game casinos from my experience with

Aztec
Diceland
Black Diamond
casino states
Money casino
Thebes

The withdrawals are very slow but they eventually come.  I use ewallet express for my withdrawals usually and it took around 1.5 months for each.  I wouldn't expect it in 15 days.  Diceland took more like 2.5 months for the withdrawal.

I had a pretty good run at the top game software and hit some pretty big wins.  Because of this thebes locked me out completely and the others won't give me any of the better promotions because my account is "limited."  Bleh

I too have had withdrawals from Thebes and Money Casino...the max wait time I had at both was not over 2.5 weeks.  tho, they will tell you it will take 15 days.

But, I did not have any problems with my documents or contacting support they way I have with CasinoMoons...they are the worst...

Hi all,

First of all i would like to apologies about the support chat above. It will be handled by management. 

Trent, the finance dep. will contact you today 9check your inbox) and you will receive your withdrawal (via moneybookers). By the way, are you sure you sent the docs as we checked and found nothing.

Just send them the docs again to finance@casinomoons.com and let me know on the forum or PM and I'll make sure they got it.

In general the best way is to email finance and they will reply all of your emails. Then you'll have to send docs and if everything is good you'll get paid.

True, sometimes it can be a pain but all winners will eventually receive their money.

Regards,

TheRichGroup

Thanks TRG,

got the withdrawal today!!! 
and thanks for the PM...

Glad it is sorted.  Thank you TRG for a speedy response and resolution.

blue

I was glad to hear august2153 managed to get his withdrawal, nevertheless mine is still pending, although I was assured I would get it on Thursday.
As I have told other casino rep here and on live support the question for me and I guess most of players should not be whether we will get paid or not but how FAST we will get paid.
I mean if you have casinos paying you in 1-2 days, having others stating 5-15 business days is really a dissapointment.

I am sorry to be bothering this thread once again, but it seems I am hitting a wall with these guys and TRG has disappeared for some days now from the forum.

That was my conversation with them today ......

Brandon. 16:30:24
hey
******** 16:30:27
hi
******** 16:30:47
Could you please explain to me what is going on with my withdrawal once again???
******** 16:31:07
I was told the money would be in my account on Thursday
Brandon. 16:31:41
ok one sec please , ill check
Brandon. 16:32:39
did you send the needed documents ?
******** 16:32:47
For god sake
******** 16:32:53
I have sent them 2 times
******** 16:33:04
The first time there were mysteriously lost
Brandon. 16:33:32
to what address you send it to ? support@casinomoons.com ?
******** 16:33:33
The second time after making it public in forum and talking to a representative I was assured that the were received
******** 16:33:52
I have email from you that you have received them
******** 16:34:27
Therefore the documents can not be the excuse any longer
Brandon. 16:34:44
ho ok , if thats the case then its ok , they will be approved soon and youll get your money
******** 16:34:58
What are you talking about
Brandon. 16:35:03
we are not looking for any excuses
******** 16:35:21
I just stated that my withdrawal was to be processed last THURSDAY
Brandon. 16:35:24
after you send documents the security team need to approve them
******** 16:35:37
How many weeks can that take?????
Brandon. 16:35:54
thats not what we say , on the website we say it takes up to 15 days
******** 16:36:02
lol
******** 16:36:16
You clearly do not say that
******** 16:36:28
http://casinomoons.com/cashier/withdrawal-options.html
Brandon. 16:36:37
the moment the docs are cleared its a matter of days until the money is on your side
******** 16:36:58
What do you mean a matter of days???
******** 16:37:38
I made the first withdrawal request on April 27th
Brandon. 16:37:40
you doing it with ewallet ?
Brandon. 16:37:43
or wire ?
******** 16:37:48
moneybookers
Brandon. 16:39:17
ok, then matter of days mean if your docs will be approved lets say , tomorrow , im sure your money will go through untill the end of the week , and if not, on monday the week after
Brandon. 16:39:52
1 thing you can be sure of ...
******** 16:39:53
So what is stated in your site "Money in your account - up to 6 days" is a complete lie
Brandon. 16:40:15
no... let me explain
******** 16:41:00
And the fact that there are numerous of complaints in threads that you say that you have not received the docs needed in many cases explains the rest I guess
Brandon. 16:41:01
the up to 6 days part is after the request was processed and approved (with docs)
******** 16:41:24
How many days can it take you to approve the docs
Brandon. 16:41:28
you said you got an email thatsaid we got the docs
******** 16:41:47
The 2nd time I sent it to you and that was days ago
Brandon. 16:41:59
on a week day it souldnt take more then 2-4 days
******** 16:42:35
So you agree with me that it is unacceptable that my docs are still not verified
Brandon. 16:43:00
when was the 2nd time you sent it ?
******** 16:43:28
5 of May
Brandon. 16:43:30
i see you jsut made the withdrawal at the 5th
******** 16:43:40
Oh my GOD
Brandon. 16:43:51
thats not the case ?
******** 16:43:59
Of course not
Brandon. 16:44:12
when was it ?
******** 16:44:14
You were the ones that declined my first withdrawals
******** 16:44:34
My first request was on April 27th
******** 16:44:42
I sent the docs the same day
******** 16:44:52
The live support stated that the received them
******** 16:45:14
I waited ever since and finally you declined my withdrawal without notifying me
******** 16:45:22
Very unproffesional
Brandon. 16:45:34
thats true...
******** 16:45:48
I know that that is truw
******** 16:45:53
true
******** 16:46:08
I still don't see anyone doing anything about it though
Brandon. 16:46:41
ok look... there is no one in the finance team right now but i will take care of that you will be contact tomorrow and we will give you the status and when the money will go through
******** 16:47:03
One of your representatives on LCB contacted on last Thursday and ASSURED that I would get my withdrawal THAT day
******** 16:47:48
So I should cross my fingers and hope that it will be this month or should I say before the end of summer???
Brandon. 16:47:59
i dont know who it was , i assure you ill make sure that tomorrow youll get all the answers
******** 16:48:17
Answers but no money once again
******** 16:48:21
I got it
******** 16:48:28
OK. Thank you for your time
******** 16:48:39
Looking forward on hearing from you tomorrow
Brandon. 16:48:47
no problem , sory for the mess

I think it is just fair to let people know, that finally I got paid today from Casinomoons

Finally Trent, that is good, too bad you had to wait so long. Im glad you finally got what was supposed to be there a long time ago.

:-*

Wow, I'm sorry you guys had such a hard time cashing out, but I'm so very glad you posted your experiences.

Bear in mind that I've been online gambling for over 10 yrs now, at hundreds of online casinos, and pretty much know the ins & outs of all their processes.  I'm also very tolerant of simple human error, but not of rudeness.

I tried very hard to deposit at CMoons a few weeks ago, but their QuickTender process wasn't working, and they wouldn't accept my credit card deposit until after I sent in my verification docs.  So I sent them, read receipt requested.  One of the pages I read during this process said I would get a $25 freebie when they were approved, so that's cool.

Well, they refused the read receipt, so I never got proof they got them.  Three days later, I went to support to find out if they were approved & when would I get the freebie.  After some hounding, support said the initial docs were approved, but they needed a current utility bill - NOT stated anywhere.  So I sent that in, also read receipt requested, also refused.  >:(

The next day I went back to support to find out if they were all cleared, and they were, so I asked when I'd get the freebie.  Oh, NO!  That's not about to happen.  After going around on this with a couple of them telling me it was a deposit bonus, not a freebie, I got so pissed off I haven't deposited - and won't.  Nor have they given me any of the $5 freebies they've been giving out to other players since then.

After reading your exeperinces with their cashout process, it's cemented my feelings about them.  Thank you for that.

OH NO Lhasa, I had a similar experience with a casino, and they are supposed to give you $25 for sending in the docs, thats what the page says, It is so ridiculous how casinos can twist and turn rules and terms and conditions any way they want, its starting to not be anymore fun playing online.

:-*

Thank you, Mommy, for confirming that I saw that.  lolol  I knew I'd seen it, but I couldn't find it again.