RESOLVED - Euromoon Casino Non Payment of winnings

Dear Sir / Madam, I am writing to you today in relation to the above casino which operates under the above licence issued by the government of Curacao.

I registered with this casino on the 19th June 2015. I thereafter deposited a large sum of money and did not accept any bonuses offered by the casino.

After hours of play I made a withdrawal request of 2300 euro. I thereafter sent in my documents as per supports request. These verification documents were confirmed and I received an email stating that my request had been approved.

After a number of days I had failed to hear anything else regarding the withdrawal. I subsequently contacted support and was informed that the matter was in hand and that it would be paid in the next couple of days. I subsequently waited but again nothing.

On contacting support I was again informed that it would be paid later that day. Due to this I deposited another large sum of money, and again had a bit of luck and requested a second withdrawal of a further 2700 euro.

On Monday the 29th June I had again heard nothing so contacted support, I was again given false information such as, the finance department have told us your payment will be with you today, as you can imagine it never arrived. This carry on has continued back and forth for the past 2 weeks and despite this I have never received any of my winnings from this casino.

I have lots of email evidence from support with the lies that are being told. I have been told on these emails things such as, "keep playing and active so I can help you with your withdrawal request" & "if you half your withdrawal request I can get things moving faster for you" or "if you deposit again it will give me more evidence to help me when dealing with your case with the head honchos".

I also have an email from this evening telling me that I should cancel my withdrawal request for 2700 euro if I want my initial withdrawal for 2300 euro to be paid.

This is nothing short of corrupt practise. I have deposited close to £2000 in in 2 weeks, I was fortunate enough to win without accepting any bonuses and now I am being fobbed off by the casino and told to cancel withdrawals if I want my money.

This is nothing short of unacceptable as I am sure you will agree, as I said I have lots of evidence to support my complaint.
I would like to add that I am an average working man who enjoys playing online casinos, I trust casinos licensed in Curacao and feel it is ashame that some casinos let the name down. I am however hopeful that you can contact the relevant license holder on my behalf and have the problem resolved. If you require any further information please feel free to contact me.

I am now sitting at 2 weeks after my withdrawal request, I currently have 2300euro withdrawal that has been approved but not paid and a pending one for 2700euro which is still waiting to be approved, however the email from support is telling me to cancel that in order to have my initial one paid despite the casino allowing withdrawals of up to 5000 euro in each 30 day period.

I really hope you can help me with this.

Many thanks in advance.

Wow, that is some heavy stalling of payments. Looks like they are out of money and waiting for a income to  be able to pay something. I personally did not made a deposit there just by the outfit of the site and that their licence is at Curacao.  Lets hope LCB could help you out somehow

In the mean time stay away from shady casinos and look for the top rated casinos from LCB community so you wont have to stress about being paid or not

Hey Rick harder,  thanks for the reply. I really hope it is just that. To be honest if they were truthful and said that they were waiting on money and gave me a date I would be happy. It's just all the stories that I'm being told. They good thing is I have all the correspondence as well as screenshot of deposits and withdrawals. I really do hope it is just an error. If jeff is as trustworthy as he has led me to believe then I should be ok but I just thought it would be better to speak to big casino reviews sites who may be able to help with reps etc. Thanks for the replies guys. Good to get some decent advice instead of being called an idiot for depositing with them.

I have lots of email evidence from support with the lies that are being told. I have been told on these emails things such as, "keep playing and active so I can help you with your withdrawal request" & "if you half your withdrawal request I can get things moving faster for you" or "if you deposit again it will give me more evidence to help me when dealing with your case with the head honchos".

That really does not sound good, and is what we consider rogue casino behaviour.

We currently do not have their representative on board. However if you private message me your user name we will see to contact them on your behalf. And take it from there.

One correction. We do have a Rep for this casino, since they are part of the Osiris/DeuceClub/Cosmik group :  https://lcb.org/onlinecasinobonusforum/direct-casino-support/cosmikcasino-com-and-deuceclub-com-new-representative/

We will send them notification about this complaint.

Well i have admit that i find it pretty weird that you did deposit after they had stalled your first withdrawal, seems very risky. Well we are pretty much all assuming that if casino  says your are getting paid  in day A you pretty much have to/ want to believe it. Too bad there are casinos out there that are just roguish, liars  and thieves. Lets see if the rep has any answer to this one

Hi guys, just an update. Still not received my winnings. I did however receive a phone call from Jeff the VIP manager this morning telling me that he has spoke with the MD and I will be paid today and my 2nd withdrawal request will be approved also. I hope this is accurate information. As I said that was a couple of hours ago but nothing yet. I will update you should things change. Thanks.

If you used a credit card or bank tranfer the money will not even show up to your account today, E-wallet withdrawal should show today if they really are going to pay up like told Sounds good that you are going to get paid

Hey Rick. I asked for it back to my SKRILL account so hopefully should see it today if they are genuine. Won't hold my breath though. Will update you should It happen!!

I haven't received my money 

Even if you would get paid , i wont be playing at any of this groups casinos.

I suspect with the issue with Greece and the Euro except more delays and excuses from this casinos. Good advice to avoid those who are slow to pay

Please wait for a site operator to respond.

You are now chatting with 'Rachel'

Rachel: Hi Robert

Rachel: Welcome back

Me: Hi Rachel it's Robert beaker654 can you put me through to jeff please

Rachel: Jeff is not on chats now, but I do see a note here that he received your emails

Me: Well when I was on chat 2 hours ago I was told to contact jeff now so where is he?

Rachel: I can assure you that he is reviewing them carefully and will be in contact with you assoon as he has an accepatble response for you

Me: Rachel I have been told the same nonsense for over 2 weeks. Are you aware that I have made a formal complaint to the licensing authority?

Rachel: I was not aware, I wish there was more that I could do to assist you

Rachel: I am on your side

Rachel: I am just here on chat support

Me: The only acceptable response from this casino is to pay me my €5000 winnings.

Rachel: I always forward your messages and the departments above me do get informed every time you ask

Rachel: I know that accounts are looking into your request ... as there as been a discrepancy.. thats the hold up.

Me: I'm not blaming you. I want to hear from Jeff, he appears to be the one supposedly dealing with this...I don't see what he has to deal with mind you. All the casino have to do is pay me and that's the end of it all. Ask jeff to phone me please. What do you

Me: Mean there's been a discrepancy?

Rachel: have you read all of the terms and conditions?

Me: Yes so don't hit me with the I broke the tcs nonsense you do that that a lot of players and at no point did I break them

Rachel: im pretty new here but i think they are looking into the ten times rule

Me: Well they have already approved my withdrawal. I deposited nearly £2000 if they want to play that game I will post it on every review site on the Internet! You will never get any new players I can assure you that!

Rachel: I know that Jeff has been looking after your account the best he can..

Me: And I was told by Jeff that it was all in order. Ask him to call me please.

Rachel: I thought any publicity was good publicity ..

Rachel: as soon as he is available I will inform him..

Me: What that players can only withdraw 10 x their last deposit. Are you serious? Nobody will play on this casino if that one gets out. It means that the jackpots you advertise can only be one if you deposit £45000 that's a joke and false advertising!

Me: Get jeff to phone me.

Rachel: I will get him to call you

The casino are now telling me that one of there terms state that I can only withdraw 10 x my last deposit. This means that there jackpots can only be won if you deposit €45000. This casino is a joke and a fraud. Nobody can win on it. They do anything to get out of paying. It doesn't matter that I deposited nearly £2000 in just over a week it's all about your last deposit! Fraudulent and con artists come to mind.

Probably added that term to their T&C after your complaints What rogue piece of s***! This casino should put right under the warning section straight away >:D

I said my doubts when the first bonus was posted: e verification deposit of 50€ is.....suspect!

The way I read this rogue term is that it can be applied arbitrary, when ever they feel like it. Reason more to have it removed.

I emailed the Rep this morning, and hopefully will hear back soon. We will also let them know our concerns about these T&Cs.

In the mean time, we will be reviewing all their terms and conditions, and then we will announce our findings.

But first things first, as we need to resolve this complaint.

Sounds like they are trying to stall on paying you for whatever reason they can find  . I have never seen a term like that, especially on a deposit with no bonus taken.

Hey Rena36

Thanks for the comment. Nah neither have I.  It literally looks like you can never win from that casino. What I don't understand is that they can invoke this term whenever they feel like it. It's scary actually to think that they can and would do something like that. I'm hopeful that I will get the help I need from the reps on here like Zuga.  Been fantastic so far.. just need to wait and see!

I really hope you do also. It is just all so sad when I see things like this happen. At least there is hope, just do not give up.

Hi Beaker654,

We're currently looking into the issue and are positive it will be resolved very quickly.

Kind Regards,

Euromoon Support Team

Hi Rep, thank you for the reply. As you can probably tell I'm very upset about this. I deposited large sums of money on this site, money that I worked hard for. I didn't accept any bonuses and won fair and square. As you prob know I have been sent lots of emails which fall well below the standard expected from any casino. I hope that now you are on board you can sort this mess out and pay me my €5000 winning therefore restoring some trust in your site. Please keep me updated as soon as possible. Thanks.

Hey Guys, just another update. I have received an email from Jeff at Eurommon asking for my bank details to have the money paid. It did not say how much but I will be sure to inform you and let you know the details if this miracle actually happens. Take care. Thanks.

Congrats, I hope they did the right thing and paid you your full amount. Be sure to ask them and be sure to keep us updated.

Well  the money will be on your bank account on next week( i assume) so  lets see whats the total amount. Lets hope they don't give you just the 10x your last deposit rubbish but the whole amount

Hey guys thanks so much for the support. I will update you when, if, I receive the money and how much they paid. Hopefully they have come to their senses and paid the full amount amd restored some confidence in their site. We will see

Hey guys,  another update....STILL NO PAYMENT! Contacted live support and was told that finance were not in..asked when they would be an was told Sunday or Monday. ..an absolute joke. Could the rep maybe tell me what on earth is going on here?

Another delaying tactics, perhaps.  Well just hope that they are debating among themselves on what amount to pay you.  Full payment ,still is, what they must pay you.  The result on this matter will have a big impact on their business.  Hope they pay you full, beaker654

Try to stay on them and not be tempted to play it back . I hate when casinos try to stall payments . The player probably won't be back and you lose future players  8'|

Thanks guys.  I really appreciate all of you help and kind reassuring words on here!

Hey folks...another update  received an email from Jeff today saying that he has been told by the account manager that I will be paid tomorrow. I will update you tomoz, however will not hold my breath for fear of suffocation!

Hey folks...another update  received an email from Jeff today saying that he has been told by the account manager that I will be paid tomorrow. I have asked how much, however was told that he didn't know. Already sounding strange. I will update you tomoz, however will not hold my breath for fear of suffocation!

Thanks for keeping us updated. Hopefully you will get all your monies due. Please continue to update us. Thanks

Hey guys, an update..as you know I requested 2 withdrawals...one for €2300 and one for €2300700.  I have received an email from euromoon finance saying that my €2300 has been processed and paid to me via wire transfer. I will see if I get this in my bank and update you as soon as. I asked about my other withdrawal €2700 and was told it should be processed in 1 or 2 days. I will let you know what's happening as soon as it's confirmed...cheers again guys. Fingers crossed.

The second withdrawal was €2700 no the 2700000 that my other post says...mind you that would be nice!

Sounds very promising after (if)  you have received the money don't ever again play at shady casinos and use LCB to search the best ones 

Hey folks..just a little update. Today I received €2300 in my bank as promised by Euromoon Casino. I am now just waiting on my second and final withdrawal of €2700 to be processed and paid. Once this has been done I will update you.

Hopefully Euromoon have come good and realised that the way to attract more and more customers is to provide a good service, this includes games and more importantly the quick and full payment of all winnings as that's what people play for.

I just hope they change some of their terms as they are pretty poor....

I will update you with the next installment hopefully very soon. Tha ks for all your help so far....

That's good news beaker654! Please keep us updated on the 2nd withdraw.

I would also like to update you all and let you know the rogue term that Zuga pointed out has been removed and is no loner in effect.
13.5. We reserve the right to limit withdrawals to 10 times the player's last deposit amount. Any additional winnings will be removed upon processing the withdrawal.

That's brilliant news...Zuga has been very helpful. To be honest I have never read a term like that before on a casino...it was crazy. I'm glad they have realised this and actually removed it. Maybe this has had a positive effect on the casino. I will be sure to update you as soon as I hear what's happening with the second withdrawal.

we have seen some definitely positive signals from this Casino. Even though there is still much to improve ( communication and speed of the withdrawals mostly ).

Removing the offending rule is definitely a positive outcome and shows that they are keen on improving things and making them more player friendly.

Will keep everyone updated.

cheers
Zuga

Great news, glad to hear this beaker

Quite amazing winnings beaker and I am really happy to see that Euromoons cooperated and worked everything out. Now they seem a little better in my eyes. But at the end only thing that matters is that you received your money and hope you'll get the rest of it smoothly too

I'm confused here, does this mean that say, my last deposit amount was $10.00 and say I won $3,000.00, since my last deposit was only $10.00, I can only withdraw $1000.00 and the balance of $2000.00 is removed?

I hope I"m interpreting this wrong?

Thanks!

Yes that tern has now been moved. But yes when it was in place you are right. For example if you deposited a total of €2000 but in a number of small deposits you would only have been allowed to withdraw 10 x your last deposit. It was crazy...but at least with some help from this site they have come to their senses and sorted it. Still awaiting my 2nd withdrawal.

Hi, well just another update...I have still not received my 2nd withdrawal. I have sent numerous emails....spoke with live support and reps....still nothing.....it has been well over 2 weeks now and I am being hit with the same lies as before...it will be paid tomorrow....its is being sorted....finance are dealing with it.....why can't euromoon pay their players? U thought they would have learned their lesson. ..doesn't the rep care or management care about how their casino looks? Come in euromoo  step up to the mark and pay your players what they win an on time!

Perhaps the rep would like to post a reply?

Im just happy that you even got paid the 2300€ , i would expect they stall the second withdrawal another 2-3 weeks before payment again, hope they will proof me wrong!

Hey guys.  Been onto the casino...no news as if yet. I have been told finance and my account managers are both on tomorrow... (sunday) so I am hopeful that I will receive my final payout for €2700. As I said before, this casino has lots of good games, I can't for the life of me understand why they are being so silly when it comes to paying their customer. Perhaps the rep on here can tell me what's happening g with my second withdrawal and why the casino are being silly when it comes to paying people....surely they must be aware that they are putting of current and future players....come on rep save your casino and tell people in a pu licensing forum what is happening....

Hello Guys,

Well here's the update. I have been on at the casino again about my second withdrawal request of €2700. They have, as expected started the old stall tactics...its is being dealt with, finance are on it, your case is being looked at.

I actually believed that they had switched on and started to be a real proper and fair casino. Obviously not. They do not appear to care about a loss of customer through their shambolic withdrawal system. The live chat is a complete waste of time.

I am not at the stage where I deposited almost £2000. I have won and requested withdrawals totalling  €5000 but have only been paid less than half which when exhaled back into uk £s is almost £500 short of what I deposited.

Why can't the reps on here sort this out? I have lots of people emailing me for updates but nothing.

Perhaps people can help me by emailing this casino and making them aware that their stalling tactics relating to payment is ruining their business.

Please euromoon reps and customers / future customers help me resolve this complaint.

I have all emails and chats which I will publicly post if payment is not made.

Cheers

Robert

Man that is not cool.... I thought they realized the importance of speedy withdrawals . And I was positive that after the removal of the offending rule from their T&Cs, your cashout would be done in a timely fashion.

We will email them again...

Hey Zuga, thanks. I was hopeful too. I just want my money and to leave this all behind me. I know it sounds stupid but I have spent hours of my vacation emailing them, live chatting etc. It's a total pain. The rep on here hasn't replied in a few days. Hopefully with your pro knowledge the problem can be sorted this week. Cheers again for the help so far.