MoiCasino - 選手の退会が遅れました。

Hi, I'm having problems with moi casino. I made the first withdrawal on the 28th. They never asked me for documents. I emailed many times but they don't respond. I canceled the first withdrawal which was 1000 euros, I won more and the balance was 5000. I withdrew these. Now they have canceled my funds again without asking. They always find a reason not to pay. I need your help. I'm afraid I won't get my money.

Thank you for helping!

Dear Naomii,

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

This is really disgusting behavior from this casino. They don't accept documents, they just ask for more. Today they canceled my withdrawal again. like every day. They claim I asked for it. Although I haven't! I don't know what to do anymore. I don't think I will get any winnings from this casino.

Thank you very much, Naomii, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi, I received all my payments this weekend. Thanks for help.

Hello Naomii

I'm Michal and I have taken over your complaint. Do I understand correctly that you successfully received all the winnings? Can we consider your complaint solved?

Hi, yes this is resolved and you can close the case. Thank you.

Dear Naomii,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

Casino.Guru