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I met the system requirements that are 25 dollars deposit to withdraw the bonus of 100 dollars and the indicated bet of the double of promotion that is 200 dollars and I also met the requirements and shows me the full bonus and then shows me withdrawable 350 the system. If the payment was denied, the system would not allow withdrawal. I only collect my deposit and my corresponding winnings.

yo cumpli con los requisitos del sistema que son 25 dolares de deposito para retirar el bono de 100 dolares y la apuesta indicada del doble de promocion que son 200 dolores y cumpli tambien con lo requerido y me muestra bono completo y despues me mostra retirable 350 el sistema. si fuera denegado EL pago el sistema no permitiria retirar. Solamente cobro mi deposito y mis ganancias correspondientes. 

Dear heman1,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found https://www.casinomoons.com/en-MX/bonus-rules:

„3.4. Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is $5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to contact me you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

of the game if you realize everything was done through a bonus an example 4 dollars equal to use for 400 dollars equal to free spins I hope you can help me I only want my deposit that is mine good afternoon only if you can not give me my winnings my deposit yes thank you very much

del juego si te das cuenta todo se hizo mediante bono un ejemplo 4 dolares igual a utilizar por 400 dolares igual a tiradas gratis espero me puedas ayudar solamente quiero mi deposio eso es mio buenas tardes solamente si no pueden darme mis ganancias mi deposito si muchas gracias

Could you please forward your game history to petronela.k@casino.guru?

Dear heman1,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your 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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.