Contact Us

Contact Overview

Welcome to Casino Moons support. If you need help with your account, payments, or VIP services, this page explains how to reach us and what to expect. Casino Moons is operated by Blacknote Entertainment Group Limited and holds a Costa Rica Gambling license. We launched in 2008 and have a strong focus on slots enthusiasts, with titles from Microgaming (Games Global), Betsoft, IGT, Pragmatic Play, Habanero, and Rival.

Our main public contact channel is email: [email protected]. For a quick return to the main site at any time, visit our home.

Support Channels - Which to Use and When

Email is the central support route for most questions. Use [email protected] for account inquiries, verification requests, transaction questions and general support. Email gives us a clear record of your issue so we can provide accurate answers and escalate when needed.

VIP members have access to dedicated support and priority handling. If you are part of the VIP program, note your VIP status in the subject line when contacting support to receive expedited attention. Mobile players can reach the same team through the email address while on the go.

When to use email

Choose email for account changes, document uploads, payment disputes, and any request that requires investigation or screenshots. Written requests reduce back-and-forth and help us resolve complex issues faster.

Response Times and What to Expect

We aim to respond clearly and professionally. Typical response windows depend on the nature of the request and whether you are a VIP member. Please include your account ID and a concise description to speed up handling.

For payment-specific timelines, we follow the standard processing speeds: E-Wallet withdrawals 0-24 hours and Bank Transfers 0-5 days. Those windows reflect how quickly funds reach your account after the withdrawal is approved and processed.

Faster resolution tips

To help us reply faster, include your full account ID, the email associated with your account, transaction IDs for deposits or withdrawals, and clear screenshots where relevant. Listing the exact game, round or timestamp will help with game-related inquiries.

Account Inquiries - What We Need to Help

Account questions are common: access problems, verification, suspicious activity or profile updates. For account recovery and verification we will request identity documents. Keep copies of your ID and any proof of address ready when you file a request.

When you write, be precise. State the issue, the last successful activity on your account, and any error messages. This reduces the number of follow-up emails and gets you a resolution faster.

Common account requests

• Confirming identity and uploading verification documents
• Resetting access or verifying recent activity
• Updating contact details and account preferences

Payment Issues and Withdrawals

We support multiple payment methods and aim to resolve any payment issues quickly. Our listed payment methods include American Express, Bank Wire Transfer, Payz, MasterCard, Money Transfer, Neteller, Paysafecard, Visa, Entropay, iDEAL, Sofort, POLi, QIWI, Skrill, Bitcoin, WebMoney, Easy EFT and Ethereum.

If a payment is delayed or incorrect, contact support with your account ID and the transaction ID. We will check the payment route and provide the expected timeline. Remember: E-Wallets typically process within 0-24 hours and Bank Transfers within 0-5 days after approval.

How to report a payment problem

When reporting a payment issue, include: the method used, the transaction reference, date and amount, plus screenshots of any error messages. If your withdrawal has not arrived within the stated timeframe, open a ticket and we will investigate.

Complaint Procedure and Escalation

If you are unhappy with a decision or how a case has been handled, we take complaints seriously and provide a clear escalation path. Start by sending a detailed complaint to [email protected] with the subject line "Complaint - [Your Account ID]".

Explain the issue, provide transaction references and dates, and attach any supporting documents. Our team will acknowledge receipt and give you an expected timeframe for a full response. If you remain unsatisfied, request escalation in your reply.

Transparency note

For transparency we confirm: Casino Moons is currently blacklisted due to unethical business practices. We understand this raises concerns. If you have an unresolved complaint or need a formal review, contact support and request escalation so a senior representative can examine the case in detail.

VIP Support and Priority Handling

Our VIP program offers faster responses, personalised account management and priority handling for payments and disputes. If you are a VIP member, mention your VIP status when opening any ticket to ensure priority routing.

VIP members typically receive more direct attention for account reviews and complex payment issues. Dedicated managers can assist with bespoke requests, loyalty queries and tournament invitations related to our massive live casino and game-show selection.

VIP communication best practices

When contacting as a VIP, include your VIP tier and the account ID. Clear subject lines and concise descriptions of the desired outcome help your manager act quickly and effectively.

Self-Help Resources and Preparing Effective Requests

Before contacting support, check your account transaction history and in-game logs. Many common questions are resolved by reviewing recent deposits, spins, or withdrawal confirmations. Preparing this information in advance speeds up any ticket.

Write effective requests by being concise and structured: state the issue, list the actions you have taken, provide dates and transaction IDs, and attach screenshots. A clear message reduces misunderstandings and shortens resolution time.

What to include in every message

• Your full account ID and registered email address
• A precise description of the issue and the desired outcome
• Transaction IDs, game names, timestamps or screenshots where relevant

Final Notes and Responsible Contact

We strive to provide clear, friendly and effective support to all players, with special focus on slots, megaways, and jackpot enthusiasts who use our site on desktop and mobile. Casino Moons is operated by Blacknote Entertainment Group Limited and is licensed in Costa Rica.

If you need help now, email [email protected] with your account details and a clear description. For general navigation, you can return to our home page. We aim to handle every case thoroughly and fairly, and we appreciate concise, well-documented requests that help us get you back to gaming quickly and confidently.