Moonbet.io took all my funds, closed my account and ignores me

[lesliegray]

I opened an account at https://moonbet.io and placed bets between the 10th and 16th of October. I won some and got limited and when I wanted to make a withdrawal of 3500 usdt my account got closed. I didn’t really knew why since I played fair.

When I try to login through metamask:




I reached out to their customer service and they refused to communicate with me and completely ignored me. I gave my email address so they could get back to me, but no one did.

Chats with their customer service:








After this event is when I created this account on bitcointalk so I can write about my issue. I wrote in their moonbet thread in the gambling forum and there were some users there who advised me to contact the people in charge at moonbet on telegram so I did.

https://bitcointalk.org/index.php?topic=5392518.180

I spoke with Jason Poprawa in their telegram group. He is the founder and CEO of Moonbet. I asked him why my account was suspended and he told me that all of the trading and player management on Moonbet is offered through Owl.Games and that Moonbet did receive a heads up from the team at Owl that somebody who won a lot on player props from their site created an account at Moonbet and they were going to block that account. He said that he will speak with the team immediately and get to the bottom of this and that if I placed the bets and won - I deserved my funds.

Chatlogs with Jason:






I did got a good first impression of Jason as he seemed reasonable and understanding.
However, he did not keep his word and didn’t get back to me and unfortunately he has not responded to me at all even though I repeatedly tried to contact him.  He has been very active in the telegram group, when someone wants to make a deposit he will gladly help.

I think this whole situation is very unnecessary and time wasting. You don't take someone's money because they had an account somewhere else. They didn't just take all my winnings, they also took what I had deposited. I really don’t have a problem with getting limited since thats a part of the game, it happens. But when you take all my funds because I had an account at Owl.games it doesn’t make sense. It's like William Hill would take all my funds because I have an account with Unibet.

I’m doing this because I feel helpless and like I don’t have any choice. I just want my funds that I actually earn so I can move on from this nonsense they are putting me through.

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[rozak]

have you read the Terms & Conditions of the Moonbet casino?
I'm afraid you missed something important there.

some people can't access Metamask in the BSC network if they don't go through a VPN. I don't know if it happened to you or not. but it happened to me.
but obviously, Moonbet prohibits the use of VPNs.

You warrant not to use any form of VPN or other methods or program fit to hide your IP or your state of origin. The usage of a VPN is only allowed with written consent from the support team. Users or customers found to use a VPN without the companies consent will be excluded from all services on the website, and all remaining funds will be frozen indefinitely. You acknowledge that you are solely responsible for all losses that might occur to you over your VPN usage without the companies consent, including but not limited to financial losses and the loss of your account on the website.

[lesliegray]

have you read the Terms & Conditions of the Moonbet casino?
I'm afraid you missed something important there.

some people can't access Metamask in the BSC network if they don't go through a VPN. I don't know if it happened to you or not. but it happened to me.
but obviously, Moonbet prohibits the use of VPNs.

You warrant not to use any form of VPN or other methods or program fit to hide your IP or your state of origin. The usage of a VPN is only allowed with written consent from the support team. Users or customers found to use a VPN without the companies consent will be excluded from all services on the website, and all remaining funds will be frozen indefinitely. You acknowledge that you are solely responsible for all losses that might occur to you over your VPN usage without the companies consent, including but not limited to financial losses and the loss of your account on the website.

I am well aware of their terms and conditions but that's not what this is about. My account got closed because I had winnings before at owl.games and since all of the trading and player management on Moonbet is offered through owl.games they decided to block my account for this reason.

[BitcoinGirl.Club]

Chatlogs with Jason:

Okay so they got a heads up from Owl and they think they are going to confiscate whatever money you have with them. If this is their only excuse then it's a lame excuse. I have a question to ask. Someone please PM them if they have an account.

When did you receive the heads up from Owl?
a) After or before the deposit
b) After or before the win (assuming they won some bets)

[Pmalek]

What happened with your account on Owl.Games in the end? That Jason guy said someone (apparently you) won big and now that same person has registered at Moonbet. Did you get your money from Owl.Games? Was your account limited there and did they accuse you of some wrongdoings that also spilled over to Moonbet?

Confiscating funds that were won fair and square is stealing. If they didn't want you at Moonbet, they should have banned you before you started playing, or given you your winnings and closed your account after that. All this is assuming you are an honest gambler and not a cheater in any way.

I will write in their ANN thread and ask them to take a look at this accusation. Their forum admin hasn't been online since 18 October. If he ignores my post after coming online, I will send him a PM asking the same thing. If there is no response, you can create a flag against the casino and it should receive support by DT members.  

Edit: I will PM their forum representative directly since I saw you already mentioned the issue in their ANN thread.

[lesliegray]

What happened with your account on Owl.Games in the end? That Jason guy said someone (apparently you) won big and now that same person has registered at Moonbet. Did you get your money from Owl.Games? Was your account limited there and did they accuse you of some wrongdoings that also spilled over to Moonbet?

Confiscating funds that were won fair and square is stealing. If they didn't want you at Moonbet, they should have banned you before you started playing, or given you your winnings and closed your account after that. All this is assuming you are an honest gambler and not a cheater in any way.

I will write in their ANN thread and ask them to take a look at this accusation. Their forum admin hasn't been online since 18 October. If he ignores my post after coming online, I will send him a PM asking the same thing. If there is no response, you can create a flag against the casino and it should receive support by DT members.  

Edit: I will PM their forum representative directly since I saw you already mentioned the issue in their ANN thread.

Nothing strange happened to my account at owl.games. I just got limited so I withdrew my funds and got them. I wasn’t accused of anything at all.

I agree with you. They should also inform me immediately why my account has been suspended. When you suspend a customers account, you have to inform them about it.
Me as a customer shouldn't have to run around on all these different platsforms just to get a hold of these guys so I can get to know why my account got closed. It's ridiculous.

At first I didn't want to accuse Moonbet of scam because they seemed to have a good reputation so I wanted us to come to a solution together. As you can see it is impossible as they refuse to communicate with me. They are literally stealing from me because I 100% won my bets fair and square. I am a full-time sports bettor and have been doing this for years.

Thank you, I appreciate that you want to help.

[BitcoinGirl.Club]

At first I didn't want to accuse Moonbet of scam because they seemed to have a good reputation so I wanted us to come to a solution together. As you can see it is impossible as they refuse to communicate with me. They are literally stealing from me because I 100% won my bets fair and square. I am a full-time sports bettor and have been doing this for years.

You always have options. I suggest you to wait for their forum account to response. Wait few days, if they do not response then create a flag against them. Whoever will read the topic they will know what to do, if they find the accusation worth supporting your flag then you will get good support.

Unfortunately none of it will get you the money by the way. So it's better to give your best to negotiate with them first.

[lesliegray]

At first I didn't want to accuse Moonbet of scam because they seemed to have a good reputation so I wanted us to come to a solution together. As you can see it is impossible as they refuse to communicate with me. They are literally stealing from me because I 100% won my bets fair and square. I am a full-time sports bettor and have been doing this for years.

You always have options. I suggest you to wait for their forum account to response. Wait few days, if they do not response then create a flag against them. Whoever will read the topic they will know what to do, if they find the accusation worth supporting your flag then you will get good support.

Unfortunately none of it will get you the money by the way. So it's better to give your best to negotiate with them first.

I'm very new here, how do you create a flag?

I have really done everything I can to communicate with them but since day one I have been ignored. I don’t know what else to do.
We come to these spaces for the freedom and then we have some people who think they can do whatever they want and take all your funds without even have to explain themselves. It’s sickening.

[Saisher]

At first I didn't want to accuse Moonbet of scam because they seemed to have a good reputation so I wanted us to come to a solution together. As you can see it is impossible as they refuse to communicate with me. They are literally stealing from me because I 100% won my bets fair and square. I am a full-time sports bettor and have been doing this for years.

You always have options. I suggest you to wait for their forum account to response. Wait few days, if they do not response then create a flag against them. Whoever will read the topic they will know what to do, if they find the accusation worth supporting your flag then you will get good support.

Unfortunately none of it will get you the money by the way. So it's better to give your best to negotiate with them first.

This is bad when the casino is not giving you anything after they lock your account, something is really wrong with that casino, and will come with a big warning, a reputable casino will address your issue not totally ignore you, continue your communication if they are not giving you anything create a flag and the community will support it, we hate this kind of attitude coming from one casino.

[Little Mouse]

I have really done everything I can to communicate with them but since day one I have been ignored. I don’t know what else to do.

Have you reached out to official representative of moonbet as suggested above? If you haven't yet, your first step should be doing that. Send him a DM here- https://bitcointalk.org/index.php?action=profile;u=3358937
That's the official account of moonbet here.

This is ridiculous to see. They don't have any right to confiscate your balance just because you were in another casino and their employee has been switched to moonbet. DM the above guy and see his say.

[Awaklara]

I have really done everything I can to communicate with them but since day one I have been ignored. I don’t know what else to do.

Have you reached out to official representative of moonbet as suggested above? If you haven't yet, your first step should be doing that. Send him a DM here- https://bitcointalk.org/index.php?action=profile;u=3358937
That's the official account of moonbet here.

This is ridiculous to see. They don't have any right to confiscate your balance just because you were in another casino and their employee has been switched to moonbet. DM the above guy and see his say.

when the OP created this thread the casino rep was inactive in the past week. most likely they don't know this thread yet. it will be difficult to get their response shortly.
but the OP, it never hurts to send a PM. and wait some more time. Currently, the casino is still running its bounty campaign on the forums. Looks like the casino is still paying managers and participants.

[lesliegray]

I have really done everything I can to communicate with them but since day one I have been ignored. I don’t know what else to do.

Have you reached out to official representative of moonbet as suggested above? If you haven't yet, your first step should be doing that. Send him a DM here- https://bitcointalk.org/index.php?action=profile;u=3358937
That's the official account of moonbet here.

This is ridiculous to see. They don't have any right to confiscate your balance just because you were in another casino and their employee has been switched to moonbet. DM the above guy and see his say.

I can absolutely do that. Thanks for your suggestion.


Edit: I just tried and they don't accept DMs from newbies and referred to their ANN instead.

[lesliegray]

I have really done everything I can to communicate with them but since day one I have been ignored. I don’t know what else to do.

Have you reached out to official representative of moonbet as suggested above? If you haven't yet, your first step should be doing that. Send him a DM here- https://bitcointalk.org/index.php?action=profile;u=3358937
That's the official account of moonbet here.

This is ridiculous to see. They don't have any right to confiscate your balance just because you were in another casino and their employee has been switched to moonbet. DM the above guy and see his say.

when the OP created this thread the casino rep was inactive in the past week. most likely they don't know this thread yet. it will be difficult to get their response shortly.
but the OP, it never hurts to send a PM. and wait some more time. Currently, the casino is still running its bounty campaign on the forums. Looks like the casino is still paying managers and participants.

They may not be aware of this thread but they are 100% aware of this situation.

Their founder and CEO of their whole ecosystem told me himself that he will get to the bottom of it immediately and get back to me in a couple of hours but haven’t yet. He won’t even bother open my messages now, but when someone wants to make a deposit in their Telegram he responds after one minute (literally) and I’m not even joking.

[BitcoinGirl.Club]

They may not be aware of this thread but they are 100% aware of this situation.

Their founder and CEO of their whole ecosystem told me himself that he will get to the bottom of it immediately and get back to me in a couple of hours but haven’t yet. He won’t even bother open my messages now, but when someone wants to make a deposit in their Telegram he responds after one minute (literally) and I’m not even joking.

As I said before, wait few more days. Once you are convinced that it's enough then go and create a flag against them. I think type 3 is more appropriate.

Send him a DM here- https://bitcointalk.org/index.php?action=profile;u=3358937
That's the official account of moonbet here.

The accusation has created on 23rd and the account's last logged in status is on October 18, 2022, 05:39:14 PM. Clearly the account does not log in very frequently. Besides, if OP is telling the truth about responding the deposit requests quickly on Telegram but ignoring his messages then they do not have good reasons to defend the case and ignoring him is their best choice.

[lesliegray]

They may not be aware of this thread but they are 100% aware of this situation.

Their founder and CEO of their whole ecosystem told me himself that he will get to the bottom of it immediately and get back to me in a couple of hours but haven’t yet. He won’t even bother open my messages now, but when someone wants to make a deposit in their Telegram he responds after one minute (literally) and I’m not even joking.

As I said before, wait few more days. Once you are convinced that it's enough then go and create a flag against them. I think type 3 is more appropriate.

Send him a DM here- https://bitcointalk.org/index.php?action=profile;u=3358937
That's the official account of moonbet here.

The accusation has created on 23rd and the account's last logged in status is on October 18, 2022, 05:39:14 PM. Clearly the account does not log in very frequently. Besides, if OP is telling the truth about responding the deposit requests quickly on Telegram but ignoring his messages then they do not have good reasons to defend the case and ignoring him is their best choice.

[BitcoinGirl.Club]

Let me send them a PM and wait for their response. If they are checking the email with the forum account, it will notify then in their email inbox. After few days if they do not response then create the flag as suggested.

Update:
Just to confirm I sent them the following PM

Hello!
You should be looking at this accusation and come clear to the forum. It's not looking good that you are not taking any step to close the case that has arrived against you.

Here is the link: https://bitcointalk.org/index.php?topic=5418032.0

[Pmalek]

Edit: I just tried and they don't accept DMs from newbies and referred to their ANN instead.

As I said in my previous post, I sent them a PM. That PM contains a link to this scam accusation thread, and I asked if someone from their team could join the discussion and inform the community what is going on. They have not been online yet. If I get a reply, I will let you know. If I notice they came online without answering the PM or posting in this thread, I will inform the community about that as well. 

[holydarkness]

Oops... it seems my planned short break got way too long (again), LOL.

There is a scam accusation format that works to help viewers of this thread understand the situation --and evidences-- easier. I'll suggest you to read the thread here or, just see the format below:

Code:

[b][color=black]What happened:: [/color][/b]

[b][color=black]Scammers Profile Link: [/color][/b]

[b][color=black]Reference Link: [/color][/b]
[b][color=black]Amount Scammed: [/color][/b]
[b][color=black]Payment Method: [/color][/b]
[b][color=black]Proof of Payment: [/color][/b]
[b][color=black]PM/Chat Logs: [/color][/b]
[b][color=black]Additional Notes: [/color][/b]

I'm very new here, how do you create a flag?
[...]

As for flags, I'm not sure if there's an easier and more "official" way, but the simplest I know is to visit their trust page, you'll get the link to raise a flag on the user's account next to the option to give negative trust, see below image. The link for their flag would be this one



My suggestion would be just like others had said, to wait one or two days to give time to respond.  As others has notified them through PM, I'll try to take one step further by going to chat both the CEO and their group on telegram. Meanwhile, I'd suggest you to edit your opening post to match the accusation format guidelines so they'll understand the situation easier when --or if-- they visit this thread.

Let me send them a PM and wait for their response. If they are checking the email with the forum account, it will notify then in their email inbox. After few days if they do not response then create the flag as suggested.
[..]

[...] They have not been online yet. [...]  

They were, about an hour ago, not sure if they're still addressing other problems and other threads --and PMs-- or ignoring this thread, hopefully the earlier. As a precaution, I'll track and notify them through telegram as well, there is a slightly higher chance they'll be aware of this thread's existence through it. And if they blocked me... well, it's also an answer to our situation.




Update 1:

Here's their response:



Now, if I may freely intepret the situation here based on OP's chat with the CEO and his answer here and his answer to my chat on their channel, the one blocking your account is owl.games, the... provider of the... game? Huh? I am not familiar with betting platform here so I might be wrong, but let me ask this first, is it normal for a business entity to be a third party that's merely hosting an "interface" for a gambling service while the entire service and operations is handled by another business entity? If the answer is yes, then there's your answer: their silence is because they still tried to get in touch with the... service provider.


update 2: my apologies that this post turned into a very long and messy post with lots of screenshot and edits

A reply from their CEO. lesliegray, go check your telegram.

[LEVSKI7]

Well, I guessed when I said that the provider manages the accounts under the name moonbet.but the supplier is a criminal. very brazen scammers

[MoonbetEcosystem]

Hello LeslieGray,

Thank you for your patience in regards to the matter. Just so everyone in the forum knows, we reached out to the user immediately after becoming aware of this issue via Telegram yesterday.

We have only just received the player information (wallet address) as the player did not have his username. Our team is investigating the matter and will ensure that any bets which have been won are paid out.

Due to our partnership with OwlDAO, some elements of the administrative side of Moonbet, most notably sportsbook trading, are simply out of our control. While we are still investigating exactly what has taken place, it looks like an overzealous trader may have banned this account without providing us the full details, which was obviously the wrong move.

As previously stated and Jason stated in the Telegram messages, any bets that were placed and won at Moonbet.io by the player will be paid in full. While placing limitations on certain players or markets is a standard practice in sports betting, outright banning somebody is not.

This is the first and only accusation that has been brought against Moonbet in over 14 months of operation and we pride ourselves on fairness to all players, being crypto betting enthusiasts ourselves.

Both the player and forum will be updated as soon as we have a complete understanding of what has occurred and what steps we are taking to make sure it is fully resolved.