3 published complaints: 2 unresolved (1 no response, 1 resolved unfairly), 1 no violation found.
We have no verified payout on record. Of 3 published complaints, one for $2,620 went unanswered by the operator and one for $1,403.72 was found unfair to the player. A third case concerned an account closure rather than a refused payout.
Inconsistently. Moonspin did not respond at all to a $2,620 case, but did respond in detail to a later account-closure case, supplying dated records to support its decision.
Duplicate-account rules are legitimate and most operators enforce them. What matters is whether the operator can evidence the finding and whether it was put to you. In one case Moonspin produced specific records, including 32 overlapping active days across two geolinked accounts, and SweepsGuard found no violation in that decision. If you are told you hold a duplicate account, ask for the basis in writing.
Keep every screenshot, email and redemption timestamp. Make one documented request to the operator, then escalate. You can file a free complaint with SweepsGuard, and our guide at sweepsguard.com/casino-wont-pay sets out the escalation ladder in the order we recommend it.