Moana Casino - Spelarens vinster konfiskeras.

Hello,

I got 1.25 Euro cashback on losses earlier, played a few spins and got up to 28.31 and wagered money, the system lowered the balance to 6.25 Euro. I played further and managed to get up to an incredible 449 Euro, requested a withdrawal but the casino refused to pay out the winnings and the balance was again lowered to 6.25 Euro!

Casino doesn't want to explain how they calculate and just says that decisions are final!

Sending pictures!

Hej,

jag fick 1,25 Euro cashback på förluster tidigare, spelade några snurr och kom upp till 28,31 och omsatte pengar, systemet sänkte saldo till 6,25 Euro. Jag spelade vidare och lyckades komma upp till otroliga 449 euro, begärde uttag men casino vägrade betala ut vinsten och saldo igen sänktes till 6,25 Euro!

Casino vill inte förklara hur dom räknar och säger bara att beslut är definitivt!

Skickar bilder !

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Can you see the balance in your account divided into real money and bonus money?
• Have you received any notifications or pop-ups after you finished wagering your cashback bonus that the amount can now be considered real money?
• Have you contacted customer support via email to request your gaming history to be checked, since your bonus has been capped twice?
• Have you activated any other bonuses after you finished wagering your cashback bonus?

I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronica,

My balance is listed as real money, bonus balance is 0 kronor, I have sent you pictures showing how the casino lowered the balance from 28.31 euros to 6.25 euros and it says next to it: "Taken ti system"!

After that, 6.25 euros is real money right, when I managed to get up to 449 euros I made a withdrawal and the casino just sent an email that 449 euros is denied and the balance is back to 6.25 euros.

The casino hasn't explained to me why money I have wagered once is back to 6.25?

What does that mean, what if I bet again now and if I win then the casino will again send the balance to 6.25???

I have had several e-mail contacts with them but no explanation, just that the decision is final!

This is one of the answers I have received:

Dear Boris

Thank you for contacting us.

We understand that you may be disappointed with the outcome of the decision made by the relevant department.

Please be informed that our decision is final and was made in accordance with our terms and conditions.

We would like to inform you that our Terms and Conditions are approved and authorized by the licensing regulator, aiming to ensure that all gaming activities are carried out in a socially responsible manner.

Kind regards,

Diego

Customer Support Team

Hej Veronika,

Min saldo står som riktiga pengar, bonus saldo är 0 kronor, jag har skickat bilder till Dig som visar hur casino sänkte saldo från 28,31 euro till 6,25 euro och det står bredvid: "Taken ti system" !

Efter det är 6,25 euro riktiga pengar eller hur, när jag lyckades komma upp till 449 euro gjorde jag uttag och casino skickade bara e-mail att 449 euro nekas och saldo är tillbaka till 6,25 euro.

Casino har inte förklarat till mig varför är pengar som jag har omsatt redan en gång tillbaka till 6,25 ?

Vad betyder det, tänk om jag selar igen nu och om jag vinner då kommer casino igen skicka saldo till 6,25 ???

Flera e-mail kontakt har jag haft med dom men ingen förklarning utan bara att beslut är definitivt!

Det är en av svar som jag har fått :

Dear Boris

Thank you for contacting us.

We understand that you may be disappointed with the outcome of the decision made by the relevant department.

Please be informed that our decision is final and was made in accordance with our terms and conditions.

We would like to inform you that our Terms and Conditions are approved and authorized by the licensing regulator, aiming to ensure that all gaming activities are carried out in a socially responsible manner.

 Kind regards,

Diego

Customer Support Team

Hi, still waiting for an answer and possible help!

Yours sincerely:Boris

Hej, fortfarande väntar på svar och eventuellt hjälp!

mvh:Boris

Dear BorisO

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you BorisO for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Moana Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Hi Peter,

Very kind of you to want to help, but I have lost hope of a positive solution.

Casino is not serious and it was my fault for trusting them.

I just want to clarify things again about how things went.

I got a cashback of 1.5 euros, played with a minimum deposit of about 30 euros, checked the terms and conditions and had to bet at least 0.5 euros for 7 spins which I did, the turnover went quickly because it was only 1.5 euros, after the turnover the balance was immediately reduced from about 28 euros to 6.25 which was according to Moana casino the maximum amount you get.

This time my 6.25 euros is real money, right???

I continued playing because the minimum withdrawal is 100 euros, got up to about 40 euros and suddenly I won a jackpot of 400 euros on the Tre Oaks provider, then it was time to withdraw the entire winnings. Account is verified and previously the casino paid out some winnings but now after 2 days of waiting they delete the balance again to 6.25 on the account which is still empty today!

No point in playing again because if I win the casino will delete the winnings again, but the account now says:

Real balnace :6.25 Bonus balance 0.00 Euro

The person most contacted from Moana casino was someone named Diego who refuses payment and does not want to explain why, but that the decision is final!

Regards: Boris O***

Hej Peter,

jättesnällt av Dig för att vill hjälpa till men jag har tappat hoppet om ett positivt lösning.

Casino är inte seriöst och det var mitt fel för att jag litade på dom.

Jag vill bara förtydliga saker igen om hur har gått till.

Jag fick cashback 1,5 euro, spelade med minsta insättning kom upp till ca 30 euro, kollade villkor och var tvungen satsa minst 0,5 euro7snurr som jag gjorde, omsättningen gick snabbt p.g.a. bara 1,5 euro, efter omsättningen saldo sänktes direkt från ca 28 euro till 6,25 som var enligt Moana casino max belopp som man får.

Detta stund är mina 6,25 euro riktiga pengar eller hur ???

Jag försatte spela eftersom minsta uttag är 100 euro, kom upp till ca 40 euro och plötsligt vann jag en jackpott med 400 euro på Tre Oaks provider, då var det dags att ta ut hela vinsten. Konto är verifierad och tidigare casino betalde ut vissa vinster men nu efter 2 dagar väntetid dom raderar saldo igen till 6,25 på konto som står fortfarande t.o.m. idag!

Ingen idé att spela igen eftersom i fall om jag vinner casino kommer radera vinst igen fast på konto står nu:

Real balnace :6,25 Bonus balance 0,00 Euro

Mest kontaktade person från Moana casino var en som heter Diego som avvisar utbetalning och vill inte heller förklara varför, utan att beslut är definitivt!

Mvh: Boris O***

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear BorisO,

I have tried to contact the Moana Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter