Moana Casino - Player’s account blocking request is ignored.

Ich versuche seit über einem Jahr mein Konto bei Moanacasino zu Sperren wegen Spielsucht.

Ich habe das Casino bereit mehrfach angeschrieben und um Sperre gebeten. Das Casino ignoriert meine Bitte trotz mehfachem Kontakt und rückschreiben.Seit letztem Jahr habe ich natürlich wieder mehrere Huntert Euro verloren.

Ich habe weiterhin versucht mich sperren zu lassen und seit gestern bietet mir das Casino nun Bonis ohne Einzahlung an damit ich weiter spiele, in dem selben Schreiben, in dem ich nochmals wegen Spielsucht zur Sperre gebeten habe.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Moana Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you unsubscribed from the casino's marketing communication?
• Which channels does the casino use to contact you with advertisements and offers?
• When was the last time the casino allowed you to deposit?
• Could you please share with me your communication with the casino regarding the issue, including the self-exclusion requests or requests for player protection? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hallo

Ich habe dir,was ich habe per Mail geschickt.

Ich habe dem Casino keine Zustimmung für Werbung oder Kontakt gegeben.Ich bekomme jeden Tag Mails von dem Casino.

Die letzte Einzahlung war vor einigen Tagen und auch die letzte bitte zur Schließung wegen Spielsucht. Hier habe ich nun einen Bonus von 30€ ohne Einzahlung bekommen dafür,damit ich weiter bei Moana Spielen soll und noch einen Zettel was ich unterschreiben soll falls ich doch schließen will.

Seit über einem Jahr bitte ich um Schließung und kommen die mit neuer Masche und Unterschrift leider.

Dear kenzoela,

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, Matej (matej.l@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,

Tomas

Danke

Hello kenzoela, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Moana Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hallo Matej,

Was genau braucht ihr noch?

Ich habe Euch die Mails gesendet die ich habe.

Seit über einem Jahr versuche ich mein Konto sperren zu lassen.Ich habe mehrmals versucht per Chat sperren zu lassen,immer wieder wurde ich darauf hingewiesen, dass ich es per Mail einreichen muss,was ich auch mehrmals versucht habe.In den Mails ist klar herauszulesen das ich auch immer wiede Antworten mit der Frage bekommen habe wie lange das Konto gesperrt werden soll.Meine Antwort ist immer die selbe gewesen:Konto für immer Sperren wegen Spielsucht aber das Konto ist immer noch geöffnet.Seit Kurzem bekomme ich eine Antwort, dass ich ein Bonus bekomme wenn ich bleibe oder ein Formular unterschreiben muss für die Sperre.Das ist jetzt neu.Wie soll man einem Casino eine Unterschrift für etwas schicken was so unseriös ist und es ist immer noch keine Garantie zur Sperre.

Dear kenzoela, since we have all the information necessary from yourself, the message is intended for the casino representative:

 I would also appreciate if the casino could provide us with any and all relevant evidence.

However, given the safety index of 1.8 and to manage your expectations accordingly, I am not expecting much of a resolution in this case. However, I will try few more times to contact the casino representative, to see if they will be willing to mediate.

Danke

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 kenzoela,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

To stay safe from this casino (and many others), I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej