Moana Casino - Player's account is closed after being blocked.

My complaint concerns a casino called moanacasino16. I have previously blocked all the casinos of the Famagous BV Company and requested the blocking but I was still able to deposit at moanacasino16 and create a user. Now my account is blocked. I asked in the chat what the RTP of the reactoonz game is and I got an answer of 84.52% I took a screenshot of it and attached it to this complaint. I recommend everyone to avoid the casino because slot games are illegal and the betting odds are really bad and you can never get the withdrawals through to yourself.

Dear Mntdw,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your account at Moana Casino.

In order to understand the situation better and assist you effectively, could you please provide more information regarding the following questions:

• Do you have any other communications or evidence related to this issue that you can share?
• Could you please explain what the disputed amount represents in this case?
• Do I understand correctly you created multiple accounts in this casino despite self-exclusion?

Your cooperation in providing these details will help us investigate and work toward a resolution.

If you have any relevant communication regarding this matter, feel free to forward it to [email protected].

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Tomas

Dear Mntdw,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I replied to your email.

Dear Mntdw,

The casino doesn't operate under licenses that mandate self-exclusion to be applicable to online casinos that are associated with each other.

If you ask for a self-exclusion due to gambling addiction in one, it might not apply in another. To be protected, you need to request a self-exclusion due to gambling problems in each online casino where you register an account.

Please check our responsible gambling hub and our self-exclusion tool, which might help you with that: https://casinogurufi.com/fi/vastuullisten-rahapelien-opas

Please let me know whether the account you have in the casino is closed.

Thanks in advance for your reply.

Dear Mntdw,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.