Moana Casino - Player's winnings are confiscated.

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!

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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

Hi, still waiting for an answer and possible help!

Yours sincerely: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 ([email protected]). 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***

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.