Moana Casino - Player’s winnings are unjustly confiscated.

I requested a withdrawal of 500€ and my total winning was €1,580.88 from MoanaCasino after playing with real money funds. The withdrawal was cancelled and my entire account balance was removed. The casino claimed I violated their Terms & Conditions by allegedly using a VPN or submitting forged documents.

These accusations are completely false. I did not use a VPN, and I submitted genuine documents. My winnings were generated from real-money gameplay after the bonus had already been converted. I continued playing for weeks without making new deposits.

MoanaCasino provided no evidence for their claims and refused to reconsider. I believe this is an unjustified confiscation of funds and request Casino Guru to help mediate the issue.

Thank you for your support.

Leonhard S.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

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.

• Have you passed the full KYC verification before your account was blocked?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Best regards

Veronika

Ich habe die KYC erfolgreich abgeschlossen. Ich habe dazu Beweise, weil mir dies per Mail bestätigt wurde. Ich habe ausschließlich Sportwetten platziert.

Thank you for your patience throughout the complaint process.

Please understand that if your profile was fully verified, your balance was confiscated, and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika