The player from Italy had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The issue was resolved after the player completed the required verification process, which led to the successful processing of the withdrawal and receipt of winnings. We marked the complaint as 'resolved' in our system following the player's confirmation of the resolution.
Moana Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
Moana Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
9 months ago
Translation
Greetings,
I am writing to ask for your help/support regarding some problems with delayed withdrawals and account verification that I am having with a MOANA CASINO, a casino that I notice is not present in your list of casinos (perhaps because it has only recently opened). In this casino since I signed up I have always and only deposited with Flexepin voucher codes purchased online. From the very beginning I attached all the documents directly from the profile. In fact, after a few days on the home page it was written and checked ✔️ "KYC VERIFIED PROFILE" in green. In the following days that I deposited I managed to win €500 (without using any bonus or free spin!), because I had refused them. On Sunday 20 April I asked for a withdrawal via Bank Transfer. On Tuesday 22 they canceled it asking me for another document (identity document with selfie) and I immediately uploaded it to the game account within a few minutes and immediately afterwards consequently I asked for the withdrawal again. Yesterday, April 23rd they replied to me via email thanking me for attaching the document they requested for verification. A few minutes ago they canceled my withdrawal again telling me, via email, that they need another document, namely a PDF from my bank with my name, surname, bank name, IBAN and SWIFT and BIC code clearly visible. The thing that makes me angry and furious 😡 is that last Sunday among the documents I attached to my gaming account I also attached this bank statement that I sent them today. And on Monday, April 21st they sent me an email telling me that they didn't need that document!!!😡😡😡😡😡 Now anyway I have attached this document from the bank (statement) and of course I requested the withdrawal via Transfer Bank again. I SHOULD NOTE that in their terms and conditions they process the withdrawal request within 3 days, even working on weekends.
Below I attach a screenshot where you can see my profile already verified and the link of this casino.
Automatic translation:
Public
Public
9 months ago
Dear Ragmn82,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
9 months ago
Translation
Greetings,
finally after endless requests for different documents for verification, my withdrawal was processed and today I received my winnings.
Thanks again for your assistance and support
Automatic translation:
Public
Public
9 months ago
Dear Ragmn82,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Nick Bacon
Casino.Guru
