Moana Casino - Pelaajan voitot on takavarikoitu.

After I verified my account and completed KYC, I requested a withdrawal of NOK 3,745.59 on July 30, 2025. The following day, I received an email from Support stating that the withdrawal had been canceled and that NOK 2,249.64 had been removed from my balance with the following explanation:

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:

(i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")

(ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active

(iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group

(iiii) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

Lastly, please note that the amount of your last deposit remains in your account.

The claim that I have violated this provision is not substantiated and has no basis in reality. As I see it, they are depriving me of my winnings without any contractual grounds. I hope you can assist me with this matter.

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.

Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a screenshot or a link to it.

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Were your identity documents approved during KYC, or was your account blocked before the casino confirmed that you successfully passed the verification?

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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you for your response.

I have not used any bonuses. I made one deposit (NOK 1496,47) on May 17th. without utilizing the bonus offer.

I have not used VPN or IP-masking software.

I've mostly places sports bets, but played some slots on June 5th.

My identity documents were approved during KYC and I got confirmation that I had successfully passed verification. Thereafter I tried to do the withdrawal, which was cancelled, before they removed my winnings.

Best regards

Kristian

Could you please let me know if the majority of your winnings came from betting activities? Did you also have any winnings from slot games, or were they exclusively from betting?

Deposit: NOK 1496,47 (May 17th)

Balance before playing slots: NOK 5407,70 (June 6th, 10:50)

Balance after playing slots: NOK 4 996,70 (June 6th, 14:30)

• Largest win NOK 304,50

Closing balance: NOK 3 745,59

Profit from sports bets, and NOK 411,00 loss on slots.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello there,

Thank you stoback7 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!

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 stoback7,

I have tried to contact the Moana Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter