The player from Bangladesh had experienced an issue with the casino after being informed that his country was restricted. This contradicted their terms of service and the country restriction had been updated after he registered. He claimed to have $33000 worth assets on the platform. The player had provided all the necessary information and proofs to support his claim. However, despite our efforts to involve the casino in the resolution process, we received no response from them. Consequently, we had to close the complaint as 'unresolved', which negatively impacted the casino's rating. Unfortunately, we couldn't provide a satisfactory solution to the player's issue due to the casino's lack of cooperation.
Moon Roll Casino - Player's country has become restricted retrospectively.
Black points: 5759
Amount: $33,000
Moon Roll Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.3
Moon Roll Casino has a Safety Index of 3.3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
9 months ago
Public
Public
10 months ago
https://moonroll.io/
They required me to submit the ID documents and I did.
After a few days later, they responded me that my country is the restricted
But when I checked their ToS, they didn't include my country and recenntyle updated.
By adding only my country- Bangladesh
Here is the proof.
https://web.archive.org/web/20240117201831/https://moonroll.io/terms-of-service
https://web.archive.org/web/20240117201831/https://moonroll.io/terms-of-service
I have $33000 worth of assets in their platform but they removed without any notify.
Public
Public
10 months ago
Dear istiak,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Moon Roll Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify if you used any VPN or IP-masking software to access the casino website?
When exactly did you register at the casino?
Was the personal information you provided to the casino always true and up-to-date?
Could you please forward the email you received from the casino regarding taking away your winnings? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.
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
Public
Public
10 months ago
Could you please specify if you used any VPN or IP-masking software to access the casino website?
No I didn't.
When exactly did you register at the casino?
I joined at 2 months ago, Nov 2023.
Was the personal information you provided to the casino always true and up-to-date?
Yes, and they verified my ID.
Public
Public
10 months ago
Here is the proof of their test site.
https://web.archive.org/web/20240117201849/https://test.moonroll.io/terms-of-service
Public
Public
10 months ago
Also actually that was my 2nd KYC submission and they allowed my 1st KYC submission.
Well I was able to get a lot of winnings in slots and they required me to submit detailed documents.
After that they suddenly add my country to restricted areas and said me that my country is restricted.
When I first signed up, I check it multiple times and my country wasn't in the restricted areas.
Public
Public
10 months ago
Thank you very much, istiak, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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.
Public
Public
10 months ago
Hello, istiak!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
Public
Public
9 months ago
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.
Public
Public
9 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.
Best regards,
Pavel K
Casino Guru Team
