Moon Roll Casino - Player's country has become restricted retrospectively.

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.

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

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.

Here is the proof of their test site.

https://web.archive.org/web/20240117201849/https://test.moonroll.io/terms-of-service

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.

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.

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!

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.

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