The player from Germany faces a cancellation of his €500 withdrawal request and the removal of his entire account balance at MoanaCasino, who accused him of violating Terms & Conditions by using a VPN and submitting forged documents, which he denies. He highlights that his winnings came from legitimate gameplay and seeks assistance from AskGamblers.
Moana Casino - Player’s winnings are unjustly confiscated.
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Current status
Waiting for Casino Guru to reply
5d 15h 23m 49s
Moana Casino
Safety Index:Very lowSafety Index
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2.1
Moana Casino has a Safety Index of 2.1, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case summary
Discussion
Public
Public
2 days ago
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.
Public
Public
yesterday
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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
