Moana Casino - Se ha denegado la retirada del jugador.

The casino rejected my withdrawal and refuses to give the exact reason.

I have now asked three times for the exact reason and documents of the evidence they accuse me of using as grounds for rejecting the payment.

They only reply that "the decision has been made and cannot be reviewed...

Kasino hylkäsi kotiutukseni eikä suostu kertomaan tarkkaa syytä.

Olen nyt kolme kertaa pyytänyt tarkan syyn ja dokumentit todisteista joista minua syyttävät maksun hylkäämisen perusteina.

Vastaavat vain että " päätös on tehty eikä sitä voi tarkastella...

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Kaleirma,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

There have been no problems with withdrawals in the past.

Kyc done and approved.

The first time was in 2025 and new bank statements were requested in 2026, which were also approved.

I haven't used any bonuses, so I got the winnings without any bonuses that they rejected.

Ei ole aiemmin ollut ongelmia kotiutuksissa.

Kyc tehty ja hyväksytty.

Ensimmäisen kerran 2025 ja uudet tiliotteet pyysivät 2026 jotka hyväksyttiin nekin.

En ole käyttänyt bonuksia,eli ilman bonuksia saatu tuo voitto minkä hylkäsivät.

Thank you for your reply and for providing the previous details, Kaleirma.

• Could you please clarify the exact date when you requested the withdrawal?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Kaleirma,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have sent all the information you requested to the email address you provided some time ago.

Olen lähettänyt kaikki pyytämäsi tiedot antamaasi sähköpostiosoitteeseen aikoja sitten.

Hello Kaleirma,

We would like to update you that due to Petra, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petra has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petra will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply and for providing the previous details, Kaleirma.

Could you please clarify whether there is any chance that you used a VPN while playing at the casino? Once I receive your confirmation, I will be able to proceed with the case to the next step.

Thank you again for your cooperation.

I didn't use it.

I don't even know what it is.

I used a regular home internet connection.

En käyttänyt.

En edes tiedä mikä se on.

Tavallista kotinettiä käytin.

Dear Kaleirma

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello Kaleirma,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will attempt to contact the casino team to see if I can assist you. However, I must inform you that Moana Casino has not been particularly cooperative in resolving player complaints with us in the past, and they currently have several unresolved complaints, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. Nevertheless, I will reach out to them and endeavour to find a way to help resolve the matter if possible.

We would like to invite Moana Casino to join the conversation.

Dear Moana Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

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 Kaleirma,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their 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, if you wish to pursue your case further you can contact the Curaçao Gaming Authority (CGA) and submit a complaint to them via email at complaints@cga.cw.

Although CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law, so it might be worth a try.

You might find our article How to submit a complaint to a regulator | Casino Guru useful. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option. Regrettably, this is where any potential assistance from our end concerning your case concludes.

For the future, I highly encourage you to select casinos based on their reviews and ratings, opting only for those that are well-established, licensed, and highly regarded to minimize encountering similar situation. I regret that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru