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...

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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.

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