MoonWin Casino - Player demands refund after account closure refusal.

I repeatedly requested self-exclusion and account closure due to a gambling addiction starting January 26, 2026. Despite over 60 emails explicitly stating I have a gambling problem and cannot have access, Moonwin refused to close my account and instead offered bonuses to retain me. I continued to lose money as a direct result of their failure to act on my self-exclusion requests. I am requesting a refund of all deposits made after my first request on January 26, 2026.

i have 60 more screenshots

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MoonWin Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you? If it's closed, when was it closed?
• Could you please forward the communication in which you informed the casino about your gambling issues to me? Please share the information with timestamps to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Hi Tomas,

Thanks for getting back to me. I have sent you an email with all the documentation.

To your questions:

• I still have access
• Forwarded and I have more documentation if you require deposit/withdrawal timestamps
• Last allowed me to deposit on the 15th
• The casino has not responded, when I requested self exclusion through support (i also did through vip and whats app - all included in documentation) said they cant find my email associated with an account which is a false statement as I have over 60+ corresponds with them replying, as well as promos etc all to my email address.

Please let me know if you got my email.

I look forward to your responses and thank you again.

Hi Tomas,

I checked this morning if I still had access to the casino and I did, I just checked again and now it says my account is disabled but they still have not responded to any of my emails.

Dear Moonwinsux,

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, Matej (matej.l@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,

Tomas

Hello Moonwinsux, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of MoonWin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello!

We would like to inform you that the account has been disabled. With that we confirm that user no longer has access to it.

Best regards,

MoonWin Team

Thank you for the account closure confirmation, dear MoonWin Casino, much appreciated.

In order to bring this complaint to a close, could you pelase e-mail me (matej.l@casino.guru) player's cashier history showing deposits and withdrawals during 26/01/2026 - 01/06/2026? 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.

Dear Moonwinsux,

I have tried to contact the casino repeatedly via e-mails and Teams, but 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, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Tobique Gaming Commission and submit a complaint with them. To do this, please go to the casino's website and look for the Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. While there, I would also strongly recommend clicking the Request Self-Exclusion button and use this feature as well.

Lastly, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej