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.

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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