MoonWin Casino - Player has been struggling with her self-exclusion requests.

Moonwin failed to action repeated self-exclusion requests from a player who disclosed a gambling addiction; refusal to address consequent losses.

SUMMARY OF REQUESTS:

1. 25 April 2026 I submitted an account closure request to MoonWin
2. 29 April 2026 I submitted a second request in which I expressly disclosed that I have a gambling addiction and would like to be SELF EXCLUDED: MoonWin replied confirming that my request had been received and was under review. No exclusion was applied and no further contact followed.
3. I followed numerous times between 30 April 2026 and 3 May 2026. No messages received a reply. My account remained fully open and functional and I continued to incur losses.
4. On 12 July 2026 I submitted a further formal self-exclusion request, again expressly citing gambling addiction
5. Between 13 July 2026 and account closure I requested updates, followed up stating gambling addiction multiple times by, WhatsApp, and in site chat and was told my message had been received and to just "wait" - nothing was actioned.
6. I continued to follow up across multiple channels until 18 July 2026.
7. On 19 July 2026 I sent a final notice stating that I would be contacting my bank, casino guru, and the gaming board if my account was not closed and refunds processed for losses.

MoonWin closed my account shortly afterwards - approximately twelve weeks after my original request, and only once its revenue was threatened. It has never responded to my request for a refund of the losses I incurred during the period of its inaction.

This is a single continuing breach, first raised with the operator on 25 April 2026 as account closure and officially stated in writing as gambling addiction on 29 April 2026 - raised without interruption thereafter until the account was closed on or about 19 July 2026.

REMEDY SOUGHT

1. Refund of good faith of the deposits and net losses incurred from July 12th 2026 until account closure.

2. A finding that the operator breached its self-exclusion and complaint-handling obligations.

3. Confirmation of permanent exclusion across all sites operated by this licensee.

Evidence log attached.

[email address hidden by Casino Guru] | July 26th 2026

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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.

• Did you contact customer support between May 3 and July 12, either via WhatsApp, email, or live chat, to ask about the status of your self-exclusion request? Did you access your casino account during this period and continue playing?
• Were you contacted by any VIP managers or other casino representatives between May 3 and July 12?
• When was your account finally closed? If you received any email confirmation of your account closure, please forward it to me at veronika.f@casino.guru.
• Have you received any messages from the casino regarding a possible refund of your lost deposits?
• Did you make any withdrawals from your casino account after April 29, when you first requested to be self-excluded due to gambling addiction?

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

Hi Veronika,

Answers below:

Did you contact customer support between May 3 and July 12, either via WhatsApp, email, or live chat, to ask about the status of your self-exclusion request? Did you access your casino account during this period and continue playing?

• No I did not but continued to receive promo emails from them on the following dates: May 31st, June 3rd, June 4th, June 5th, June 10th.
• I deposited again on June 10th after one of the promo emails and got an email acknowledging the VIP status and basically a welcome back... but nothing about my self exclusion.
• I was able to refrain from playing from May 31st to June 10th but the constant emails with promos made it impossible.

Were you contacted by any VIP managers or other casino representatives between May 3 and July 12?

• June 10th I had a VIP message about free spins added to my account.
• June 14th I had a VIP email from them acknowledging my deposit may not have worked.
• July 3rd I received a cash bonus from my VIP manager Kevin

When was your account finally closed? If you received any email confirmation of your account closure, please forward it to me at veronika.f@casino.guru.

• I received an email that was title 1Bonus? Two right now please - and the body of the email just said "your account has been restricted" and was from my VIP manager Kevin.

Have you received any messages from the casino regarding a possible refund of your lost deposits?

• No acknowledgement of my emails AT ALL.

Did you make any withdrawals from your casino account after April 29, when you first requested to be self-excluded due to gambling addiction?

• Yes I did make some withdrawals, but the losses far surpass the deposits.

Sent over the closure email and it was on July 19th I received that. I followed up twice on that chain on a refund request.

Also if possible can we remove my email from the public thread?

Dear jjones13

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,

Veronika

Thank you so much. I appreciate it. If it helps at all - I did a test this past week to see what the usual self-exclusion process looks for a regular user at this casino and it appears they completely took advantage of the fact I was VIP and depositing a lot. Very upsetting 🙁

Hello jjones13, 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.

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 Matej,

We would like to confirm that the player’s account has now been closed.

We take all communications related to responsible gaming very seriously. After reviewing the case, we can confirm that the account is no longer active and no further access is possible.

Best Regards,

MoonWin Team

Thank you for the confirmation, dear MoonWin Casino. Could you please e-mail me (matej.l@casino.guru) player's cashier history showing deposits and wihdrawals made between 29/04/2026 until the accoutn closure? This will help me to review the data and see if the player is eligible for a refund. Thank you.

I have already attached all of that in screenshots in the original file. I deposited over $20,000 but showed the deposit history only since I requested the second time.