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.

Jessicaannejones96@Outlook.com | 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