MoonWin Casino - Player requests a cooling-off period for responsible gambling.

Hi there, on the 16/04/26 I emailed the support after trying there live chat multiple times, but basically I emailed asking for a 6 week ban as my gambling was getting out of control as soon as my wage hit my account as a 23 year old it was all going into Moonwin, I have emailed since multiple times and no rely I’ve since gambled about 4k and still can’t stop due to acess to the account

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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 note that in order to consider a refund of lost deposits related to responsible gambling measures, we need clear evidence that the player requested a self-exclusion due to a gambling problem for a period of at least 6 months or longer. Short cooling-off requests cannot be considered equivalent to a proper self-exclusion in this context. Moreover, in the screenshots you provided, there is no clear indication of the reason for your request for a cooling-off period. A short break from gambling alone does not necessarily indicate a gambling problem, and therefore, we are unable to proceed with a refund based on the information currently available.

However, we can assist you with the proper closure of your account if you would like to proceed in that direction.

When requesting a self-exclusion, it is very important to clearly state the reason for your request and specify the exact duration of the exclusion period. The subject line should also be clearly labeled, as casino support teams receive a high volume of requests daily. A clear subject helps ensure your request is processed correctly and without delay.

Additionally, we strongly recommend keeping a copy of your self-exclusion request (email, chat transcript, or screenshot), as this can serve as important evidence in case of any future disputes or misunderstandings.

Example of a proper self-exclusion request:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings MoonWin Casino,

I am writing to request immediate self-exclusion from your casino and to be removed from all gambling-related marketing communications for a minimum period of xxx months/years (or permanently).

The reason for this request is gambling addiction.

I acknowledge that this self-exclusion cannot be reversed before the agreed period expires."

Please fill out this template, send a new email to MoonWin Casino, and kindly add my email address (veronika.f@casino.guru) in CC so I can stay informed about further developments.

Thank you in advance for your cooperation. I hope we will be able to assist you further.

Best regards,

Veronika

I have sent the email in the proper format for proper self exclusion

Thank you for your response.

Have you received any reply from the casino in the meantime? If so, kindly forward the most recent communication between you and the casino customer support to me at veronika.f@casino.guru.

Also, please forward the self-exclusion request you sent to the casino, as I have not received any emails from you yet.

Thank you for your time and cooperation.

Dear Pasloc,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru