MoonWin Casino - Player's account closure has been delayed.

Hi I have ask in a chat to close my account they referred me to vip email address. I have email every day and request my account close self-exclusion I’m block inn Ontario. I have lost so much money and ask for help that they close my account. I foot replies with nothing. Weird email like I have a fever. Or emoji. It’s weird and scammy . I want my money back I have proof email I have statement. I should be aloud to have my money back from the day I request the closer June 30th.

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Dear vicky2289,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika