The player from Ontario requested account closure for self-exclusion, but despite daily emails to the casino's VIP address, she received unhelpful replies. She expressed frustration over the lack of response and requested her money back from the date of her closure request on June 30th. We reviewed the evidence and could not request a refund of her winnings, because her messages asked for closure/self-exclusion but did not clearly state gambling addiction or a gambling problem as the reason. As a result, we could not conclude that the casino was aware she needed protection from further gambling, and her account was now closed with no further action available.
MoonWin Casino - Player's account closure has been delayed.
Closed
Our verdict
Other
Amount: C$12,000
MoonWin Casino
Safety Index 2.0 Very lowCase summary
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