The player from Quebec has been trying to permanently close her account at MonWin Casino for eight months due to a gambling problem, but has received no response beyond automated replies. Despite her repeated requests, the casino has continued to send promotional materials, resulting in a loss of approximately $45,000. She seeks assistance in closing her account and inquiring about a possible refund for her losses.
MoonWin Casino - Player's account closure request has been ignored.
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2d 12h 4m 6s
MoonWin Casino
Safety Index 2.0 Very lowCase summary
Discussion
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1 week ago
Translation
Dear Casino Guru team,
I am requesting your assistance regarding a serious problem with MonWin Casino.
For the past eight months, I've been trying to permanently close my casino account. I've sent dozens of emails and contacted their live chat multiple times. Each time, I receive the same response: that a manager will contact me regarding my request. However, no manager has ever contacted me.
It is clear to me that they are deliberately avoiding closing my account despite my repeated requests. I have explicitly informed them that I have a gambling problem and that I want my account closed for responsible gambling reasons.
Unfortunately, since my initial account closure request in March, I have lost approximately $45,000. During this time, MonWin Casino continued to send me promotional emails and bonus offers, encouraging me to keep playing instead of processing my account closure request.
Could you help me permanently close my account? Emails and live chat communications have been completely ineffective.
I would also like to ask if, given that I informed the casino of my gambling problem and repeatedly requested account closure, I might have grounds to request a refund of the money I lost after my initial closure request.
Thank you for your time and help. I look forward to hearing from you.
Sincerely,
Automatic translation:
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5 days ago
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5 days ago
Dear Sabrina777,
Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.
I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:
"Self-Exclusion Limit. You can set a Self-Exclusion Limit for a definite period of time (6 months, 9 months, 1 year) or indefinitely. Upon activation, your Player Account will immediately be disabled and you will be excluded from all promotional offers for the selected period. You will not be able to make fiat currency deposits while the limit is active. However, remaining balances, including any successfully processed cryptocurrency transactions that may occur due to the technical nature of cryptocurrency payments, may still be withdrawn manually upon request via our customer support channels. The funds remaining on balance will be paid according to the casino limits. Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds.
To set the limits, please follow the link or alternatively, feel free to reach out to us via LiveChat or by support@moonwin.com"
To better understand your case, could you please clarify a few points?
- Did you try to contact support also through the mentioned e-mail regarding your self-exclusion?
- Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
