MoonWin Casino - Player's account closure request has been ignored.

Chère équipe Casino Guru,

Je demande votre aide concernant un problème grave avec MonWin Casino.

Depuis 8 mois j'essaie de fermer définitivement mon compte de casino. J'ai envoyé des dizaines d'e-mails et contacté leur chat en direct à plusieurs reprises. À chaque fois, je reçois la même réponse : qu'un responsable me contactera au sujet de ma demande. Cependant, aucun gestionnaire ne m'a jamais contacté.

Il est clair pour moi qu'ils évitent délibérément de fermer mon compte malgré mes demandes répétées. Je les ai explicitement informés que j'avais un problème de jeu et que je voulais que mon compte soit fermé pour des raisons de jeu responsable.

Malheureusement, depuis ma première demande de clôture en mars j'ai perdu environ 45000$ . Pendant cette période, MonWin Casino a continué à m'envoyer des courriels promotionnels et des offres de bonus, m'encourageant à continuer à jouer au lieu de traiter ma demande de fermeture de compte.

Pourriez-vous m'aider à fermer définitivement mon compte ? Les e-mails et les communications par chat en direct ont été complètement inefficaces.

Je voudrais également demander si, étant donné que j'ai informé le casino de mon problème de jeu et que j'ai demandé à plusieurs reprises la fermeture du compte, je pourrais avoir des raisons de demander un remboursement de l'argent que j'ai perdu après ma demande initiale de fermeture.

Merci pour votre temps et votre aide. J'ai hâte d'avoir de vos nouvelles.

Cordialement,

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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cryptocurrency transactions that may occur due to the technical nature of cryptocurrency payments, may still be withdrawn manually upon request via our customer support channels.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.

Dear Karla,

Thank you for your response.

To answer your questions:

1. Support Contact: Yes, I have repeatedly contacted customer support via email at support@moonwin.com requesting the immediate and permanent closure of my account.

2. Proof Sent: I have forwarded the full copies of my initial self-exclusion requests, complete with exact timestamps, directly to your email at karla.m@casino.guru.

Important Update:

Following the opening of this complaint, the casino has finally closed my account today. However, because MoonWin Casino failed to respect my self-exclusion requests over the past 8 months, I was allowed to continue depositing via Interac e-Transfer while my account should have been disabled.

Therefore, I am officially requesting a full refund of all deposits made from the moment of my first self-exclusion request until the final closure of the account today (totaling $45,000 CAD).

Since my deposits were made via Interac, I request the refund to be sent back via Interac e-Transfer or direct bank transfer.

Thank you for your mediation.

Best regards,

Sabrina777

Dear Karla,

I would like to clarify key details regarding my exact timeline and provide additional evidence for my case.

On March 31, 2026, I sent an explicit written request to ⁠support@moonwin.com⁠ demanding immediate and permanent self-exclusion due to gambling problems. I have already forwarded the full copies of these original emails (complete with exact dates and timestamps) directly to your email at ⁠karla.m@casino.guru⁠.

Despite my clear self-exclusion request, MoonWin Casino took no action for months. Instead, they kept my account active and assigned me a dedicated VIP Manager. Remarkably, despite being designated as a VIP player, my assigned representative never once communicated with me directly to address my repeated requests for account closure.

It was only on August 30, 2026—following the opening of this public complaint—that MoonWin's VIP Team finally sent me a deactivation confirmation email and closed my account.

Because MoonWin Casino completely failed to enforce self-exclusion following my March 31, 2026 request, I was permitted to continue depositing via Interac e-Transfer for 5 months while my account should have been permanently blocked.

Therefore, I am officially requesting a full refund of all deposits made between March 31, 2026, and the final account closure on August 30, 2026 (totaling $45,000 CAD). Since these deposits were made via Interac, I request the refund to be processed via Interac e-Transfer or direct bank transfer.

Thank you for your ongoing mediation.

Best regards,

Sabrina777

Dear Sabrina777,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor, (igor.p@casino.guru)

. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Player and Casino Guru Team,

We would like to confirm that the player's account has been closed and is no longer accessible.

Kind regards,

MoonWin Casino Team

Dear all,

I would like to apologize for the late first reply, as it seems that my first message was initially not sent.

Dear Sabrina777,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the MoonWin Casino and I hope that together we will come to a successful resolution of your issue.

Dear MoonWin Casino,

Thank you for joining the complaint.

Could you please provide additional information regarding the issue and clarify the situation?

The player has been trying to self-exclude since March 2026, but all of their attempts have failed.

I would also appreciate it if you could provide us with all relevant evidence, including the player’s deposit and withdrawal history.

Thank you in advance for providing this information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.