MoonWin Casino - Player’s account closure request is ignored.

I have made numerous attempts to close my account due to gambling addiction and they will not do it ; instead offering me bonuses , saying they are licensed, etc and will not close it I have sent at least 5 emails asking for account closure and have also communicate prior to that in the live chat asking them to close it . I am requesting refund for deposits made after initially allowing a person with a gambling addiction to continue to use their site

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Dear Kl1989,

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cryptocurrency transactions that may occur due to the technical nature of cryptocurrency payments, may still be withdrawn manually upon request via our customer support channels.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

• Could you please send me a copy of your self-exclusion request in which you informed the casino about your gambling problem? If possible, please include the entire email conversation with the casino. You may attach it directly to this complaint or send it to karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.