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cryptocurrency transactions that may occur due to the technical nature of cryptocurrency payments, may still be withdrawn manually upon request via our customer support channels.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

I have emailed you 5 screenshots of emails showing I have asked to close account and self exclude and they still have my account open and allow me to deposit etc

Now my account has been disabled but as of earlier this morning it was fully accessible. I am requesting partial refund similar to the other two users in the resolved complaints section of moonwin reviews on casino guru as they attempted to close and self exclude their accounts but moon win didn’t close it - allowing them to still deposit . They were given refunds as per their complaints thread . I submitted 5 different emails to close my account with two mentioning gambling problem and to self exclude and they did not do either . They now have disabled my account finally but I believe that is because I have contacted casino guru

Dear Kl1989,

Thank you very much for your reply.

• Could you please send me copies of all the emails you sent to the casino regarding your account closure and self-exclusion requests, as well as any other relevant communication you had with the casino regarding this matter?

Please send the complete communication, if available, to karla.m@casino.guru.

This will help me establish the timeline of your requests and review how the casino responded to them.

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

Karla M.

Ok will email you now

Hi what is the status

Thank you for following up.

I am sorry, but I am unable to locate your email in my inbox.

Could you please let me know which email address you used to send the communication to me so I can try to locate it? Alternatively, could you please resend the email with the relevant screenshots and communication to karla.m@casino.guru?

Thank you very much for your cooperation.

Karla M.

Dear Karla,

Thank you for your patience. We would like to confirm that the player’s account has now been closed. 

Best Regards,

Moonwin Team

My account has been closed but I am requesting refund of deposits made after my multiple requests

Dear Kl1989,

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 Kl1989,

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 confirming that the player’s account has been closed. I now need to assess the outstanding refund request.

Please provide:

1. Your mailbox and account-note records showing when the player’s account-closure and responsible-gambling requests were received and handled.
2. The complete account ledger from the first gambling-problem disclosure until closure, including deposits, withdrawals etc.

As these records contain private account information, please send them to me at igor.p@casino.guru.

Thank you.

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.

Thank you I am asking for all or half of the deposits to be refunded as they did not close my account as asked . I saw they also did this for another former member as well .

Dear Kl1989,

Regrettably, due to the casino's lack of response in this case, I have no choice but to close this complaint as unresolved. Even though there was an initial response, without the casino's cooperation, a thorough investigation is simply not feasible. I understand this is not the resolution you were hoping for.

However, the decrease in the casino's rating due to unresolved complaints may encourage them to change their approach. Should the casino decide to cooperate in the future, we will reopen the complaint and notify you via email.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by New Brunswick and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

Best regards,

Igor