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

Hello,

I have requested multiple times for the support to close my account as I am spending too much money on this website and unlike other online casinos, you are not able to self exclude yourself. Everytime you message or email support they dance around your question or just not reply. Very frustrating as I am trying to stop gambling which is very hard and they make it harder. I have asked for them to close my account, set a deposit limit, and to self exclude for a year and they have not done any of them resulting in almost $6500 lost after my request. I need my account closed and reimbursed that money lost after request as they are not following proper guidelines.

Thank you

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Dear Greenbrick18,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello Veronika,

I have forwarded you a few email threads from moonwin where they ignore any requests of mine.

Thanks

Thank you for your emails.

When we investigate failed self-exclusion cases involving refund requests for lost deposits, we need clear evidence that the player explicitly informed the casino about their inability to control their gambling behavior and requested self-exclusion, but the casino failed to act and protect the player.

It is essential that the request contains wording that can be immediately recognized as indicating a gambling problem, which should trigger the self-exclusion process. In your case, you mentioned that you wanted to close your account for a year because you were spending too much money. Unfortunately, this alone is not sufficient to clearly indicate a gambling problem. Therefore, we are unable to request a refund of the deposits lost following your initial account closure request. However, we can still assist you with setting up proper self-exclusion.

When applying for self-exclusion, it is important to clearly state the reason for your request and specify the exact duration of the exclusion. Please also ensure that the subject line of your email is clear and easy to recognize, as casino support teams often handle a high volume of requests. A properly labeled email increases the likelihood of your request being processed promptly.

Additionally, I strongly recommend keeping a copy of your self-exclusion request (such as a sent email, chat transcript, or screenshot). Having valid proof can be very helpful in case of any future disputes.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s information:

First name:

Last name:

Date of birth:

Casino login:

Email address:

Email text:

"Greetings MoonWin.com Casino,

I am writing to request immediate self-exclusion from your casino and to stop receiving any gambling-related marketing materials for a minimum period of [xxx months/years/lifetime].

The reason for my request is gambling addiction.

I acknowledge that I will not be able to reverse this self-exclusion during the selected period and that it cannot be lifted before the agreed time has passed."

Please send a new self-exclusion request to MoonWin.com Casino (support@moonwin.com), add my email address (veronika.f@casino.guru) to CC, and keep me informed about any further developments.

Thank you for your understanding.

Hello Veronika,

Thank you for getting back to me. I appreciate you investigating this for me but I am unsatisfied with the result of no reimbursement. I clearly stated that I was losing too much money and needed an account closure but they neglected to reply to my email allowing me to gamble more.

When asking for a deposit limit they answered but never proceeded to implement they changed request when I specifically said I am spending too much money time and money on their website.

When I asked for my account to be closed, I used specific words you said are needed and they also didn’t follow through. "Please close my account permanently. I am not gambling responsibly and it is getting out of control."

They are not protecting players like myself. I will require a reimbursement of all fund lost from date of original closure request as I would not have lost any of that money.

Looking forward to hearing from you.

Thank you for the additional screenshots.

Before I forward your complaint to our resolver, could you please specify whether your account is still accessible or if it has been closed in the meantime? If the account has been closed, please let me know when exactly the casino closed it. Also, if you received any email notification regarding the closure, kindly forward it to me as well.

Thank you for your cooperation.

Hello,

It looks as they finally closed my account. I didn’t receive any email or confirmation from them so I don’t know when this actually happened. I can tell you this happened after I submitted a complaint on this website about them though.

Could you please clarify whether you made any deposits into your casino account after April 7, the date on which you first mentioned in your closure request that your gambling is getting out of control?

Please note that we would not be able to assist with a refund of deposits made prior to April 7, as a request for a deposit limit alone is not typically considered a formal indication of a gambling problem. Phrases such as ‘spending too much time and money on the platform’ or ‘losing more than winning’ do not necessarily confirm gambling harm in itself.

While we acknowledge that customer support should ideally have applied the limits you requested, this situation alone would not be sufficient for us to pursue a refund on your behalf, as we only handle cases involving clearly failed self-exclusion requests. Thank you for your understanding.

Hello Veronika,

Yes I had made many deposits after April 7. Going through my banking it looks as I lost $2500 in that time frame.

As far as before April 7th, it is very upsetting as I tried multiple times to close my account but was neglected by moonwin because I did not use appropriate words. Actively trying to close my account while saying spending too much money should clearly indicate a gambling problem. Not to mention when they just didn’t reply at all.

Thank you for your reply. Could you please specify the timeframe for the deposits you made after 7 April? When did you last deposit into this casino?

Hello Veronika,

Those deposits were made April 18th-23rd with the last deposit being April 23rd at 22:57 and I contacted you the next day to try and get this under control.

Thanks.

Dear Greenbrick18

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, Matej (matej.l@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,

Veronika

Hello Greenbrick18, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of MoonWin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello!

After reviewing the case, we maintain that the player's communication dated April 7 was a requests for account closure.

As already explained by Casino Guru during the investigation, account closure and self-exclusion are fundamentally different processes. To trigger responsible gambling procedures, a player must clearly communicate that they are experiencing gambling-related harm and explicitly request self-exclusion. General statements about spending too much money or requesting account closure do not automatically constitute a self-exclusion request.

Based on the information available, we do not see evidence of a valid self-exclusion request due to gambling problems. Therefore, we do not believe there are grounds for reimbursement of the player's losses.

Nevertheless, once the player's concerns were sufficiently communicated here, the account was ultimately disabled and is no longer accessible.

Kind regards,

MoonWin Casino Team

Thank you for the account closure confirmation, dear MoonWin Casino.

While it is true that we always advise the players to be clear and state their gambling addiction as a reason behind account closure, we also advise casinos to look for signs of distress or gambling issues.

In this case, the player has clearly stated "I am not gambling responsibly and it is getting out of control." That is very clear and very concerning. In addition, the player has in the past requested deposit limits also due to losing too much money and not being able to keep it within self-imposed limits. That, in addition of the above statement, is - according to Casino Guru's player protection rules - quite clearly a sign of addiction and we believe the casino should have acted accordingly.

And as discussed in previous cases - if the suport staff is unsure - they could have asked the player whether he feels like gambling is not manageable or problematic. Investigate. Instead, in this case the player has been actively dissuaded form setting deposit limits, offered bonuses and refused the account closure.

With all the above, Casino Guru sees this as a failure in player protection, and therefore I would like to ask if you could e-mail me (matej.l@casino.guru) player's cashier history showing both deposits and withdrawals for the time period of 07/04/2026 - 29/05/2026. Thank yo ufor your understanding and cooperation.

Hello Matej,

Thank you for your message.

We have carefully reviewed the case once again. After reviewing the full communication history, our position remains unchanged.

The player did not submit a self-exclusion request, and the communications received were handled accordingly. Requests for account closure and requests for responsible gambling self-exclusion are separate matters and are assessed under different procedures.

As such, we do not consider this case to be a failed self-exclusion case and therefore do not see grounds for a refund of the player's losses.

The player's account has already been closed and is no longer accessible. Since the requested account action has been completed and our position regarding the refund remains unchanged, we kindly ask that this complaint be considered resolved and closed.

Kind regards,

MoonWin Casino Team

Dear MoonWin Casino, thank you for your final statement. I respect your stance and will not press any further.

Summary: Review of the conversation between player and the casino revealed a failure in self-exclusion process, starting with VIP manager actively discouraging and refusing the player from applying responsible gambling tool (desposit limit), and later ignoring the clear signs of distress ("I am not playing responsibly and it's getting out of control"). This is against our Fair Gambling Codex as well as against player protection rules, as Casino Guru believes, the VIP manager should have applied the deposit limits instantly, and offer self-exclusion option right after the loss of control was mentioned. Instead, countless bonuses were offered to the playyer, encouraging future unlimited spending.

Dear Greenbrick18, as you can see for yourself, the mediation process was unsuccessful and I am unable to proceed any further. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Kahnawake Gaming Authority and submit a complaint with them. To do this, please go to the https://gamingcommission.ca/interactive-gaming/complaints/ and submit the complaint via online form, or alternatively send them an e-mail directly at complaints@gamingcommission.ca. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru.

Alternatively, you can also try to lodge a complaint with the ADR called EGIS (https://egis.io/), that MoonWin Casino states as their preferred arbitrator. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej