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.