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

Hallo!

Ich versuche seit Wochen mein Konto zu sperren wegen spielsucht. Und ich habe noch 600 Euro zur Auszahlung beantragt die nicht bearbeitet wird. Ich werde jedesmal vertröstet!! Und meine Anfrage auf Kontosperre wegen spielsucht wird komplett ignoriert. Ich habe es jedesmal klar und deutlich gesagt das ich spielsüchtig bin!! Ich weiß nicht seit wann aber ich habe so viel eingezahlt seit meiner ersten Anfrage! Diesem casino sollte die Lizenz entnommen werden ! Es ist psychischer stress was die machen !!

Schließen Sie es doch einfach mehr will ich nicht!!!!!

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Dear luckysun,

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

Dear luckysun,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hallo Veronika,

Ich habe dir die geforderten Unterlagen per Mail geschickt.

Liebe Grüße

Thank you for your email.

From the attachments you provided, I can see that you requested self-exclusion on 26 March, and the casino responded to your request on the same day, stating that your account has been "paused."

Please allow me to ask a few additional questions to clarify the situation:

• Have you continued communicating with your VIP manager since then?
• Has your account been reopened and is it now fully accessible?
• Have you tried contacting the casino regarding your self-exclusion request using a different email address than their VIP contact?

Guten Morgen,

Ja ich habe noch eine weitere Mail vom 22.03.26 gefunden wo ich den Support von Moonwin.com um eine Sperre aufgrund von Spielsucht gebeten habe. Desweiteren habe ich Screenshots von meinen ganzen Einzahlungen bzw. meinen Transaktionverlauf vom 22.03 bis heute gemacht. Ja mein Konto wurde wieder freigeschaltet und ich hatte wieder ganz normalen Zugang. Die Mail vom 22.03. Und die Screenshots der Einzahlungen habe ich Ihnen per Mail zugeschickt.

Dear luckysun

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 luckysun, 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.

Dear Casino Guru,

We would like to inform you that the player's account has been disabled.

Best regards,

MoonWin Casino Team

Dear MoonWin Casino, thank you for the account closure.

Could you please confirm it was marked as "gambling addict" and closed forever, and all marketing communication has ceased?

Lastly, if you could e-mail me (matej.l@casino.guru) player's cashier history showing both deposits and withdrawals between 22/03 - 27/05, for a review, that would be much appreciated. Thank you.

Dear Matej,

Thank you for your message.

After reviewing the communication history, we can confirm that our team remained in contact with the player regarding the account status.

Following previous interactions, the player contacted our team on April 3 and explicitly requested that the account be reopened. Based on this request, the account was reopened.

The account was therefore not reopened on the casino's own initiative, but following direct communication from the player and his request to restore access.

We would also like to note that, following the reopening of the account, our subsequent communication with the player was related to account verification matters. The account has since been disabled again after the complaint was received.

For this reason, we do not believe the complaint accurately reflects the sequence of events.

As the account is currently disabled and the matter has been clarified, we respectfully request that the complaint be closed.

Best regards,

MoonWin Casino Team

Dear MoonWin Casino, thank you for the clarification.

As discussed in previous complaint threads, Casino Guru does not condone reopening accounts of known gambling addicts. The player has informed the casino about his addiction on 22nd and 23rd March, therefore we believe the account should have stayed closed, especially after requesting reopening just a few weeks later.

Gambling addiction is not something that can be "cured" in couple of weeks, and therfore this reopening is against our Fair Gambling Codex and a failure in player protection, like in the previous cases.

If you could please confirm that the account was marked as "gambling addict" and closed forever, and all marketing communication has ceased, that would be much appreciated. And if you could e-mail me (matej.l@casino.guru) player's cashier history showing both deposits and withdrawals between 22/03 - 27/05, for a review, that would be helpful as well. Thank you.

Vielen Dank lieber Matej für deine Mühen. Ich muss auch erwähnen, dass mein Konto erst geschlossen wurde, nachdem ich hier eine Beschwerde eingereicht habe. Alleine hat man bei dem Casino keine Chance.

Dear Matej,

Thank you for your response.

We appreciate Casino Guru's efforts in promoting responsible gambling standards. However, we respectfully disagree with the conclusion that the circumstances of this case justify a refund of the player's losses.

As previously confirmed, the account has now been disabled.

With regard to the refund request, it is important to distinguish between general support communications and formal requests for account closure or account restrictions. During interactions with our support team, the player was informed that requests relating to account closure and responsible gambling measures must be submitted through the designated email channel for review and processing.

Following the reopening of the account, no new account closure or self-exclusion request was received through this designated channel. While the player remained in contact with our support team through various communication channels, our subsequent interactions primarily concerned account verification procedures, withdrawal-related matters, and standard account servicing.

The player continued to actively use the account over an extended period of time, completed verification-related processes, conducted deposits and withdrawals, and maintained full access to account functionality. The account activity during the relevant period included both deposits and successful withdrawals, demonstrating that the player continued to manage and access account funds without submitting a new formal request for self-exclusion through the designated process.

While we understand the concerns raised regarding the handling of the account, we do not believe that these circumstances alone automatically establish liability for all activity that subsequently took place on the account. In our view, the available facts do not support the conclusion that all subsequent losses should be attributed solely to the reopening of the account, nor do they justify a refund of all activity during the period in question.

Furthermore, the player's primary request within this complaint was the closure of the account. Following the submission of the complaint and subsequent review, the account was disabled and the main requested outcome was achieved.

Taking all circumstances into consideration, we respectfully maintain that there are insufficient grounds to support the requested refund. Therefore, we cannot agree to reimbursement of the player's losses.

Best regards,

MoonWin Casino Team

Thank you for the final statement, MoonWin Casino, much appreciated.

Dear luckysun, seems like we have reacehd an impasse in mediation. The casino confirmed their stance that the self-exclusion request should have been sent to the correct e-mail address, which you have not done, and also you have yourself requested the reopening of the account.

Our stance is also unchanged - as a VIP player you would primarily communicate via VIP mailbox with your personal manager, who - as the casino confirmed in other cases - is the only person who can actually close your account. Therefore we believe you have followed the correct procedure and requested the account closure due to gambling addiction legitimately. We also do not condone reopening of accounts of known gambling addicts, and according to the details I was able to gather, I believe you are eligible for a refund of your deposits (minus withdrawals and winnings) made between your self-exclusion request in March and the actual account closure in May.

I am sorry to say, that since neither of us is going to change the view on this matter, there is nothing more I can mediate on your behalf.

Going forward, I will mark the complaint as "unresolved" in our system, and it will negatively impact casino's 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.

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 Tobique Gaming Commission and submit a complaint with them. To do this, please go to the casino's website and look for the Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. While there, I would also strongly recommend clicking the Request Self-Exclusion button and use this feature as well.

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. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej