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

Ich möchte mich dauerhaft sperren lassen, werde aber immer wieder mit fadenscheinigen Ausreden vertröstet. Vor einigen Wochen hatte ich es dann geschafft, dass sie mein Konto deaktivieren, dies war aber leider nur temporär, so dass ich daraufhin wieder eingezahlt habe. Jetzt habe ich sie wieder angeschrieben und werde wieder hingehalten.

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Dear Klobixxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

I have reviewed the casino’s Responsible Gambling policy and found the following:

"Self-Exclusion Limit. You can set a self-exclusion limit for a definite period of time. Upon doing so, your Player Account will immediately be disabled, and you will be excluded from all promotional offers for the set period. You will not be able to deposit or withdraw funds when the limit is active. However, there is always a way to initiate a manual withdrawal via our customer support channels.

You may also contact our Support Team at support@moonwin.com

and inform us about your decision to stop gambling at the website for a certain period of time. We will take all measures to block your access to your user account and make sure that you receive no promotional materials."

Based on this, it is important to distinguish between a standard account closure and self-exclusion. A regular account closure may not prevent future access, while a properly requested self-exclusion—especially when related to gambling concerns—should result in restricted access to the account.

To better understand your situation, I would like to ask:

• Did you clearly inform the casino about a gambling problem when requesting account closure?
• Could you specify the exact reason for closing your account?
• Please forward any account closure or self-exclusion requests you sent to the casino

You can send the supporting communication to my email address: petra.h@casino.guru

Thank you very much in advance for your cooperation.

Best regards,

Petra

Hatte das Casino eindeutig per Mail informiert (zwecks Spielsucht), dass ich dauerhaft gesperrt werden möchte. Keine Chance. Immer wieder Diskussionen, wollen sie einen Bonus, wir sperren temporär etc. Dann war es zu. Zwei Wochen später hatte ich den Zugang getestet und er war wieder offen und ich hatte wieder eingezahlt. Seit Mitte Februar 11340 rein und 7600 raus. Also wieder mit 3740 Euro reingeschissen.

Dear Klobi,

Thank you for your reply and for providing the previous details.

• Could you please clarify when you first requested that your account be permanently blocked?
• Additionally, would it be possible for you to provide a timeline of events, including your initial self-exclusion request, any temporary account closure, your deposits, and the subsequent reopening of your account?
• Could you also provide any additional evidence/communication you have had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or upload your screenshots directly to the complaint thread.

Thank you again for your cooperation.

Hallo Petra,

habe dir eine Mail geschickt...

Vielen Dank im voraus.

Dear Klobi,

Thank you for your email and for the information you have provided so far. I’m very sorry but you haven’t answered my previous questions.

To help us better understand your case, could you please provide a clear timeline of events? Specifically, we would appreciate details regarding your initial self-exclusion request, any temporary account closure, your deposits, and the subsequent reopening of your account.

Thank you again for your cooperation—I truly appreciate your time and effort in helping us review this matter.

Hi Petra, I've sent you everything I have. All deposits and withdrawals since mid-February. I requested my first self-exclusion around February 13th. Unfortunately, I no longer have any email correspondence from that time. Probably you could request the emails from the casino. During this period (13.02. - now), I've lost approximately €4,000. Now they finally excluded me after much pleading.

Dear Klobi

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,

Petra

Hello Klobi, 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.com 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.