The player from Germany wished to permanently block his casino account but faced delays and excuses from the casino, despite having previously achieved a temporary deactivation. His recent deposit complicated the situation, leading to further attempts to resolve his request. The player claimed to have requested self-exclusion in mid-February 2026 due to gambling addiction, but the casino reopened his account in March without authorization. Although the casino confirmed the account was now closed, it failed to provide the requested transaction history or evidence of earlier communications, hindering further investigation. We closed the complaint as unresolved due to the casino's lack of cooperation and advised the player to contact the relevant gaming authority and use self-exclusion tools for protection.
MoonWin Casino - Player's account closure request is delayed.
Failed self-exclusion
Black points: 1,817
Amount: C$5,000
MoonWin Casino
Safety Index 2.7 Very lowCase summary
Translation
I want to have my account permanently blocked, but I keep getting fobbed off with flimsy excuses. A few weeks ago, I managed to get them to deactivate my account, but unfortunately, this was only temporary, so I deposited money again. Now I've contacted them again and they're stalling me again.
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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
TranslationI had clearly informed the casino via email (regarding my gambling addiction) that I wanted to be permanently banned. No chance. There were constant discussions: "Do you want a bonus?", "We'll temporarily ban you," etc. Then it was closed. Two weeks later, I tested the account and it was open again, so I deposited again. Since mid-February, I've deposited €11,340 and withdrawn €7,600. So, I've lost another €3,740.
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.
TranslationHello Petra,
I sent you an email...
Thank you in advance.
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.
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.
Dear Casino Guru and Player,
We would like to confirm that the player’s account has now been closed.
After reviewing the case, we can confirm that the account is no longer active and no further access is possible.
MoonWin Casino
Thank you for the account closure, MoonWin Casino, much appreciated.
Dear Klobi, in one of the e-mails you have mentioned that you have requested the account closure back in February. Do you still have the e-mail you have sent requesting the account closure? From what I can see, gambling addiction ahs been mentioned on 14th April. If you have any earlier message requesting account closure due to gambling addiction, please forward it to me at matej.l@casino.guru. Thank you.
TranslationUnfortunately, I no longer have it, as I deleted all my emails. However, the history can certainly be sent by Moonwin.
Thank you, Klobi.
Dear MoonWin Casino, could you pelase check the database for messages from player in February 2026 and let us know if any account closure requests were sent? You can e-mail me (matej.l@casino.guru) the findings, alongside with the cashier history showing both deposits and withdrawals from February 2026 until the accoutn closure for inernal review. Thank you very much.
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.
Dear Matej,
Thank you for your message.
After reviewing the case, we can confirm that the player was in contact with our team regarding the account status.
During this period, the player had active withdrawal requests on the account. Our representative remained in communication with the player and explained that the outstanding withdrawals would first need to be processed before the account status could be finalized.
In addition, our personal manager communicated directly with the player to clarify whether the requested action was intended as a temporary restriction or a permanent account closure, so that the request could be handled accordingly.
The player was advised to contact our team once the pending withdrawals had been completed so that the requested account status could be finalized.
Taking the above into consideration, we can confirm that the player's requests were addressed by our team and that communication regarding the account status remained ongoing throughout the process. As the account is now closed and no further action is required, we respectfully request that the complaint be closed.
Best regards,
MoonWin Casino Team
TranslationThat answer is nonsense. All payments were processed in February, and after what felt like 20 emails, the account was finally and permanently closed. Why was it reopened in March? I didn't authorize that. If you believe you're in the right, please forward all the correspondence.
Thank you for the account closure confirmation, dear MoonWin Casino. Could you please e-mail me (matej.l@casino.guru) player's cashier history showing both deposits and withdrwals during 14/04/2026 - 18/05/2026, please? It will help speeding up the resolution process. Thank you.
Dear Klobi, if you have any kind of evidence of self-exclusion due to gambling addiction being requested before 14/04, please do not hesitate to e-mail me the details as well. Otherwise, I can only consider the already provided message. Thank you for your understanding.
TranslationUnfortunately, I no longer have the emails. Furthermore, it was mid-February 2026 that I first requested self-exclusion, not April 2026. It felt like there were about 20 emails and chat messages back and forth before the account was closed. It was then reopened in March.
TranslationThere were no active withdrawal requests at the time the account closure was requested. Of course, I only requested the closure after the withdrawal had been processed.
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.
Dear Klobi,
I have tried to contact the casino repeatedly via e-mails and Teams, but had no success in obtaining your cashier history. 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.
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.
Lastly, 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.
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
