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

Dear Casino Guru Team,

I am asking for your help regarding a serious issue with MonWin Casino.

Since May 9, I have been trying to permanently close my casino account. I have sent dozens of emails and contacted their live chat multiple times. Every time, I receive the same response: that a manager will contact me regarding my request. However, no manager has ever contacted me.

It is clear to me that they are deliberately avoiding closing my account despite my repeated requests. I explicitly informed them that I have a gambling problem and that I wanted my account closed for responsible gambling reasons.

Unfortunately, since my first closure request on May 9, I have lost approximately €2,350. During this period, MonWin Casino continued to send me promotional emails and bonus offers, encouraging me to keep gambling instead of processing my account closure request.

Could you please assist me in getting my account permanently closed? Emails and live chat communications have been completely ineffective.

I would also like to ask whether, considering that I informed the casino about my gambling problem and repeatedly requested account closure, I may have grounds to seek a refund of the money I lost after my initial closure request.

Thank you for your time and assistance. I look forward to hearing from you.

Kind regards,

[Your Name]

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please forward the most recent communication you received from the casino? Please share the information with timestamps to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas I send u email have a nice day !

Hello Thomas Finally, they closed the account, they should return the money to me from the first email, at every other casino, when you report that you have a gambling problem, they close the account immediately, if they did so, I would still have money in my account, it is not respect for the customer, there should be no such a place, maybe the casino will refer to my deposit refund?

Dear mentoredi,

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,

Tomas

Hello mentoredi, 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.

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 patience.

We would like to confirm that the player's account has now been disabled in accordance with their request.

Kind regards,

MoonWin Team

You only closed my account after my complaint was posted on Casino Guru, which caused me to lose a significant amount of money. I want my deposits to be refunded. If you had acted immediately when I requested the account closure, this situation would never have happened. There would have been no complaint, and I would still have my money in my bank account.

I want you to handle this matter as a reputable casino should. This is not the first time there have been issues with your casino regarding account closures, as can be seen from other complaints. Please contact me so we can reach an agreement regarding the refund of my deposits.

Thank you for the account closure, dear MoonWin Casino. Could you please also confirm this closure is permanent, with no oprtion for reopening, the player has been marked as gambling addict and all the marketing communication has been disabled?

Also, I would like to ask for the player's cashier history showing both deposits and withdrawals made during the time period of 09/05/2026 - 08/07/2026. If you could e-mail it to me at matej.l@casino.guru, that would be very helpful. Thank you.