MoonWin Casino - Player's self-exclusion request is ignored.

On 14 June 2026, I contacted Moonwin (the merchant appearing on my bank statement as NTRX) and clearly requested permanent self-exclusion because I am addicted to gambling. I explained that I could no longer control my gambling and asked for my account to be closed immediately to protect me from further harm.

After my first request, I continued sending emails on 16 June, 18 June, and many more times afterwards. I repeatedly explained that I was a vulnerable customer suffering from gambling addiction and urgently needed my account to be permanently closed.

Despite my repeated requests, my account remained open. I was never given the permanent self-exclusion that I had requested. Instead, I kept receiving responses saying that my request had been forwarded to a manager or that the manager was unavailable. No effective action was taken to protect me.

Because my account remained active, I continued gambling and suffered substantial financial losses. I deposited and lost more than 25000€ after my initial self-exclusion request. These losses would likely have been prevented if my account had been closed when I first asked on 14 June.

What concerns me even more is that when I later requested my account statement covering my transactions from 14 June onwards, my email was answered promptly. This demonstrates that my emails were being received and read. My requests for self-exclusion were not ignored because of a technical issue—they simply were not acted upon.

As a result of this failure, I have suffered devastating financial and emotional harm. I have been unable to pay my rent, I am facing serious financial hardship, and my gambling addiction has become significantly worse because I was allowed to continue gambling after clearly informing the operator that I was addicted.

I believe the operator failed in its duty to protect a vulnerable customer by not implementing my self-exclusion request without delay. I respectfully request a full investigation into this matter, including a review of all emails I sent from 14 June onwards, my account activity after my first self-exclusion request, and the operator’s handling of my case.

I am requesting that the authority considers appropriate remedies, including compensation and/or reimbursement of the losses incurred after my first self-exclusion request on 14 June 2026.

I can provide copies of all emails, screenshots, chat conversations, bank statements, and any other evidence required to support my complaint.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you passed the full KYC verification at this casino, or at least submitted any identity documents to the casino for verification?
• Is your account still open, or has the casino closed it in the meantime? If it's already closed, please specify the date of the closure and forward me the email you received from the casino confirming that your account has been self-excluded at veronika.f@casino.guru.

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

Best regards

Veronika