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

Hello Veronika,

Thank you for your reply.

Yes, I submitted my identity documents to the casino.

My account is still open. Despite my first self-exclusion request on 14 June, and several follow-up emails explaining that I am addicted to gambling and asking for my account to be permanently closed, the casino has still not closed my account.

They ignored my self-exclusion requests, but they responded when I asked for my account statement. During this period, I was able to continue gambling and suffered significant financial losses.

This is the main reason for my complaint. I believe the casino failed to act responsibly after I clearly informed them about my gambling addiction and requested permanent self-exclusion.

Thank you for your help. Please let me know if you need any additional evidence.

Thank you for your emails.

However, I have still not received the original self-exclusion requests you sent to the casino on or after 14 June. Please forward me the full, original, uncropped email threads containing your self-exclusion requests, along with all the responses you received from the casino representatives.

I would like to emphasize that we need the original email messages or email threads, not screenshots.

hi Vero , i send everything

Dear Nicole1716

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 Nicole1716, 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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Nicole1716,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej