MoonWin Casino - Player’s self-exclusion requests are ignored.

Self Exclusion Requests due to Problem Gambling not adhered to. Multiple requests not actioned leading to further deposits, refund requests denied.

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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.

• Could you please forward me the first self-exclusion request you sent to the casino in June? My email address is veronika.f@casino.guru.
• Did you respond to the email you received from the casino on 31 August to confirm once again that you wished to be permanently self-excluded? Or was your next communication with the casino regarding self-exclusion on 14 September?
• Am I correct in understanding that the casino closed your account on 14 September?
• Could you please list the exact dates and amounts of all deposits you made after submitting your first self-exclusion request in June?

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