MoonWin.com Casino - Player requests self-exclusion, but account remains open.

Moon win wont close account, literally 50 emails sent asking to self exclude after realizing that i do indeed suffer from a gambling problem, and asking them to close in many emails but they keep coming back saying that It would be a shame to lose my progress and then keep it open, ignoring me and saying they cant force me to gamble its not their fault. even after stating multiple times i don't want the account open and want it closed. They deactivated it, but didnt close the account which resulted in them emailing me after logging in asking if I wanted a bonus and was ready to come back. This has been ongoing since the middle of October 2025.

I think that if someone choses to gamble, that's okay and its a personal choice, but my problem is that there are responsible gaming controls in place for those who realize like myself that they cannot, this has been so upsetting because they're clearly prying on individuals who do suffer with gambling disorders by refusing to do their part. I feel embarrassed and all around upset. so if you do suffer with gambling problems be very aware and cautious with this site. you wont get self excluded and they'll continue to take your money.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MoonWin.com 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 share the communication in which you informed the casino about your gambling issues, and examples of the casino asking you to continue to play afterwards? Please share the information with timestamps if available, to my email at [email protected]
• Have you unsubscribed from the casino marketing communication?
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings MoonWin.com Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

Dear wontonsoup239,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru