MoonWin.com Casino - Player’s account closure request is ignored.

Hello,

I have requested multiple times that my account with Moonwin Casino be permanently closed, as I no longer wish to play. Despite my repeated and explicit requests, the operator has refused to close my account and ignored my communications. I also declined their alternative proposals.

As a result, I was able to continue playing, which led to financial losses. This violates responsible gambling principles and their licensing obligations.

I request:

That my account is permanently closed.

That all deposits and losses incurred after my initial closure request are refunded.

Confirmation of when the account closure and refund have been completed.

Attachments:

Copies of all correspondence with the casino.

Evidence of deposits and gameplay after my initial closure request.

Kind regards,

Dear Haye, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  
• On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

I have checked the responsible gambling policy of the casino and have found the following information:

SELF-EXCLUSION BY REQUEST

You may also contact our support team at [email protected] and inform us about your decision to stop gambling at the Website for a definite or indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional materials.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that your account is still open?  
• Please specify the first time you contacted the casino support to request self-exclusion.  
• Have you mentioned that you've been struggling with gambling problems?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].

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

Best regards,

Natalia

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hej Natalia,

Tack för ditt svar.

Jag vill förtydliga att jag första gången kontaktade MoonWin den 26 augusti med en tydlig begäran om självavstängning. Trots detta har casinot vägrat att stänga mitt konto och i stället skickat olika erbjudanden, vilka jag bestämt tackat nej till.

de har stäng mitt konto idag

Jag har även bifogat de e-postmeddelanden som jag skickat till casinot, så att ni kan granska dem.

Tack för hjälpen och ert stöd i detta ärende.

Dear player,

Thank you for sharing the details of your case. After carefully reviewing the communication, we must point out an important distinction: a standard account closure request (such as the one you sent on 26 August) does not necessarily mean the same as a self-exclusion request. Players may wish to close their accounts for many different reasons, such as inactivity, a change of preference, or simply no longer wanting to play at the casino. A self-exclusion request, on the other hand, must clearly mention gambling problems, addiction, or responsible gambling concerns. This difference is important because casinos are obliged to handle self-exclusion requests under their responsible gambling policies, which typically require stricter measures and faster action.

In your case, the first valid self-exclusion request was made on 30 August, when you explicitly stated that your closure request was connected to "responsible gambling concerns". The casino closed your account on 2 September, which means the request was processed within two business days. Based on this, we believe the casino acted in line with responsible gambling obligations.

Please note that we are able to assist with the refund of lost deposits only in cases where the player explicitly states they are struggling with gambling addiction and the casino fails to take the necessary protective measures. Unfortunately, if you haven't notified the casino about your gambling issue, your funds are considered to be lost during the standard gameplay and cannot be reinstated.

Since your account has been closed within a reasonable timeframe, we cannot handle this case as a failed self-exclusion. I can only recommend that you request self-exclusion properly before you feel that you start to lose grip in the future.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm. 

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia