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

Liebes Team,

ich versuche nun schon seit einiger Zeit mein Konto permanent, wegen Spielsucht, schließen zu lassen. Dies habe ich in mehreren Emails an Moonwin deutlich gemacht.

Trotz allem werde ich überredet zu bleiben und mir wurden Boni angeboten.

Hier wird absolut nicht auf verantwortungsbewusstes Spielen eingegangen. Das beste ist, dass die ein ärztliches Attest verlangen. Sowas habe ich noch nicht erlebt.

Ich habe von allen Antworten Screenshots gemacht.

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 I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your responses to the casino's offers for assistance? Please send the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication?

As the next step, I would recommend that you send another self-exclusion request to support@moonwin.com and separately to your VIP manager, but this time, include me in the copy of both emails.

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."

Please keep me informed about any further developments here in the complaint thread.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casinoguru-de.com/ratgeber-verantwortungsvolles-spielen

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

Ich hatte hier Screenshots mitgeschickt. Ich habe dem Casino bestimmt 10 Mails geschickt. Auch an support@moonwin.com aber die antworten nicht. Ich werde immer wieder überredet zu bleiben durch die VIP Manager. (sh. Anhang)

Nach meiner ersten Mail vom 20.10.25 (Antrag Selbstausschluss) wurden mir Boni angeboten und ich wurde gefragt wieso ich das Konto sperren möchte obwohl ich ausdrücklich erwähnt habe, dass ich spielsüchtig bin. Danach habe ich weitere 130 Euro am 22.10.25 eingezahlt und ca 20.000 euro gewonnen. Mir wurden mit erheblicher verzögerung 12.800 ausgezahlt. In der Zeit habe ich es leider nicht geschafft alles auszuzahlen.. Sie haben sich mit der Auszahlung viel Zeit gelassen und auf mein Antrag auf schließung des Kontos wurde weiter ignoriert.

Mein Konto ist immernoch offen. (Es ist auch verifiziert)

In den Screenshots sehen Sie, dass meine Anträge auf Selbstauschluss wegen Spielsucht klar und deutlich waren. Das sehen Sie auch anhand der Antworten des Casinos.

Ich leite ihnen alle Mails jetzt weiter.

Habe eine Mail erhalten, dass mein Konto gesperrt wurde aber ich kann mich immernoch einloggen.

Ich leite dir die Mail jetzt weiter.

Mein Konto ist wieder offen und ich habe erneut 1.100 Euro eingezahlt. Es macht mich echt fertig, dass hier nicht auf mein Spielsucht problem eingegangen wird. Ich fühle mich ausgenutzt und verarscht. Die sollen doch bitte einfach nur mein Konto schließen... die Einzahlungen kann ich belegen sowie den kompletten Schriftverkehr.

Insgesamt habe heute ich 1.180 Euro eingezahlt. Tomas ich habe dir eine weitere Antwort des Supports von Moonwin weitergeleitet.

Ich hatte darum gebeten, mir eine Bestätigung zukommen zu lassen, dass mein Konto nun permanent gesperrt wurde ohne option auf wiedereröffnung. Der Support schreibt, dass sie mir derzeit so eine Bestätigung nicht senden können. (sh. Mail)

Mein Konto ist weiterhin offen. Es ist wirklich schade, dass mir da niemand hilf. 🙁

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello milasun, 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.

I’d like to invite a representative of MoonWin.com 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.

Dear Matej,

Thank you for reaching out and for giving us the opportunity to provide clarification regarding this case.

At Moonwin Casino, we take responsible gaming and player protection very seriously. We understand the sensitivity of this matter and have reviewed all internal correspondence with the player in detail.

Please note that her account was permanently closed, and she is no longer able to access or use it.

We regret that the player felt dissatisfied during this process. Nevertheless, we can confirm that the account in question is now closed indefinitely, and no further promotional communication will be sent to her.

We remain committed to cooperating fully with Casino Guru in resolving this matter transparently and respectfully.

Kind regards,

Moonwin Casino Team

Mein Konto wurde nun endlich gesperrt. Aber erst nachdem hier meine Beschwerde eingereicht wurde!

Ich habe auch keine Bestätigung per Mail erhalten.

Mein erster Antrag auf Spielsucht war am 20.10.25. Ich bitte um die Rückerstattungen all meiner Einzahlungen ab dem 21.10.25.

Dear MoonWin.com Casino, thank you for the account closure and further confirmations. However, this case will be discussed internally with the casino management, as it follows the same anti-consumer policy, we have been assured is no longer in practice.

Dear milasun, according to the evidence provided by yourself, the gambling addiction has been first mentioned on 21st October. Do you have an e-mail I am not aware of, that confirms the date of 20th October? This is important to be able to set the time period for which any deposits should be refunded (minus withdrawals and winnings made in that time). Please let me know. Thank you.

Ganz am Anfang habe ich den 20.10 erwähnt. Ich habe auch Screenshots hochgeladen.

Nach meiner Auszahlung des Gewinns habe ich das Casino täglich angebettelt, dass mein Konto gesperrt wird um weitere Einzahlungen zu stoppen aber ich wurde ignoriert. Ich bitte darum, mir diese Einzahlungen zu erstatten.. das Casino hätte dies verhindern müssen! Und ich möchte nicht, dass hier mein Name erwähnt wird von Moonwin!

Ich habe dir die Screenshots per Mail verschickt und die erste Antwort des Casinos ebenfall vom 20.10.25

Thank you very much, I have received the message and uploaded the evidence.

Dear MoonWin.com Casino, if you could e-mail me at matej.l@casino.guru player's cashier history showing deposits and withdrawals during the period between 20th October until the account closure, that would be much appreciated. We'll try to discern the refund amount for the player, and continue to proceed with the case resolution from there.

Und ich bitte nochmals darum, dass mein Name hier nicht öffentlicht gemacht wird. Moonwin hat ihn weiter oben erwähnt. Könnte man dies entfernen? Vielen Dank!

My apologies, I have missed that when approving the message. Name has been redacted.

Dear Matej,

We hope youʼre doing well!

We would like to inform you that we have sent you the information by email and are still awaiting your response.

Thank you for your cooperation!

Best Regards,

Moonwin Team

I have requested gameplay history, as the cashier is not conclusive, like I hoped. Apologies for the delays, I just want to be sure we are proceeding fairly towards both sides. Once I receive the gameplay history and can review it, this complaint can be brought to an end.

Matej vielen lieben Dank für deine Unterstützung !! 🙂

Ich möchte meinen Fall noch einmal vollständig und deutlich schildern:

Ich habe das Casino mehrfach und eindeutig darum gebeten, mein Konto permanent wegen Spielsucht zu schließen – und zwar bereits vor meinem Gewinn. Das Casino wusste zu diesem Zeitpunkt, dass ich spielsüchtig bin und dringend Schutz benötige. Trotzdem wurde mein Konto nicht gesperrt, und ich konnte weiterhin spielen und einzahlen.

Nach der Auszahlung meines Gewinns habe ich erneut ca. 2.000 € eingezahlt, während ich parallel immer wieder gefordert habe, mein Konto endlich zu schließen und weitere Einzahlungen zu stoppen. Auch diese Anfragen wurden ignoriert.

Diese Situation war für mich emotional extrem belastend. Ich habe geweint, war seelisch völlig am Ende und fühlte mich absolut hilflos, weil ich trotz meiner klaren Hilferufe einfach weiter spielen konnte. Das Verhalten des Casinos war für mich unmenschlich und zeigte keinerlei Verantwortungsbewusstsein gegenüber einem gefährdeten Spieler.

Es ist außerdem völlig unfair, meinen Gewinn gegen meine späteren Einzahlungen aufzurechnen. (wenn dies so sein sollte) Hätte das Casino meine Sperranfragen beachtet, wäre weder der Gewinn noch die späteren Verluste überhaupt entstanden.

Wenn ein Casino seine Pflicht zum Spielerschutz verletzt, ist das nicht mein Fehler, sondern das Verschulden bzw. Pech des Casinos.

Aus all diesen Gründen fordere ich die Rückerstattung der Einzahlungen, die nach meinen mehrfachen Sperranfragen erfolgt sind. Diese wären niemals passiert, wenn das Casino korrekt gehandelt hätte.

Dear Matej,

Thank you for you message!

We would like to inform you that we have sent you the information by email and are still awaiting your response.

Thank you for your understanding!

Best Regards,

Moonwin Team

Dear Matej,

Thank you for you message!

At that time, the player had withdrawal requests that were pending. Since these withdrawals exceeded the available limits, they were canceled and the funds were returned to the balance.

Thank you for your cooperation!

Best Regarding

Moonwin Team

Thank you for the confirmation, MoonWin.com Casino.

Upon further review, there seems to be massive discrepancies between provided cashier history and gameplay history. The 4,000 withdrawal that has been logged on 23rd October, is a withdrawal request from few days prior and therefore does not count towards the withdrawals that should be deducted form player's deposits. Also the cashier history is not showing multiple deposits made by the player, that are evident from the gameplay.

Dear milasun, would you be able to e-mail me a list of payments sent to and received from the MoonWin.com Casino, between 23rd October until the account closure, please? My address is matej.l@casino.guru and I believe that will be the only real way how to determine the amount of refund you are entitled to, since I can't go by the cashier history provided by the casino. Thank you.

Lieber Matej,

klar, kein Problem. Ich habe es dir per Mail verschickt.

Vielen Dank für deine Bemühungen! Das gibt mir echt Kraft, dass ich Hilfe bekomme.

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.

Thank you very much milasun, I have received the message.

From my understanding and what the casino said, on 23/10 you have been credited 13,000 EUR which was a total sum of cancelled withdrawal requests from previous days. On the same day a withdrawal of 4,000 EUR has happened, but that was a request made before the self-exclusion has been mentioned and therefore is not part of the refund amount I am trying to establish.

Therefore, with the baseline of 13,000 EUR, during the period of time we believe the account should have been closed, you have managed to withdraw 5,000 EUR (4,000 + 1,000) and deposit further 1,550 EUR. That makes total of 9,550 EUR that I believe should be refunded.

If either side thinks this is incorrect, please let me know. If both sides agree, we can proceed with the refund request.

Mein erster Antrag auf Kontoschließung wegen spielsucht war am 20. Oktober (ich hatte euch davon Screenshots geschickt) an dem Tag hatte das Casino auch schon geantwortet aber sich geweigert mein Konto zu schließen.

Ich bin dennoch damit einverstanden! Ich danke dir nochmal für all deine Bemühungen lieber Matej!

Es wäre schön, wenn das Casino Antworten würde. Die haben mich wochenlang einfach psychisch fertig gemacht.. vorallem ein Attest zu verlangen und mich weiterhin mit Bonis zu locken bei einer Spielsucht. Ich habe mich so hilflos gefühlt. 😔

I have had a call earlier today with the casino's group affiliate. Whether anything comes out of it, is to be seen.

I have been sent new details from the casino. Once I check the information and consult it further, I will post an update.

Dear milasun, I have responded to the casino's last e-mail with broader explanation of the situation. Once i receive their response, I will post an update here as well, to keep you up to date.

Okay vielen Dank!

We hope this message finds you well

We have provided you with detailed information via email and are awaiting your response.

Thank you for your cooperation.

Best Regards,

Moonwin Team

Seems like I am unable to explain Casino Guru's refund policy regarding self-exclusion, so I did my best attempt once more. Hopefully we can make this work.

Dear Matej,

We hope this message finds you well

We have provided you with detailed information via email and are awaiting your response.

Thank you for your cooperation.

Best Regards,

Moonwin Team

Dear MoonWin.com Casino, I have responeded to the message.

Dear milasun, the casino is challenging the refund request, so currently we are communicating the reasons and Casino Guru's internal procedures for such cases. While I can't guarantee the casino will agree with our stance, I believe this case can be closed soon.

Okay vielen lieben Dank! Ich hoffe, dass das Casino kooperieren wird.

Dear milasun, I have just responded to the casino's latest e-mail. They are still contesting our stance and to keep your expectations real - I am unsure we will reach an agreement. At this point I feel like whatever I say, will be turned upside down and disregarded. I will keep you posted with the latest development through this thread.

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.

Dear milasun, I have responded to the last e-mail received from the casino, asking for the final decision to be made. I have amended the disputed amount to the 13,000 EUR, which is the amount in question. I believe we have discussed every possible angle and exhausted every possible explanation, and keeping this complaint open any longer would not yield different outcome. Once I hear back from the support team, I will post an update here to keep you informed.

Okay, vielen Dank. Schade, dass das Casino so Probleme bereitet ....

Dear Matej,

We hope this message finds you well.

We have already sent you the detailed information via email and would appreciate your response when it is convenient for you.

Thank you for your time and cooperation.

Kind regards,

Moonwin Team

As there was some last-minute development, I am currently waiting for the casino management to confirm the statement above, before proceeding with closure.

Dear milasun, just to clear any possible confusion caused by the above: our team has met with the casino representatives at the recent conference, and discussed possible resolution of the complaints - this one included. Since the casino statement came roughly at the same time as the decision has been agreed upon, I am now unsure if the statement about not proceeding with the refund was the final decision, or the one made before the conference meeting. Once the casino management confirms which direction they are going, I will resolve this complaint accordingly.

Dear milasun, I have heard back from the MoonWin.com Casino representative, and it was confirmed that they consider this case closed, and will not proceed with the refund of the 13,000 EUR that we have established as a balance that should has been returned to you, if the self-exclusion procedure has been properly applied. Unfortunately, as this was their final decision and they are not wiling to mediate further, I will have to close this complaint as unresolved. I know this is not the outcome you would be satisfied with, and am sorry I am unable to help you further. However, this will affect the casino safety index on our website in a negative way, once the regular recalculation happens at some point mid-week next week. If the casino reconsiders their decision at later date, we will reopen this complaint and you will be informed via e-mail.

First and foremost, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. And while there, I would also recommend clicking the Self-exclusion button and filling out the form, to get excluded from Anjouan casinos in the future.

As a last step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej