The player from Germany had requested the immediate and permanent closure of her MoonWin Casino account due to gambling addiction, but the request was not honored. As a result, she was able to deposit and gamble €300 after her initial request, which she believed violated responsible gaming protocols. She demanded a refund of the deposited amount. The complaint was resolved after the casino processed a refund to the player. The player confirmed receipt of the refund, and the case was closed by the Complaints Team.
MoonWin.com Casino - Player's account closure request was ignored.
Resolved
Our verdict
Case closed
Amount: €300
MoonWin.com Casino
Safety Index:LowCase summary
Discussion
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2 months ago
Translation
Dear Casino Guru Team,
On January 15, 2026 at 11:23 AM, I explicitly requested via email that MoonWin Casino close my account immediately and permanently, as I suffer from a gambling addiction.
Despite this clear request, my account was not closed immediately.
Instead, on January 15, 2026 at 6:12 PM, I received a reply from VIP support asking if my decision had been "hasty" or if I wanted to "give the casino another chance".
I then, on January 15, 2026 at 6:25 PM, I again and unequivocally demanded the immediate and final closure of the account.
Since my account remained active, I was able to deposit and gamble away €300 on the evening of January 16, 2026. These deposits would not have occurred if the casino had complied with my closure request in a timely manner.
I demand a refund of the €300 that was deposited after my initial account closure request.
In my view, this is a clear violation of responsible gaming, as no immediate ban was imposed despite the disclosed gambling addiction.
Attached are screenshots of the aforementioned emails.
Thank you very much, best regards.
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2 months ago
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.
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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
- Is your account still open, or did the casino close it in the meantime? If it's closed, kindly specify the exact date the casino closed your account.
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
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2 months ago
TranslationHello Veronika,
Unfortunately, the account is still open. I sent another reminder to the casino on January 16th; see screenshot.
Thank you very much & best regards
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2 months ago
Dear zeninosilla
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
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2 months ago
Hello zeninosilla, 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.
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2 months ago
Dear Matej,
Thank you for contacting us!
We would like to inform you that we have successfully processed a refund for the player.
Thank you for your cooperation!
Best Regards,
Moonwin Team.
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2 months ago
TranslationI can confirm that! The complaint can be closed.
Thank you!
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2 months ago
Dear zeninosilla,
I am very happy to hear that your issue has been resolved, and would like to thank MoonWin.com Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) 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.
Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Matej
Casino.Guru
