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

On the 12th of January i asked the casino to add a monthly $1 deposit limit on my account and also for a 14 day cooling off period. This was while i wait for my withdrawal - No response from casino.

On the 24th Jan i asked them to close my account indefinately to where they were enticing me with free bonus. On the 25th Jan i asked them to close my account and went into more detail, stating my reason was due to gambling harm. - No response from moonwin.

Since the casino has not responded to me, I am asking for casinio guru to help retrieve all deposits made since requesting for casino account limits.

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Dear Lmw2900,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino.

In order to assist you better and understand your situation clearly, could you please provide us with the following details:

• What method did you use to communicate your deposit limit and cooling-off period request to the casino?
• Do you have any screenshots or copies of your communication with the casino regarding these requests?
• Have you received any confirmation or acknowledgment from the casino regarding your account closure requests?

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

Best regards,

Petra

Could i please have an email to sdnd screenshots to. I emailed them all requests.

Yes they have responded to closure requests advising other alternitives rather than closure of account even after i stated gambling harm.

I emailed again letting them know that i would post on casino guru and they have now closed my account. I am requesting a refund for deposits made since the 12th Jan.

Thank you for your reply and for providing the previous details, Lmw2900.

• Could you please provide the specific amounts of the deposits made after your initial request to set the limits?
• Additionally, could you share your request to close your account and any further communication you had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

Sorry but I have sent you an email in response 4 days ago.

Dear Lmw2900

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 Michal (michal.v@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,

Petra

Hello Lmw2900,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MoonWin.com Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Michal,

Thank you for contacting us!

We would like to apologize for the delay in our response.

The player’s account was closed in accordance with their request.

We appreciate your understanding!

Best Regards,

Moonwin Team

I think you are missing the point moonwin.

The point is, the fact that I requested account limits via chat, who directed me to email, where I then sent a formal request to add deposit and wagering limits to my account on the 12th of January. This was not actioned by your casino. Which allowed me to deposit into your casino.

I then requested account closure to where you offered bonus. I said yes, before you added any bonus I changed my mind and thought it best to disclose to you that actually, I think it best not to add a bonus, that my reason for requesting account closure was due to GAMBLING HARM and to continue with my account closure request so I can turn a new leaf. You responded offering other alternitives which delayed in my account being closed and me still being able to deposit. This casino does not support players even when they state GAMBLING HARM.

I am requesting that any desposits made by me since requesting account limits be returned to me in its entirety.

Dear Casino Guru,

We would like to clarify the timeline of events regarding this case.

On January 12, the player contacted our Live Chat requesting to set a monthly limit. In accordance with our internal procedures and for the customer’s security, such requests are processed exclusively via email. The player was provided with the relevant email address and instructed to submit the request via email. However, we did not receive any follow-up email from the player at that time. We have also verified that no such message was received in spam or filtered folders.

On January 24, the player contacted us via email requesting account closure. After clarification and confirmation, the player explicitly confirmed that this was their final decision. The account was then closed accordingly.

We would like to emphasize that all actions were taken strictly in line with our internal policies and responsible gaming procedures. The account has been closed for a considerable time and remains inactive.

Additionally, after reviewing the account history, we can confirm that the player’s cumulative result is positive. Therefore, we consider the refund request not applicable in this case.

Best Regards,

Moonwin Team

I have sent screenshots of email evidence to casino guru for review, as you are blatantly lying. How many times do you need confirmation from a customer for an account closure before actually folllowing through. How many times does a customer have to say 'please delete my account indefinitely' in order for the casino to get it's clarification. That's just ridiculous. Even when gambling harm was stated as the reason.

Dear MoonWin.com Casino,

When exactly was the player's account closed after their email from the 24th of January?

I have sent emails to petra but i have just now re-sent to you michael. My account was closed after multiple back and forths and then finally on the 31st January.

The account limits were also requested and sent via email on the 12th Jan. Again, the casino is lying.

Please check all relevant evidence i have sent to you and add this screenshot to the pile.

Dear Michal,

Thank you for contacting us!

We would like to clarify that we have carefully reviewed our communication records and did not receive the email referenced by the player. This includes a thorough check of all incoming correspondence, including spam and filtered folders.

At this time, there is no record of such a message being delivered to our official support email address.

For transparency, we are prepared to provide the communication history to the relevant forum representatives in order to confirm this information.

Best Regarding,

Moonwin Team

Dear MoonWin.com Casino,

I would greatly appreciate it if you could share the communication history between you and the player.

Dear Lmw2900,

Would you be so kind as to provide a video recording of yourself accessing the "sent" folder in your email? It would be helpful if you could show me the emails you have sent to the casino. Please send the information to michal.v@casino.guru.

I can absolutely do that for you Michael, please keep an eye out in your inbox 🙂 On 12 January, while my account was already in profit, I proactively requested account limits to safeguard winnings. This was a clear responsible-gambling trigger, yet no limits were applied.

Additional to that, was the account closure request for the indefinate period of time (have sent in the same screen recording)

Responsible gambling protections are preventative by design and must be applied regardless of account profitability as moonwin have declined refund request due to my cumulative result being ppsitive.

Thank you to both parties for providing me with the requested evidence.

Dear MoonWin.com Casino,

Do I understand correctly that players can not set the responsible gambling limits themselves, and they instead have to contact the support?

Dear Casino Guru Team,

Thank you for your question.

We would like to emphasize that we take Responsible Gambling matters very seriously. Our website contains a clearly defined Responsible Gaming section, which outlines the available player protection tools as well as the applicable procedures.

As stated on our website under Assistance for Problem Gaming, players have access to the following Responsible Gambling tools:

Deposit Limit (daily, weekly, monthly)

Loss Limit (daily, weekly, monthly – casino applicable)

Wager Limit (daily, weekly, monthly – casino applicable)

Cooling-Off Limit (1 week, 1 month, 3 months, 6 months)

Self-Exclusion Limit (6 months, 9 months, 1 year)

Self-exclusion by direct request

The website further specifies the procedure as follows:

"You may also contact our Support Team at support@moonwin.com and inform us about your decision to stop gambling at the website for a certain period of time. We will take all measures to block your access to your user account and make sure that you receive no promotional materials."

Therefore, our Responsible Gambling framework provides a formal communication channel via email to ensure that such requests are properly registered, verified, and processed without risk of omission.

Regarding regulatory alignment, we have previously communicated with the regulator in respect of responsible gambling requirements. The applicable General Code of Practice sets out mandatory minimum periods and standards for player protection measures; however, it does not prescribe a specific technical procedure for how requests must be submitted.

For operational clarity, audit trail purposes, and to avoid any risk of unregistered requests, we have implemented the email-based procedure as a standardized method for handling such matters.

In the present case, we acted strictly in accordance with our published Terms and Conditions and Responsible Gaming Policy, which were previously aligned with regulatory expectations.

Following this case, we are prepared to consult with the regulator again to assess whether any procedural refinements would be appropriate.

Please let us know if you require any additional clarification.

Best Regards,

Moonwin Team

I now understand that moonwin has a Responsible Gambling policy and that the website mentions contacting support@moonwin.com.

However, i was not directed by whatsapp to check the website for information, on 12 January, I was directed to send my limits request to vip@moonwin.com, which I had done. I’ve now provided a screen recording showing that email was sent. I followed the instructions I was given by moonwin staff. Responsible gambling obligations are triggered by the content and intent of the request, not by whether it was routed to a preferred internal inbox.

As a player, I can’t be expected to know or manage moonwin’s internal processes. Once a moonwin staff member received my request for limits, the casino was aware and should have acted on it or passed it on internally.

Separate to that, on 24 January, I clearly asked for my account to be closed indefinitely due to gambling harm. Even after that, my account stayed open until 31 January, and there was still back and forth communication. That delay is my main concern.

And how long it took for responsible gambling protections to be applied after I asked for them.

I would like to add that while the website mentions all limits and account closure can be sent to support@moonwin.com, my account was actually closed by the VIP team email. And the confirmation email on 31 January came from moonwin VIP.

This shows that moonwin does accept and act on account and responsible gambling requests via the VIP channel. I sent my limits request on 12 January to vip@moonwin.com because that is where MoonWin staff told me to send it, and the same channel was later used to close my account...

Dear MoonWin.com Casino,

Could you please confirm the exact dates and amounts of the deposits made by the player on or after January 24th? Your assistance in this is greatly appreciated.

Dear Michal,

Thank you for your patience!

We have sent the transaction history to your email.

Have a nice day!

Best Regards,

Moonwin Team

Dear casino guru, the limits requested was on the 12th January, self exclusion 24th jan. requesting refund from 12th jan.

Dear Lmw2900,

I regret to inform you that, unfortunately, I am unable to assist you in this matter. It appears that your request regarding responsible gambling limits was directed to the casino via WhatsApp rather than through the designated email address specified in the casino's terms and conditions. Your inquiry was referred to the VIP email address, and your email was sent on January 24th, with your most recent deposit made on January 28th. Given that you indicated a gambling issue, your account was closed within a reasonable timeframe; thus, we believe that no refunds are applicable in this instance.

Additionally, I must emphasize that merely requesting limit adjustments, without explicitly stating a gambling problem, does not typically constitute adequate grounds for a refund. It is essential to familiarize oneself with the casino's responsible gambling terms and conditions to ensure that inquiries are directed through the appropriate channels for a seamless process. From our perspective, the casino has acted appropriately, and we find that there are no grounds for a refund in this situation. I sincerely apologize that we were unable to provide further assistance.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.