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

I've asked over 10 times already to self exclude or close my account and everytime they refuse to do so. I'm tired of this situation. I need to speak to a supervisor. Once again, I was denied by Eniken. I spoke to another person yesterday who told me to write a clear email with title "I want to close my account" and specify the reason. That's what I did, and yet again, they won't do it. I was a serious gambling addiction. My life is on the line here. Please close my account or at least let me self exclude for 1 year.

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Dear Izabel21,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Casino Guru,

We would like to confirm that the player’s account has been permanently closed.

We take all communications related to responsible gaming very seriously. After reviewing the case, we can confirm that the account is no longer active and no further access is possible.

Best regards,

Moonwin Team

Dear Izabel21,

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.

Dear MoonWin.com Casino Representative,

Thank you for reaching out to us and for confirming that the player's account has been closed.

Based on the developments, it seems that the issue may already be resolved. However, since the complaint was submitted by the player, we believe it’s only right to mark it as resolved only after we receive their confirmation.

Without that confirmation, we’re closing the case as rejected for now.

If the player returns with an update or still needs assistance, they can reopen the complaint at any time — and we’ll be ready to help.