The player from Ontario has repeatedly requested account closure and self-exclusion to manage his gambling but has received no response from support. He has lost nearly $6500 since his request and is seeking closure of his account and reimbursement for the losses incurred during this time.
MoonWin.com Casino - Player's account closure request is ignored.
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Waiting for Casino Guru to reply
6d 8h 8m 20s
MoonWin.com Casino
Safety Index:LowCase summary
Discussion
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4 days ago
Hello,
I have requested multiple times for the support to close my account as I am spending too much money on this website and unlike other online casinos, you are not able to self exclude yourself. Everytime you message or email support they dance around your question or just not reply. Very frustrating as I am trying to stop gambling which is very hard and they make it harder. I have asked for them to close my account, set a deposit limit, and to self exclude for a year and they have not done any of them resulting in almost $6500 lost after my request. I need my account closed and reimbursed that money lost after request as they are not following proper guidelines.
Thank you
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20 hours ago
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20 hours ago
Dear Greenbrick18,
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
