The player from Germany wants to close his account due to gambling addiction but his request is ignored, and he has a pending withdrawal of €600 that remains unprocessed. He expresses concerns over the psychological stress caused by the casino's actions and feels that his situation is not being taken seriously.
MoonWin.com Casino - Player's account closure request is delayed.
Opened
Current status
Waiting for player to reply
6d 8h 51m 47s
MoonWin.com Casino
Safety Index:LowCase summary
Discussion
Public
Public
yesterday
Translation
Hello!
I've been trying to close my account for weeks due to gambling addiction. I also requested a withdrawal of €600, which hasn't been processed. I keep getting put off! My request to close the account due to gambling addiction is completely ignored. I've clearly stated every time that I'm a gambling addict! I don't know how long it's been going on, but I've deposited so much since my first request! This casino should have its license revoked! What they're doing is causing psychological stress!
Just close it, that's all I want!!!!!
Automatic translation:
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Public
15 hours ago
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15 hours ago
Dear luckysun,
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
