The player from Austria had struggled with the casino's refusal to close his account despite his repeated requests due to mental health issues and gambling addiction. After losing 30,000, his account was closed only after a lawyer intervened. He questioned the casino's previous encouragement to continue depositing money. We attempted to assist by requesting evidence and communication records from the player to confront the casino, but due to the player's lack of response, the complaint investigation was closed. The player could reopen the complaint in the future if he chose to resume communication.
MoonWin.com Casino - Player’s account has been closed after many requests.
Closed
Our verdict
Player stopped responding
Amount: €30,000
MoonWin.com Casino
Safety Index:LowCase summary
Discussion
Public
Public
2 months ago
Translation
After months of asking them to close my account due to mental health issues and severe gambling addiction, they simply told me to try again (VIP manager Ana). They said the account wouldn't be closed, no matter what I tried. I could have prevented all the losses (30,000) if they had only granted my request to close my account. I received countless calls and emails from them, all urging me to keep depositing money. Now I've lost everything, and after over a year, they've finally closed the account, only because a lawyer requested a transaction history and asked why my account hadn't been closed after so many requests and proof of my mental health problems. There was no answer. The account was simply closed, and that was that. No transaction history, no answer to the question of why all the calls and emails encouraged me to keep depositing more money. Now we'll see each other in court. Even if you're in Curaçao, you'll get what's coming to you for ruining people's lives and simply refusing to close their accounts. concluding that one continues to pay in diligently.
Automatic translation:
Public
Public
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.
Public
Public
2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MoonWin.com Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please explain what kind of proof of gambling issues you provided to the casino? Was the document issued by a medical doctor?
- When was the first time you informed the casino about your gambling issues? Would you be able to provide evidence of such communication, including the casino's responses?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
2 months ago
TranslationHello, of course I can prove every single email, and I can also prove that I received offers to play at partner casinos through the Moonwin chat. They've been refusing to send me my transaction list for months. What I'd like to know is what you can help me with. Isn't this just a site for rating casinos, or am I missing something? Because I've already initiated legal proceedings against Moonwin regarding all of this.
Kind regards, Mario
Automatic translation:
Public
Public
2 months ago
Thanks for your reply.
Please check the following resources regarding our complaint resolution center and our process:
https://casino.guru/guide/complaint-resolution-instructions
https://casino.guru/guide/how-we-resolve-casino-complaints
If you wish for our assistance. We can confront the casino from our side only with evidence that the casino should have protected you. Regarding the transactions list, GDPR requests are outside our purview.
Kindly provide the relevant communication for me to review, or let me know how you wish to proceed.
My email is tomas@casino.guru
Thanks in advance for your cooperation.
Public
Public
2 months ago
Dear Mario0512,
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.
Public
Public
2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
