The player from Germany had requested account deletion multiple times due to gambling addiction, but his requests were ignored until the account was blocked almost four weeks later. He had received a bonus offer that led to further deposits, and although his account was deactivated, he sought reimbursement for his recent losses. We had requested detailed evidence of his communications with the casino regarding his gambling issues and refund requests to assess the situation. Due to the player's lack of response to our inquiries and reminders, the complaint was closed at that time, with the option to reopen if he chose to continue communication.
MoonWin.com Casino - Player's account has been closed.
Closed
Our verdict
Player stopped responding
Amount: €380
MoonWin.com Casino
Safety Index:LowCase summary
Discussion
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4 weeks ago
Translation
Hello.
I had repeatedly asked the casino mentioned in the subject line over several weeks to delete my account.
I had also clearly stated that I wanted to abstain from gambling and that I suffer from gambling addiction. Everything was consistently ignored. I wrote countless messages via live chat and also to the VIP manager. After almost four weeks, I received a notification that my account was currently blocked, and shortly afterward, I was lured with a bonus, which led me to make deposits again 😭
My account seems to have finally been deactivated since yesterday, but it can't be that after requesting account closure and deletion multiple times, it's simply not implemented.
I would like to at least have my recent losses reimbursed.
Automatic translation:
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3 weeks 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.
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3 weeks 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 we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
If your account is currently not blocked, as the next step, I recommend you contact the casino again with a new self-exclusion request via email at support@moonwin.com, and at the same time, include me in the copy of the email at tomas@casino.guru
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings MoonWin.com Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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
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2 weeks ago
Thanks for sharing the evidence.
I went over the information you sent me via email.
Please share with me the first instance you disclosed the gambling issues to the casino when asking the casino to protect you. Include the response of the casino. Forward the communication to my email at tomas@casino.guru as evidence of the case.
Did the casino respond to you regarding a refund since your last post? Please let me know how they responded.
Thanks in advance for your cooperation, and I apologize for the inconvenience.
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1 week ago
Dear JensB,
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.
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5 days 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
