MoonWin.com Casino - Player's self-exclusion request is being ignored.

I have asked my account manager to permanently self exclude my account for the past 3 weeks and she’s refusing to do it now she won’t even respond

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MoonWin.com Casino. I have checked the responsible gambling policy of the casino and have found the following information:

SELF-EXCLUSION BY REQUEST

You may also contact our support team at [email protected] and inform us about your decision to stop gambling at the Website for a definite or indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional materials.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that your account is still open?  
• Please specify the first time you contacted the casino support to request self-exclusion.  
• Did you send your request via email or live chat, too? Have you mentioned that you've been struggling with gambling problems?
• Would you be so kind as to forward me all self-exclusion requests that you sent to the casino, together with their replies? My email address is [email protected].

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Yes my account is still open the first time I asked was September 10h I’ve emailed and used the live chat

I have emailed you all the information

Dear Gamingdj5334 and Natalia,

Thank you for your message.

We would like to inform you that the player’s account has been closed in accordance with their request.

We appreciate your understanding.

Best regards,

Moonwin Team

And how many weeks was I asking, you only decided to close my account when I left a complaint on here

Dear player, could you please specify if you made any deposits after you informed the casino about your gambling addiction? If yes, can you please specify the dates and amounts?

yeqh I made a lot of them but can’t check it how much exactly

Dear player, can we consider your complaint resolved, as your account was eventually closed by the casino upon your request?

Dear gamingdj5334,

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.

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,
Natalia
Casino.Guru