The player from Ontario had requested self-exclusion since November 24, 2025, but her requests had been ignored despite multiple emails and customer support inquiries. She sought a refund of approximately $500 for deposits made since that date. The issue remained unresolved due to a lack of response from her to the Complaints Team's inquiries, which led to the closure of the complaint. The Complaints Team remained available for assistance should she have chosen to reopen the matter in the future.
MoonWin.com Casino - Player's self-exclusion request is delayed.
Closed
Our verdict
Player stopped responding
Amount: C$500
MoonWin.com Casino
Safety Index:HighCase summary
Discussion
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1 month ago
I have requested self exlusion or cooling off period since November 24, 2025. Many emails sent all ignored. Chatted with customer support and they all say wait for an email. Its a total eun around.
I would like a refund on all money I have deposited since November 24. Roughly $500
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1 month 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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1 month 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.
- What were the reasons given to the casino that you wished to activate the self-exclusion or cool-off feature in the casino?
- Have you successfully unsubscribed from the casino's marketing communication?
- How did you learn about your account being blocked?
- When was the last time you were able to deposit in the casino?
- Could you please share with me both your requests for help and the responses from the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here
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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1 month ago
Dear Ticktac,
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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1 month 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
