MoonWin Casino - Pelaajalla on vaikeuksia sulkea tiliään.

The casino refuses to close my account. They keep putting me off, even offering bonuses if I don't close. The deposit limits and cool-down period can also be lifted via chat. Ridiculous! Responsible gaming simply has no meaning for the casino, and they don't protect you against your own gambling addiction. I've mentioned several times that I'm addicted to gambling. It's incredibly sad; I've never lost as much money anywhere else as I have here.

@Casino: Don't come along now: contact support.

Nothing happened there either.

Next step for me: complaint to the regulatory authority.

Das Casino weigert sich mein Konto zu schliessen. Man wird immer wieder vertröstet, es werden sogar Boni angeboten, wenn man nicht schliesst. Auch die Einzahlungslimits und cool-down-periode können mit einem Chat aufgehoben werden. Lächerlich! Für das Casino hat veranwortungsbewusstes Spiel einfach keine Bedeutung und man ist nicht gegen die eigene Spielsucht geschützt. Habe schon diverse Male erwähnt, dass ich spielsüchtig bin. Himmeltraurig, habe noch nirgends so viel Geld verloren wie hier..

@Casino: Kommen Sie jetzt nicht mit: kontaktieren Sie den Support.

Auch da ist GAR nichts passiert.

Nächster Schritt für mich: Beschwerde bei Regulierungsbehörde.

Hello,

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).

Would you be so kind as to 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

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Dear Player1234,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.