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I told them I had a gambling addiction and they didn't want to close my account and took all my money.

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Dear Dragan1989,

Thank you for your reply and for providing the previous details.

Could you please clarify the following:

• Could you please confirm whether you have forwarded your account closure request to the correct email address: support@moonwin.com?
• Have you received any responses from the casino regarding your requests or approval of your account closure due to gambling addiction, apart from the attached chat with Kyle?
• Are you still able to access the casino? Can you log in to your account?

Thank you again for your cooperation.

Best regards,

Petra

Dear Dragan1989

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello Dragan1989, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of MoonWin.com Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,

We would like to clarify the situation.

During the correspondence, the player’s communication was inconsistent.

At different points, the player stated they had a gambling addiction, and later withdrew these statements while requesting bonuses, including messages implying that they would not close the account if a bonus was granted.

Responsible gambling tools and clarification were offered; however, the player did not engage.

Due to the conflicting information provided, it became more challenging to clearly determine the player’s intentions.

In our final message, we asked the player to clearly confirm whether the request was related to responsible gambling concerns, as this determines the applicable procedure. The player did not respond.

Due to the contradictory statements and lack of confirmation, we acted in accordance with our responsible gambling policies. The player’s account has now been closed.

Best Regards,

Moonwin Team

everything is a lie, I have all the evidence that I clearly said that I have a gambling addiction but you did not want to close my account and I continued to play. I ask you to return my funds

Dear MoonWin.com Casino, could you please e-mail me the contradictory communication between yourself and the player, that would support your statement? Also, seems like once again the VIP manager was unavailable when a player requested self-exclusion. This seems to be a pattern across multiple of the complaints regarding self-exclusion and is very worrying.

Dear Dragan1989, while we are waiting for the casino to respond, I have noticed some of your screenshots are not showing dates. Can you please provide me with exact dates for each request where you mentioned having gambling addiction? You can send it to me via e-mail at matej.l@casino.guru - or ideally forward me the entire messages and/or communication with the casino, where gambling addiction was mentioned, and what kind of responses you got. Thank you very much.

Dear Matej,

Thank you for contacting us!

We would like to inform you that we have already contacted the player and processed a refund for them.

Thank you for your understanding!

Best Regards,

Moonwin Team

They didn't pay me the full amount, they lied, they only paid me 1424 euros.I deposited a lot more, they don't want to show me the deposit history

Dear Matej,

We hope for your cooperation!

We have compensated the player for their financial losses starting from the moment of the first mention of gambling concerns, namely from November 4, 2025.

Prior to sending the funds, we explained all calculations to the player, and the refund was successfully processed.

Thank you for your understanding!

Best Regards,

Moonwin Team

Dear Matej, I showed you the emails when I requested the account to be closed, they only refunded me 1424 euros.I requested permanent closure of my account on 10/18/2025.

First, I would like to thank the MoonWin.com Casino for providing additional details regarding this case.

Dear Dragan1989, after reading through all the screenshots you have sent me, and comparing them with the evidence provided by the casino, it seems like there is nothing more I can mediate. Let me explain:

• Your account closure requests

Although you have requested the account closure numerous times, the reason is never clearly stated. Therefore, all such requests are considered as "regular", which means you - as a player - had no gambling addiction. Continuing this logic - if you are not addicted, it means you could simply stop depositing and playing at the casino, unsubscribe from marketing communication or in the worst case - block the e-mail domains and phone numbers sending you promotional offers. If you do continue deposit and play, it is assumed you do this of your own, free will. It's the same as if you had a bad experience in a restaurant and stopped going there for your meals. Due to this, all the regular account closure requests are not considered as valid evidence regarding your case.

• Self-exclusion due to gambling addiction

As per the casino's evidence, the first time you had mentioned having gambling addiction was on 4th November. However, this request has been cancelled by yourself on the same day, when you told the live chat you are not addicted, and requested a bonus in exchange for keeping the account open. Your next self-exclusion requests were sent on 21st and 24th November. Despite this, the casino decided to take your initial request made on 4th November as the one that should have been actioned, which is commendable on their part. As such (taking into consideration the time it takes to process such request), the refund value I would propose to the casino is all the deposits made between the time the account should have been closed until the actual account closure, minus an withdrawals made in this time.

• The refund of 1,424 EUR

You have sent me a screenshot of the message the casino has sent you regarding the refund. It clearly stated the sum of your deposits and withdrawals made in the aforementioned time period, and they requested your payment details for processing. Since you confirmed reception of the money, it means instead of challenging the sum, you have agreed to the refund amount and responded with the banking details.

• Next steps

Your account should now be closed and marketing communication should cease. Unless you make me aware of this not being the truth, or receiving unwanted marketing communication from other casinos in this group, the self-exclusion part of the mediation is over.

If you have a proof that you have deposited way more money between the self-exclusion request and the account closure, I can speak with the casino representative and request your cashier history for evaluation. However, the casino will not be forced to oblige, as you have already agreed to the refund amount proposed by them previously, so I can't guarantee a different outcome.

Overall, this case seems to be at the point where all that's left to do is to close it. I will keep it open until the end of the week, to give you a chance to ask questions in case I did not explain something properly, or if you have any more issues to raise against the MoonWin Casino. Thank you for your understanding.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Dragan1989,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej