MoonWin.com Casino - Player's account is closed.

After making a few deposits, I requested a withdrawal.

They asked for my ID, which I provided, and they approved both my ID and my withdrawal of €100-150.

After making additional deposits and winning on multiple games, they started requesting more documents, including proof of address, a selfie, a bank statement, a utility bill, a selfie with my ID, and a selfie with a handwritten note.

I submitted all the requested documents, but they deliberately delayed my withdrawal for unreasonable reasons—for example, claiming that the paper that i ve handwritten was invalid because it didn’t have lines that paper. Despite this, they initially approved my documents without the selfie.

I complied with their request again, resubmitted the documents, and attempted to withdraw my funds.

A few minutes later, they disabled my account. Now, I cannot log in, they are not responding to my emails, and I cannot access live chat support because login is required.

I don’t know what to do. This is the most unfair experience I’ve ever had, and I strongly suspect that it is related to the review I left about their services on this platform.

I want to mention that i have not used any bonuses on this platform and I have only one account.

Dear TopGspin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• When exactly did you create your casino account and when was it closed?
• Have you received any explanation from the casino regarding this issue?

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,

Kristina

Only slots, this month i created - last week and yesterday they closed

no explanation

Dear Kristina and TopGspin,

Thank you for your patience while we reviewed your case. We understand that the verification process may have been frustrating, and we sincerely apologize for the delay.

Please note that KYC verification is a mandatory security procedure required to comply with regulations and ensure a safe gaming environment for all players. After completing the necessary checks, we can confirm that your funds have now been successfully paid out.

If you have any further questions or need assistance, our support team is available 24/7 via live chat or at support@moonwin.com.

Best regards,

MoonWin Team

I confirm that I received it, thank you for helping me Casino Guru.

Also thank your for cooperation Moonwin

I will delete my bad reviews regarding you if you tell me why my account has been disabled. Under what term since i passed all the kyc checks and never broke any rules.

Hello everyone,

Thank you both for your replies.

TopGspin, please understand that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. If the casino paid out all the winnings and/or no active balance has been withheld, we do not investigate the reason behind account closure.

Since you received the remaining balance, we will now consider this complaint resolved.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru