The player from Germany requested account closure for protection on December 17th but faced difficulties due to email discrepancies. Despite the request, they continued to deposit funds, won 2,000 €, and now their account is deactivated with no response from the casino. They seek to cash out their winnings or request a refund of recent deposits.
MoonWin.com Casino - Player’s account is closed after recent winnings.
Amount: €2,000
MoonWin.com Casino
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Case opened
Current status
Waiting for player to reply
1d 9h 24m 21s
Case summary
5 days ago
Public
Public
1 week ago
Translation
Hello everyone,
On December 17th, I first informed Casino Moonwin via live chat about closing my account. They referred me to their email support. I immediately contacted them through email, requesting the closure of my account for my own protection, providing my registered details there.
Subsequently, there were difficulties in associating the correct email since apparently googlemail and gmail are not considered the same. After another two days and another email, someone from the "care" department reached out to me and offered free spins. Additionally, due to the account not being closed, I made further deposits.
Today, I made another deposit, won about 2,000 €, and now my account has been deactivated.
I am not receiving any replies to my emails, and the live chat is only accessible when I am logged in.
Perhaps you can assist here. I would like to cash out this win, or alternatively, request a refund of the deposits made from December 17th until today since no player protection was provided.
Thank you very much.
Automatic translation:
Public
Public
1 week ago
Dear Sakuja,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
1 week ago
Translation
I have sent you the history of the emails.
I told support that I wanted to protect myself in the first email, as well as in the second. In this email I also pointed out that there was no player protection and that I had deposited again. I was then offered free play.
Automatic translation:
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5 days ago
Thank you for sending me the emails. Could you also please send me the email you received from the casino after your account was deactivated?
Sakuja has 1d 9h 24m 21s to reply
