MoonWin Casino - La cuenta del jugador ha sido cerrada después de muchas solicitudes.

After months of asking them to close my account due to mental health issues and severe gambling addiction, they simply told me to try again (VIP manager Ana). They said the account wouldn't be closed, no matter what I tried. I could have prevented all the losses (30,000) if they had only granted my request to close my account. I received countless calls and emails from them, all urging me to keep depositing money. Now I've lost everything, and after over a year, they've finally closed the account, only because a lawyer requested a transaction history and asked why my account hadn't been closed after so many requests and proof of my mental health problems. There was no answer. The account was simply closed, and that was that. No transaction history, no answer to the question of why all the calls and emails encouraged me to keep depositing more money. Now we'll see each other in court. Even if you're in Curaçao, you'll get what's coming to you for ruining people's lives and simply refusing to close their accounts. concluding that one continues to pay in diligently.

Nach monatelangem bitten das konto zu sperren wegen psychischer probleme und starker spielsucht hat man mir einfach drauf geantwortet versuch’s doch nochmal (vip manager ana )das konto wird nicht gesperrt egaal was man versucht ich hätte die ganzen verluste (30 tausend )verhindern können wenn man nur meiner bitte nachgekommen wäre mein konto zu sperren anrufen emails alles habe ich von denen gehabt das ich ja weiter Geld einzahlen soll nun habe ich alles verloren und nun hat man nach über einem jahr das Konto gesperrt und das nur weil ein Anwalt eine Transaktionen Liste angefordert hat und nachgefragt hat warum mein konto nach so vielen bitten und nachweisen psychischer problem nicht gesperrt wurde es gab keine Antwort das konto wurde nur gesperrt und fertig keine Transaktionen listenkeine antwort auf die frage warum die ganzen anrufe und emails um mich dazu weiter zu ermutigen ja weitere gelder hier einzuzahlen nun sehen wir uns vor gericht auch wenn ihr in curacao seit wird es euch auch erwischen dafür das ihr den leuten deren Leben zerstört und euch einfach weigert deren Konten zu schließen das man ja brav weiter einzahlt

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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.

• Could you please explain what kind of proof of gambling issues you provided to the casino? Was the document issued by a medical doctor?
• When was the first time you informed the casino about your gambling issues? Would you be able to provide evidence of such communication, including the casino's responses?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, of course I can prove every single email, and I can also prove that I received offers to play at partner casinos through the Moonwin chat. They've been refusing to send me my transaction list for months. What I'd like to know is what you can help me with. Isn't this just a site for rating casinos, or am I missing something? Because I've already initiated legal proceedings against Moonwin regarding all of this.

Kind regards, Mario

Hallo natürlich kann ich das jede einzelne email genau so kann ich nachweisen das ich durch den moonwin chat anmgebote erhalten habe um bei Partner casinos zu spielen genau so weigert man sich mir seit Monaten meine Transaktionsliste zu senden was ich aber gerne wissen würde ist bei was ihr mir helfen könnt das ist doch nur ne seite um casinos zu bewerten oder habe ich da was übersehen?den ich habe bereits ein offenes verfahren gegen moonwin eingeleitet wegen dem ganzen

Mit freundlichen Grüßen mario

Thanks for your reply.

Please check the following resources regarding our complaint resolution center and our process:

https://casino.guru/guide/complaint-resolution-instructions

https://casino.guru/guide/how-we-resolve-casino-complaints

If you wish for our assistance. We can confront the casino from our side only with evidence that the casino should have protected you. Regarding the transactions list, GDPR requests are outside our purview.

Kindly provide the relevant communication for me to review, or let me know how you wish to proceed.

My email is tomas@casino.guru

Thanks in advance for your cooperation.

Dear Mario0512,

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.

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

We’ve reopened this complaint at the request of Mario0512. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Mario0512,

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,

Tomas

Hello Mario0512, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of MoonWin 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.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mario0512,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Tobique Gaming Commission and submit a complaint with them. To do this, please go to the casino's website and look for the Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. While there, I would also strongly recommend clicking the Request Self-Exclusion button and use this feature as well.

Lastly, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej