MoonWin Casino - La solicitud de cierre de cuenta del jugador se ha retrasado.

Dear Casino Guru Team,

I am asking for your help regarding a serious issue with MonWin Casino.

Since May 9, I have been trying to permanently close my casino account. I have sent dozens of emails and contacted their live chat multiple times. Every time, I receive the same response: that a manager will contact me regarding my request. However, no manager has ever contacted me.

It is clear to me that they are deliberately avoiding closing my account despite my repeated requests. I explicitly informed them that I have a gambling problem and that I wanted my account closed for responsible gambling reasons.

Unfortunately, since my first closure request on May 9, I have lost approximately €2,350. During this period, MonWin Casino continued to send me promotional emails and bonus offers, encouraging me to keep gambling instead of processing my account closure request.

Could you please assist me in getting my account permanently closed? Emails and live chat communications have been completely ineffective.

I would also like to ask whether, considering that I informed the casino about my gambling problem and repeatedly requested account closure, I may have grounds to seek a refund of the money I lost after my initial closure request.

Thank you for your time and assistance. I look forward to hearing from you.

Kind regards,

[Your Name]

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MoonWin Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please forward the most recent communication you received from the casino? Please share the information with timestamps to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Hello Tomas I send u email have a nice day !

Hello Thomas Finally, they closed the account, they should return the money to me from the first email, at every other casino, when you report that you have a gambling problem, they close the account immediately, if they did so, I would still have money in my account, it is not respect for the customer, there should be no such a place, maybe the casino will refer to my deposit refund?

Dear mentoredi,

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 mentoredi, 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 Matej,

Thank you for your patience.

We would like to confirm that the player's account has now been disabled in accordance with their request.

Kind regards,

MoonWin Team

You only closed my account after my complaint was posted on Casino Guru, which caused me to lose a significant amount of money. I want my deposits to be refunded. If you had acted immediately when I requested the account closure, this situation would never have happened. There would have been no complaint, and I would still have my money in my bank account.

I want you to handle this matter as a reputable casino should. This is not the first time there have been issues with your casino regarding account closures, as can be seen from other complaints. Please contact me so we can reach an agreement regarding the refund of my deposits.

Thank you for the account closure, dear MoonWin Casino. Could you please also confirm this closure is permanent, with no oprtion for reopening, the player has been marked as gambling addict and all the marketing communication has been disabled?

Also, I would like to ask for the player's cashier history showing both deposits and withdrawals made during the time period of 09/05/2026 - 08/07/2026. If you could e-mail it to me at matej.l@casino.guru, that would be very helpful. Thank you.

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 Matej,

We confirm that the player’s account has been closed and no longer can be accessed.

As requested, the player’s transaction history covering the period from 9 May 2026 to 8 July 2026 has been sent to you directly via email.

Please let us know if you require any additional information from our side.

Kind regards,

MoonWin Casino Team

Thank you for the messgae, dear MoonWin Casino.

According to the cashier history, it seems like during the time the account should have been closed, the player has deposited 2,569 EUR and cashed out 349 EUR. Therefore I would like to ask if you would be willing to refund the player the remainig 2,220 EUR. Thank you.

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 mentoredi,

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.

First, 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.

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