MoonWin Casino - La solicitud de cierre de cuenta del jugador es ignorada.

I have already contacted Moonwin and SlotsGallery multiple times and requested permanent self-exclusion due to gambling problems. Both casinos are ignoring my messages and refusing to close my accounts. This is a serious breach of responsible gambling obligations. I expect this complaint to be investigated urgently and both of my accounts to be permanently closed without further delay.

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Dear Masla25,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"Assistance For Problem Gaming

If you think that you start spending more money than you can afford, or in case gaming starts interfering with your normal daily routines, we strongly advise to consider several measures that can help, such as setting Personal Limits on your gaming activities, opting for Self-Exclusion, and seeking help and support from trusted independent bodies.To set the limits, please follow the link or alternatively, feel free to reach out to us via LiveChat or by support@moonwin.com"

To better understand your case, could you please clarify a few points?

• Could you please send me a copy of your self-exclusion request in which you informed the casino about your gambling problem? If possible, please include the entire email conversation with the casino. You may attach it directly to this complaint or send it to karla.m@casino.guru.
• Did the casino ask you to complete or confirm any self-exclusion request as described in its Responsible Gambling Policy? If so, did you complete that step?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Masla25,

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,
Karla
Casino.Guru