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

I want to have my account permanently blocked, but I keep getting fobbed off with flimsy excuses. A few weeks ago, I managed to get them to deactivate my account, but unfortunately, this was only temporary, so I deposited money again. Now I've contacted them again and they're stalling me again.

Ich möchte mich dauerhaft sperren lassen, werde aber immer wieder mit fadenscheinigen Ausreden vertröstet. Vor einigen Wochen hatte ich es dann geschafft, dass sie mein Konto deaktivieren, dies war aber leider nur temporär, so dass ich daraufhin wieder eingezahlt habe. Jetzt habe ich sie wieder angeschrieben und werde wieder hingehalten.

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Dear Klobixxx,

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

I have reviewed the casino’s Responsible Gambling policy and found the following:

"Self-Exclusion Limit. You can set a self-exclusion limit for a definite period of time. Upon doing so, your Player Account will immediately be disabled, and you will be excluded from all promotional offers for the set period. You will not be able to deposit or withdraw funds when the limit is active. However, there is always a way to initiate a manual withdrawal via our customer support channels.

You may also contact our Support Team at support@moonwin.com

and inform us about your decision to stop gambling at the website for a certain period of time. We will take all measures to block your access to your user account and make sure that you receive no promotional materials."

Based on this, it is important to distinguish between a standard account closure and self-exclusion. A regular account closure may not prevent future access, while a properly requested self-exclusion—especially when related to gambling concerns—should result in restricted access to the account.

To better understand your situation, I would like to ask:

• Did you clearly inform the casino about a gambling problem when requesting account closure?
• Could you specify the exact reason for closing your account?
• Please forward any account closure or self-exclusion requests you sent to the casino

You can send the supporting communication to my email address: petra.h@casino.guru

Thank you very much in advance for your cooperation.

Best regards,

Petra