MoonWin.com Casino - Рахунок гравця залишається відкритим, незважаючи на залежність від азартних ігор.

I told them I had a gambling addiction and they didn't want to close my account and took all my money.

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Dear Dragan1989,

Thank you for your reply and for providing the previous details.

Could you please clarify the following:

• Could you please confirm whether you have forwarded your account closure request to the correct email address: [email protected]?
• Have you received any responses from the casino regarding your requests or approval of your account closure due to gambling addiction, apart from the attached chat with Kyle?
• Are you still able to access the casino? Can you log in to your account?

Thank you again for your cooperation.

Best regards,

Petra

Dear Dragan1989

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 ([email protected]). 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,

Petra

Hello Dragan1989, 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.

I’d like to invite a representative of MoonWin.com 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 [email protected].

Thank you for your patience and cooperation in advance.

Dear Matej,

We would like to clarify the situation.

During the correspondence, the player’s communication was inconsistent.

At different points, the player stated they had a gambling addiction, and later withdrew these statements while requesting bonuses, including messages implying that they would not close the account if a bonus was granted.

Responsible gambling tools and clarification were offered; however, the player did not engage.

Due to the conflicting information provided, it became more challenging to clearly determine the player’s intentions.

In our final message, we asked the player to clearly confirm whether the request was related to responsible gambling concerns, as this determines the applicable procedure. The player did not respond.

Due to the contradictory statements and lack of confirmation, we acted in accordance with our responsible gambling policies. The player’s account has now been closed.

Best Regards,

Moonwin Team

everything is a lie, I have all the evidence that I clearly said that I have a gambling addiction but you did not want to close my account and I continued to play. I ask you to return my funds

Dear MoonWin.com Casino, could you please e-mail me the contradictory communication between yourself and the player, that would support your statement? Also, seems like once again the VIP manager was unavailable when a player requested self-exclusion. This seems to be a pattern across multiple of the complaints regarding self-exclusion and is very worrying.

Dear Dragan1989, while we are waiting for the casino to respond, I have noticed some of your screenshots are not showing dates. Can you please provide me with exact dates for each request where you mentioned having gambling addiction? You can send it to me via e-mail at [email protected] - or ideally forward me the entire messages and/or communication with the casino, where gambling addiction was mentioned, and what kind of responses you got. Thank you very much.