MoonWin Casino - Die Bearbeitung des Antrags des Spielers auf Schließung des Kontos verzögert sich.

Hello!

I've been trying to close my account for weeks due to gambling addiction. I also requested a withdrawal of €600, which hasn't been processed. I keep getting put off! My request to close the account due to gambling addiction is completely ignored. I've clearly stated every time that I'm a gambling addict! I don't know how long it's been going on, but I've deposited so much since my first request! This casino should have its license revoked! What they're doing is causing psychological stress!

Just close it, that's all I want!!!!!

Hallo!

Ich versuche seit Wochen mein Konto zu sperren wegen spielsucht. Und ich habe noch 600 Euro zur Auszahlung beantragt die nicht bearbeitet wird. Ich werde jedesmal vertröstet!! Und meine Anfrage auf Kontosperre wegen spielsucht wird komplett ignoriert. Ich habe es jedesmal klar und deutlich gesagt das ich spielsüchtig bin!! Ich weiß nicht seit wann aber ich habe so viel eingezahlt seit meiner ersten Anfrage! Diesem casino sollte die Lizenz entnommen werden ! Es ist psychischer stress was die machen !!

Schließen Sie es doch einfach mehr will ich nicht!!!!!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear luckysun,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear luckysun,

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.

Hello Veronika,

I sent you the requested documents by email.

Best regards

Hallo Veronika,

Ich habe dir die geforderten Unterlagen per Mail geschickt.

Liebe Grüße

Thank you for your email.

From the attachments you provided, I can see that you requested self-exclusion on 26 March, and the casino responded to your request on the same day, stating that your account has been "paused."

Please allow me to ask a few additional questions to clarify the situation:

• Have you continued communicating with your VIP manager since then?
• Has your account been reopened and is it now fully accessible?
• Have you tried contacting the casino regarding your self-exclusion request using a different email address than their VIP contact?

Good morning,

Yes, I found another email from March 22, 2026, in which I requested a suspension from Moonwin.com support due to gambling addiction. Furthermore, I took screenshots of all my deposits and transaction history from March 22nd to the present day. Yes, my account was reactivated, and I had normal access again. I sent you the email from March 22nd and the screenshots of the deposits by email.

Guten Morgen,

Ja ich habe noch eine weitere Mail vom 22.03.26 gefunden wo ich den Support von Moonwin.com um eine Sperre aufgrund von Spielsucht gebeten habe. Desweiteren habe ich Screenshots von meinen ganzen Einzahlungen bzw. meinen Transaktionverlauf vom 22.03 bis heute gemacht. Ja mein Konto wurde wieder freigeschaltet und ich hatte wieder ganz normalen Zugang. Die Mail vom 22.03. Und die Screenshots der Einzahlungen habe ich Ihnen per Mail zugeschickt.

Dear luckysun

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,

Veronika

Hello luckysun, 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.

Dear Casino Guru,

We would like to inform you that the player's account has been disabled.

Best regards,

MoonWin Casino Team

Dear MoonWin Casino, thank you for the account closure.

Could you please confirm it was marked as "gambling addict" and closed forever, and all marketing communication has ceased?

Lastly, if you could e-mail me (matej.l@casino.guru) player's cashier history showing both deposits and withdrawals between 22/03 - 27/05, for a review, that would be much appreciated. Thank you.