MoonWin.com Casino - A conta do jogador foi encerrada após várias solicitações.

Hello!

I have the following problem with Moon win. I have been trying to close my account for months because I have a gambling problem. I have asked to close the account at least 10-15 times via live chat, and also by phone. Each time I was either offered a bonus or told that only the casino manager could close my account and that he was not present. So I continued to lose money in this casino for months. Unfortunately I cannot say the exact amount because the casino has now finally closed my account after I threatened legal action and demanded my deposits back. They are no longer responding to emails! I sincerely ask you for help in this matter!

Kind regards, Claudia T***

Hallo!

Ich habe folgendes Problem mit Moon win. Ich habe seit Monaten versucht, mein Konto zu schließen, da ich ein Glücksspiel Problem habe. Ich habe mindestens 10-15 mal per live Chat gebeten das Konto zu schließen, auch telefonisch. Mir wurde jedesmal entweder ein Bonus angeboten oder mir wurde gesagt, dass nur der Casino Geschäftsführer mein Konto schließen könne, und dieser nicht zugegen wäre. So habe ich monatelang weiter Geld in diesem Casino verloren, den genauen Betrag kann ich leider nicht sagen, da das Casino nun endlich mein Konto geschlossen hat nachdem ich mit rechtlichen Schritten gedroht hatte, und meine Einzahlungen zurück verlangte. Auf Mails wird nun nicht mehr reagiert! Ich bitte sie aufrichtig um Hilfe in dieser Angelegenheit!

mit freundlichen Grüßen Claudia T***

Dear claudi3110,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please advise if you informed the casino that the gambling problem is the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello!

Thanks for the quick reply!

I told the casino at least 10-15 times via live chat and also by phone. I was repeatedly told that only the casino manager can close the account, but he was never there. Often I didn't even get a reply. Unfortunately I didn't take any screenshots.

Hallo!

Danke für die rasche Antwort!

Ich habe es dem Casino mindestens 10-15 x mitgeteilt im Live Chat und auch telefonisch . Mir wurde immer wieder gesagt, dass nur der Casinomanager eine Schließung vornehmen kann, dieser war aber nie zugegen . Oft wurde mir nicht einmal geantwortet. Leider habe ich keine Screenshots gemacht.

Thank you for your reply, claudi3110. I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. Since you didn't save the communication and your account was closed, I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.