Refused to close my account despite multiple requests

Hi,

I am looking for help with my failed self-exclusion from Moonwin Casino.

I requested self-exclusion in April 2026, and it took 12 weeks to get them to close my account, even though I repeatedly asked for self-exclusion due to gambling addiction. I lost a lot of money and would like some help because that money should never have been able to be deposited.

Timeline of events (matched to attachments):

25 April 2026: I submitted an account closure request to MoonWin (attached item 1)

29 April 2026: I submitted a second request and explained it was due to gambling addiction. MoonWin replied, confirming that my request had been received and was under review. No exclusion was applied, and no further contact followed. (Attached Item 2)

30 April - 3 May: I followed up numerous times between 30 April 2026 and 3 May 2026. No messages received a reply. My account remained fully open and functional, and I continued to incur losses. (Attached Item 3)

On 12 July 2026, I submitted a further formal self-exclusion request, again expressly citing gambling addiction (Attached Item 4 & 5)

Between 13 July 2026 and account closure, I requested updates, followed up stating gambling addiction multiple times by, WhatsApp and in-site chat, and was told my message had been received and to just "wait" - nothing was actioned. (Item 6,7,8)

I continued to follow up across multiple channels until 18 July 2026.

On 19 July 2026, I sent a final notice stating that I would be contacting my bank and the gaming board if my account was not closed and refunds processed for losses. (Item 9)

Moonwin closed my account shortly afterwards - approximately twelve weeks after my original request- and only once its revenue was threatened. It has never responded to my request for a refund of the losses I incurred during the period of its inaction.

I would love AskGamblers help in recovering some or all of the losses that occurred due to the Moonwin team ignoring my self-exclusion requests. I would also like confirmation that I am self-excluded from all operators under their parent company by email and phone number.

Hi at Askgamblers,

Despite several request for self exclution from the casino, they do not execute my request. I have described my gambling issues and the personal consequenses for me, but they keep on sending me free spins and other nudging activitites that leads to loss of money for me.

In their terms and condition they clearly states that they take gambling addiction seriously.

https://www.moonwin.com/responsible-gaming

I will ask for refund of my losses in 2026, and this is first step before a complaint to the Tobique Gaming Commission.

This have had serious consequenses for me, and I really believe that Moonwin do not live up to their responsibility.

Best,

< full name removed >

Hi,

I am having long standing issues with moonwin casino and have outstanding funds which they keep saying have been paid back but have not.

This all started on the 13th of January 2026 when I had 2 withdrawals which were rejected and not returned to my gaming account which were for $2200 and $1550. I queries this and was told the money had been credited back to my gaming account when it clearly had not.

I then asked for a full copy of my gaming history for between January 9th and 12th including balances per spin etc. I have asked now on multiple occasions and via multiple staff members including VIP manager to which I have got nothing but the run around with excuses ranging from staff being on holiday (not during peak holiday period) to being told it's available on my account and sent a link which gave me literally zero information.

Vip manager is now just ignoring the situation and the $3750 is still not accounted for.

I have copies of most of the chat conversations I have had with the casino to verify this.

I have had my account manager give numerous answers which make no sense then once provided finally with the information I had been requesting nothing he said matched up to my account.

He has said, along with other staff members, the funds were instantly credited back to my gaming account to which my betting history clearly shows that is not the case.

In addition to that, they have currently (still) listed on their website under promos of collecting points to turn into coins for rewards in their store. As I was going through all of this drama I also noticed as of at least mid way through last year they have not been adding these to my account either which at this stage would have accumulated tens of thousands of dollars worth based on their terms and conditions. I was told when I asked that there was an internal issue with the bonus store which was completely untrue as I have friends with accounts at their casino and they said they have had access to it the whole way through with no issues. So they have removed this option from my account to punish me after a prior dispute from way back then which was resolved and rectified by the casino as it had been an issue at their end which I had provided evidence to support. During that encounter the the staff member I had been dealing with was extremely rude and I ended up having to go directly to a VIP manager who resolved it.

I have been more than patient at this point and am more than frustrated. As a side note I have many many more screenshots available if need be only limited by amount here I am able to upload.

Your help would be greatly appreciated.

Look forward to hearing from you and appreciate the role you play in this industry.

Regards

Account holder: < sent to casino >

Casino: MoonWin Casino

Issue: Failure to apply responsible gaming measures despite repeated requests

Period: 12–16 December

Amount involved: €11,845.50 pending withdrawals

I am submitting this formal complaint regarding MoonWin Casino’s failure to uphold its responsible gaming obligations, despite my repeated and explicit requests for a temporary account limitation / cooldown period.

I contacted MoonWin before my losses occurred, clearly stating that I was playing excessively, felt at risk, and needed my account restricted to prevent further gambling while my withdrawals were pending. These requests were ignored, deflected, or delayed, directly resulting in significant financial harm.

Timeline of Events

12 December – 03:41

I contacted VIP support and sent an email requesting:

A 48-hour cooldown

Full restriction of gameplay

Protection of my pending withdrawals (€11,845.50)

I explicitly stated that I had been playing a lot and needed a break for responsible gaming reasons.

12 December – 05:53

VIP support replied only about withdrawal processing and did not address my request for account limitation or cooldown.

12 December – 11:17

After losing approximately 30,000, I contacted support again, stating clearly:

I had asked for help earlier

My request was ignored

The losses occurred because my account was not limited when I asked

12 December – 14:18 to 14:30

I was told:

My account could not be frozen because I had a balance

Only my VIP manager could do this

I should wait for my manager to reply

Despite the fact that I was actively requesting responsible gaming intervention.

13 December – multiple contacts

I repeatedly asked for:

A 3-day cooldown

Temporary restriction of gameplay

Instead of action:

I received generic withdrawal responses

I was asked unnecessary questions

My request was continuously delayed or ignored

During this period, my losses increased significantly.

16 December – Final Response

After losing everything, MoonWin stated:

“Unfortunately, there’s not much we can do about this… we’re unable to issue any refund.”

This response ignores the fact that I requested help before the losses occurred.

Key Responsible Gaming Failures

I clearly communicated loss of control

I explicitly requested a cooldown / account restriction

My requests were repeated over several days

No immediate protective action was taken

I was allowed to continue gambling while withdrawals were pending

Support staff focused on retention and withdrawals instead of player protection

This is a direct breach of responsible gaming principles, where a player requesting limitation must be protected immediately, not delayed until further losses occur.

Impact

Because MoonWin failed to act when I requested help:

I lost eveything, they only approved one withdrawal earlier. the amount in the complaint here is lost.

My pending withdrawals were not protected

I experienced significant emotional distress

The situation escalated despite clear warning signs

These losses were preventable had MoonWin acted responsibly when first notified

I have a big problem with this casino, they refuse to close my account. I have been writing to them for about 3 months now, telling them to close my account, but they avoid talking about it, ignore it. They are only interested in me losing my money, they do not follow the rules of safe gaming. It is not possible to impose bans or close an account in the gaming profile.

They manipulate players by offering bonuses, ignoring messages related to account closures.

Please help deal with this evil casino that uses people's addiction for their own benefit. These casinos have no place under the sun.