Moonwin Casino

Refuse to refund loss due to responsible gaming

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

Moonwin not follow the rules

€11845

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.

Moonwin Casino -Refused to close my account despite multiple requests

Complaint:

I am submitting this formal complaint against Moonwin.

On multiple occasions (starting from [26/08/2025]), I clearly requested that my account be permanently closed due to responsible gambling concerns. I explicitly stated that I no longer wished to gamble and asked the casino to block my access.

Despite these written requests, the casino failed to take any action. My account remained open, which allowed me to continue depositing and losing money. This constitutes a clear breach of responsible gambling obligations, as the casino ignored my direct request to self-exclude and instead continued to profit from my deposits.

This situation has caused me significant financial and emotional harm. I consider this not only a failure of customer care but also a violation of fair and responsible gaming standards.

I respectfully request that AskGamblers review my case and help me obtain the following:

1. Immediate and permanent closure of my account.

2. A full investigation into my complaint.

3. A refund of all deposits made after my first account closure request.

4. Written confirmation from the casino that these corrective actions have been taken.

I can provide evidence, including emails, chat logs, and screenshots, which prove that I requested permanent closure and that the casino deliberately ignored my requests.

Thank you for your assistance in resolving this matter.

Moonwin Casino - Delayed withdrawal

€884

Hello Moonwin and Askgamblers , I'm writing you today since my withdrawal of 4000€ is delayed since 28th June due to "an unknown error"

All I get as an answer is to wait for an e-mail from them and that they can't give me a timeframe.

Unfortunately I cannot add screenshots or photos I made since I get an error saying characters not supported, but I will gladly send them through e-mail.

Thank you for helping me Askgamblers.

Delayed payment 3000 Euro

€4000

Hello dear AskGamblers team.

I played at the MoonWin casino and wonx3000€. It’s now 3 weeks ago and I still haven’t received my payment

I hope u guys can help. I’m still confused I hope I will get the money

Please help me AskGamblers

Months ago was my last withdrawal.

€3000

Beschwerde-Statistik

Gelöst 6

Durchschn. Betrag $ 3,762

Durchschn. Dauer 4 Tage

Durchschn. Antwortzeit 4 Tage

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Spielerbewertung

9.3/10 ● 118 Bewertungen

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Das Casino ist sehr ausgeglichen und erfüllt das Auge mit visueller Freude. Die Spiele sind viele verfügbar und fast alle Anbieter soielpar. Das ist sehr gut.

Alles was ich bisher sagen kann ist positiv also schau ich gerne später nochmal rein um was zu sagen. AUSZAHLUNGEN sollten schneller gehen. Das wäre wichtig.

Dear Player, Thank you very much for your detailed feedback. We’re pleased to hear that you find the casino visually appealing and well balanced, and that you’re enjoying the wide availability of games and providers. It’s great to know that your experience so far has been mostly positive and that you’re happy to return and continue playing. We also appreciate your honest comment regarding withdrawals. Your suggestion is important to us, and feedback like this helps our team focus on areas where we can continue to improve and refine the overall experience. Thank you again for sharing your thoughts. If you ever have any questions or suggestions, please feel free to contact our support team via live chat or email at [email protected]. We are always happy to help. Best regards, Moonwin Team

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Dear Margarett, Thank you so much for sharing your wonderful review. We're delighted to hear that you find the platform fresh, fascinating, and visually appealing. It’s great to know that the modern, colorful design and smooth, easy-to-use interface made your experience enjoyable. We’re also thrilled that you’re enjoying the wide selection of games, from thousands of slots to table games and live casino options. Providing variety and a seamless experience is something we continually aim for. Your feedback inspires us to keep improving and delivering one of the top real money online casino experiences. If you ever have any questions or suggestions, our support team is always here to help via email - [email protected] or live chat. Best regards, Moonwin Team

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Dear Monica, Thank you so much for sharing your positive review. We’re delighted to hear that the withdrawal process has been quick for you during weekdays and that you're enjoying the wide selection of games, from slots to live roulette tables. It’s great to know the interface feels excellent and that the VIP levels add even more excitement to your experience. Your feedback motivates us to keep improving and delivering a smooth, engaging environment across pokies, slots, live casino games, and real money withdrawals. If you ever have any questions or suggestions, our support team is always available via email - [email protected] or live chat. Best regards, Moonwin Team

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Dear Amelia, Thank you so much for sharing your wonderful review. We’re delighted to hear that everything worked quickly and smoothly for you. It’s great to know that the automated system made the KYC process fast and easy, and that your withdrawal was processed in less than a day. Having the funds reach your bank account just a few hours after confirmation is exactly the seamless experience we aim to provide. We’re also happy to hear that you find the website tidy, easy to use, and simple to navigate. Your feedback motivates us to keep enhancing the overall experience across pokies, slots, live casino games, and real money withdrawals. If you ever have any questions or suggestions, our support team is always here to help via email - [email protected] or live chat. Best regards, Moonwin Team

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