Queja #8 Moonwin Casino

Refuse to refund loss due to responsible gaming

Por Missmissalba

hace 5 meses

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

Casino en conflicto Moonwin Casino

Motivo Reembolso rechazado

Cantidad €11845

Discusión

AskGamblers

• Support Team

hace 5 meses

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Moonwin Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

AskGamblers

• Support Team

hace 5 meses

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Moonwin Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Missmissalba

hace 5 meses

Moonwin states that it treats all responsible gambling requests with the utmost seriousness and always acts in the best interests of its customers. However, my experience directly contradicts this claim.On multiple occasions, I clearly and explicitly informed Moonwin that I was gambling excessively and that I was concerned about losing my withdrawals. These requests were communicated first via live chat and subsequently via email. My communication was clear, firm, and unambiguous, and it constituted a direct responsible gambling request.Under responsible gambling regulations, operators are required to act promptly on such requests and must not use delaying tactics or attempt to discourage a player from implementing protective measures such as time-outs, limits, or account pauses.Despite my repeated requests, Moonwin deliberately applied delaying tactics and failed to provide any meaningful assistance. At no point did Moonwin implement a pause, limit, or restriction on my account to protect me or ensure the safety of my withdrawals, despite multiple opportunities to do so.This conduct represents a clear failure to meet responsible gambling obligations and is inconsistent with both regulatory requirements and Moonwin’s own stated policies.I am providing the full correspondence between myself and Moonwin below as evidence to support this complaint.I request that this matter be reviewed urgently and addressed in accordance with responsible gambling regulations

12 desember 03.34
Can u forward this to my VIP Manager, she promise last time she would help and make fast withdrawals. I want this now vip faster withdrawal :)
Thank you

12 desember 03.41
Chat vip asking for help to cool down and take brake.
They say i need to send and email.

Email sent same time 12 desember 03.41

Ive been playing alot today. I want to take a break for 48 hours. I think this is engouh time for my withdrawal to get prossesed. Can u make sure i can not access any game or play anything for at least for 48 hours.
Best regard Kosovare

Withdrawal total 11845,5 euro ( dokumentasjon screenshot.

12 desember 05.53
I get a respons, but not the respons or help i was asking for.
Bonjour, Kosovare!
Jacques, the VIP Support Manager who's ready to assist you!
As far as I can see, your cashouts are on pending.
However, they are processed in order of queue. But rest assured, our team is doing everything possible to process them as quickly as possible!
Thank you for choosing us! Stay brave, and don’t hesitate to reach out whenever you need!
Best regards,Jacques from VIP Support Team

I did not ask about the process, i ask for help to close/pause my account.

12 desember 11.17
after losing 30k i chat and ask for respons, they just say I haft to wait for email. I send again email.
Ive send u this email after taking with chat yesterday. Its not responsibale gaming if you dont help when I ask. I have now lost 30k and this amount moonwin is responsible for. I ask for help, to limit my account and cool down since ive played so much. I do not get any respons back at all. I ask to cool down limit account for 48 hour so my withdrawal would get prosessed without the risk of playing them. Now 30k is gode becoz of this. Are moonwin going to tale responsible for this ?

12 desember 14.18
They respons like this.
Hello Kosovare!
I am Malcolm and I will be happy to help you while your manager is away.
Unfortunately, closing or freezing your account is not possible because you have a balance remaining.
Kind regards,Malcolm from VIP Support Team
I ask ok if its no balanse is it possible then ?

He reply 12 desember 14.28
Hello Kosovare!
Malcolm here!
This is possible through your personal manager, contact him when you make a withdrawal
Kind regards,Malcolm from VIP Support Team

( i get so frustrerte becoz that is what I how done all night this night. )
So I ask how do I contact him/here ?

The reply 12 desember 14.30
Hello Kosovare!
Malcolm here!
When your manager is online, he will answer you on the same email.
Kind regards,Malcolm from VIP Support Team

13 desember 00.02
I write to them again
Its almos been 24 hours. Still im waiting for 2 withdrawal to get prosessed. Also still no respons regarding limit my account untill the withdrawal are prossesed. Maybe 3 days.

13 desember 01.50
The respons again has nothing to do with my request for help limit and brake. The respons is.

Hi Dilara,
Don't worry, All withdrawals are processed on a first-come, first-served basis by our finance department and often take up to 48 hours to process. So please be patient and your funds will be processed
Best Regards,Peter from MoonWin Casino!

13 desember 01.53 i ask Yes and what about resposibale gaming ? Limit account until this happening?
They reply is 13.des 05.52Hi Dilara,
Thank you for your reply! It's Peter!
Please clarify which specific limit you are referring to.
Best Regards,Peter from MoonWin Casino!

13.des 11.11 i again tell them what they already know but are just doing it on purpose.
I reply I want to limit my account for 3 days. So I can not play. Cool down

13.des 11.50 they reply like this
Dear Dilara,
I appreciate you letting us know about this.
Could you please tell me what led you to such a decision? I’m more than happy to do anything possible to make your experience better.
Looking forward to hearing from you!Kind regards,VIP Support MoonWin Casino Team
( now im tilting :( )

My reply 13.des. 12.24
I played alot, and i have told you this several time that i want to cool down so I dont risk playing my withdrawal like everytime. Its been 2 days now and if moonwin took responsible gaming serious you would limit my account like i Asked for 2 days ago. Becous you dont help me, i already lost 70 K. I need help to cool down couple days.

13.des. 13.44Still i get no answer for what I ask and om so frustarated.
Hello Dilara !
I am Emily and I will be happy to help you while your manager is away.
I understand that waiting for your withdrawal can be frustrating. Please know that your request is currently in pending status as our finance department carefully reviews each withdrawal to ensure the security of your funds. Your patience is greatly appreciated as we work through this process. Rest assured, we’re doing everything we can to expedite it for you.
Kind regards,Emily from VIP Support Team

13.des 13.55
My funds are not secure there at all, of risking playing it. And still no help for what i have Asked for limit account while withdrawal is pending

Dear Askgambler, please let me know if any screenshots from earlier chat are needed.

Moonwin Casino

• Representative

hace 5 meses

Dear AskGamblers,

Thank you for contacting us!

We would like to inform you that we have contacted you by email.
Please check your inbox and provide us with your feedback.

We look forward to cooperating with you!

Best Regards,
Moonwin Team

Estadísticas de quejas de Moonwin Casino

Resueltas 7 / 7

Cantidad promedio $2,983

Duración media de quejas N/A

Tiempo de respuesta promedio N/A

Moonwin Casino Quejas

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Withdrawal Delayed Without Explanation

I am writing to report an issue with MoonWin Casino regarding a delayed withdrawal that has exceeded all stated processing times.

I deposited $350 and after playing, I requested a withdrawal of 1,856 USDT.

During the process, I was asked to complete multiple verification steps, including ID verification, selfie with ID, additional selfie with handwritten note, and even a selfie showing my physical location.

All requested documents were submitted and my account was fully verified and approved.

After that, I was told that withdrawals take up to 48 hours to process. That time has already passed.

Since then, I have only received generic responses such as “your withdrawal is being processed” and “please be patient”, without any concrete update or timeline.

They are unable to provide confirmation of approval, a processing date, or any clear reason for the delay.

There are no pending actions on my side, and I have complied with all requirements.

At this point, I believe the casino is deliberately delaying the withdrawal without justification.

I am requesting immediate processing of my withdrawal of 1,856 USDT and a clear resolution.

I am ready to provide all supporting evidence if required.

Resuelta

$1,856

Been a week and no reply to emails for account closure and still able to deposit

Dear AskGamblers Team,
I am contacting you to request assistance regarding an issue with Moonwin.
I previously contacted Moonwin support to inform them that I have a gambling problem and asked for my account to be closed. Unfortunately, despite sending multiple emails and contacting support, I have received no response and my account remains open.
Since my initial request for account closure, I have been able to continue depositing funds. In total, €250 has been deposited after I asked for the account to be closed. As I had already notified the casino about my gambling problem and requested closure, I believe these deposits should be refunded.
I am actively trying to stop gambling and it is very concerning that the account is still open despite my request. I would greatly appreciate your assistance in helping to:
Ensure my Moonwin account is permanently closed as requested.
Request a refund of the €250 deposited after my initial closure request.
Obtain confirmation from the casino that the matter has been resolved.
Thank you for your time and assistance. I am trying to take responsible steps to manage my gambling and would be grateful for your help in resolving this situation.
Kind regards,

Resuelta

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Turning into scam casino

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

Resuelta

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Account Closure and Request for Assistance

Dear AskGamblers Support Team,

I am writing to file a formal complaint regarding my experience with the platform MoonWin and to request your assistance in resolving this matter.

I no longer see any reason to continue playing on MoonWin. Due to many concerns, I decided to close my account and switch to other providers.

On February 3, 2026, I informed the platform of my decision and fulfilled all the requirements communicated to me mail support.

However, instead of proceeding with the account closure, I received multiple promotional offers, even though I had already declined such offers beforehand and clearly requested the closure of my account.
Since then, there have been five separate exchanges in which I explicitly and repeatedly requested that my account be closed immediately.

Despite my clear and repeated instructions, the account has not been closed.

For this reason, I kindly ask AskGamblers to intervene and assist in ensuring that my MoonWin account is closed without any further delay.

Thank you in advance for your support.

Resuelta

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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.

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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.

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€884