Queja #2 Moonwin Casino

Moonwin Casino -Refused to close my account despite multiple requests

Por Jabka123

hace 9 meses

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.

Casino en conflicto Moonwin Casino

Motivo Reembolso rechazado

Cantidad €884

Discusión

AskGamblers

• Support Team

hace 8 meses

Dear all,

Following a careful review and consideration of all the information, details, and 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.

The player has been refunded the amount of net loss: the difference between the amount deposited since the original self-exclusion request and withdrawals until the account was permanently closed.

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.

Jabka123

hace 8 meses

Hello, my case has not been resolved. MoonWin Casino has not explained why they only refunded 884 euros.
I ask MoonWin Casino to take responsibility and refund the full amount."

Moonwin Casino

• Representative

hace 8 meses

Dear Jabka123,

Thank you for getting back to us.

We would like to confirm that the refund has been successfully issued on our end.

We appreciate your request and your cooperation.

Best regards,
Moonwin Team

Jabka123

hace 8 meses

I confirm that I have received a refund of €884. However, I would like to clarify that between 26/08 and 30/08 I made deposits totaling €5,400 and withdrawals amounting to €2,100.

This means that my actual net loss during this period is significantly higher than the refunded amount. I kindly ask you to review this matter again and provide me with a clear explanation as to why I have not been refunded the full amount corresponding to my net loss.

I look forward to your prompt response.

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

Ver todas las quejas contra este casino.

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

€250

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

$3,750

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

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

Resuelta

€11,845

Moonwin not follow the rules

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.

Resuelta