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Moonwin Casino

Our Rating CasinoRank
7.9/10
CasinoRank
Player Rating 73 reviews
9.1/10
73 reviews
Complaint Response 5 complaints
2 days avg. 5 complaints

AskGamblers Quick Overview

Editor’s View

Overall, we have no concerns with the casino. It’s user-friendly, and we were able to use the site seamlessly with no issues. Live chat is easy to locate, the menus are accessible, and the games lobby is user-friendly. 

What we like
  • Home to well-known providers
  • 24/7 live chat
  • VIP Program
What we don’t like
  • Clause may apply to wins over 15K
Affiliate disclosure

Our content contains affiliate links and we may make a commission on operator registrations and deposits made through these links. We only recommend licensed operators and we would not endorse any brand that is not verified by our experts. Get the truth. Then play.


Moonwin Casino Details

Here you can find all the specific details about this casino.

  • General
  • Payments
  • Games
  • Responsible Gambling
  • Customer Support
Website
https://www.moonwin.com/
Established
2023
Licences
Curacao Gaming Control Board
Affiliate Program
Languages
English, German, Norwegian, French, Italian
Casino Type
Crypto Casino, Instant Play, Live Casino, Mobile

General Information about Moonwin Casino

Moonwin Casino is an online casino home to a catalogue of games from leading providers. The site supports multiple languages, which can be selected at any time. 

You can use virtually any web or mobile device to access the casino. If you prefer mobile casino sites, simply log in or register through the latest smartphones and tablets. 

Once a member, you may be able to join the Cosmic Cash Club, which is for VIPs. You’ll be able to collect points and exchange for them for rewards. 

More information about the casino is available in our online casino review below. 

StallCation

Complaints

Read the complaints other players have left for Moonwin Casino. Learn more about complaints.

Show all complaints
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

staus Resolved

Complaint Statistics

Resolved 5
Avg. Amount $ 1,718
Avg. Complaint Duration 8 days
Avg. Response Time 2 days

Review this casino

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Player rating
9.1/10 73 reviews

Top reviews from our players

Moonwin confused me a bit at first, but it turned out to be a really impressive casino. It not only offers a great selection of software providers but is also among the first to launch the newest games, which definitely keeps things exciting.

Dear Lisa, Thank you so much for your excellent review. We truly appreciate you sharing your experience. We are glad to hear that, even though things felt a bit confusing at first, the experience turned out to be impressive. Offering a wide range of software providers and being among the first to launch the newest games is something we focus on to keep gameplay exciting and fresh. Your positive feedback motivates us to continue improving usability, expanding our game selection, and delivering a high-quality real money online casino experience with top slots and live casino content. If you ever have questions or need assistance, please feel free to contact our support team via live chat or email - [email protected]. We are always happy to help. Best regards, Moonwin Team

user avatar

I've been playing at Moonwin casino for a couple years now. It was the first online casino I signed up for and actually deposited money into. The verification process for me was extremely simple and they verified me with only my driver's license. And I was able to make a withdrawal almost instantly. At that time it took roughly 24 hours. I've had withdrawals since then. Go through in as little as a few hours depending on the time of week. My deposits have always been instant. There's been no delay and anytime I've had to speak with a support person it is instant. There's no waiting in queue to speak with somebody. They're just there 24 hours a day. Doesn't matter what country you live in. I found their site to be very user-friendly, easy to navigate. They've got a huge selection of games from every provider you can think of and are adding new games on a continuous basis. I love that I have my own bonus. I guess you could say person. Her name is Petra and she actually phones my phone to let me know she has credited my account with free spins or no deposit bonus and aside from her there's regularly free spin bonuses, no deposit bonuses and a huge variety of deposit bonuses. Overall, moonwin has been my favorite casino to date and I have signed up since signing up with Moonwin for many other online casinos?

The only negative input that I have for this casino is I wish that the minimum deposit for interact e-transfer was less than the $30 you're allowed. I've seen many casino start at as little as $5 so it would be nice to have that option.

Dear Player, Thank you for taking the time to share such a detailed and thoughtful review. We truly appreciate your long-term loyalty and are delighted to hear that your experience over the years has been so positive. It is great to know that the verification process, fast withdrawals, instant deposits, and 24/7 customer support have consistently met your expectations. Providing a user-friendly real money online casino with a wide selection of slots, live casino games, and reliable service is always our goal. We are especially happy to hear that you enjoy the variety of games, regular bonuses, free spins, and no deposit offers, as well as the personalized support from your bonus manager. Feedback like this motivates our team to keep improving and delivering high-quality service for players from all countries. Thank you as well for your constructive feedback regarding the minimum Interac e-transfer deposit. We understand your point and appreciate you sharing this suggestion, as player input helps us evaluate and improve our payment options over time. If you would like to discuss anything further or need assistance at any time, please feel free to contact our support team via live chat or email - [email protected]. We truly value your feedback and are grateful to have you as part of our community. Best regards, Moonwin Team

user avatar

The live blackjack games are so much fun! The dealers are both professional and polite, and the atmosphere is quite authentic. The game works well without any problems, which is the right mix of fun and high quality.

Dear DwayneN, Thank you so much for sharing your excellent review. We are thrilled to hear that you are having so much fun with the live blackjack games and that you appreciate the professional and polite dealers. Creating an authentic live casino atmosphere with smooth performance and high-quality gameplay is very important to us, so your feedback truly means a lot. Your kind words motivate us to continue improving our live casino experience, game stability, and overall service to ensure players always enjoy the perfect balance of fun and quality. If you ever have any questions or need assistance, please feel free to contact our support team via live chat or email - [email protected]. We are always happy to help. Best regards, Moonwin Team

user avatar

10 out of 10 🫶 I’d definitely recommend this one! I’ve been pretty lucky here a few times, winning right from the comfort of my own home. They’ve also got a great support network with a super friendly and helpful team that’s always easy to talk to!!!!

Dear Albert, Thank you so much for sharing your positive review. We’re thrilled to hear that you’ve enjoyed some great wins from the comfort of your home and that you’d happily recommend the platform. It’s also wonderful to know that our support team has made such a positive impression – friendliness and helpful assistance are things we always strive for. Your feedback truly motivates us to keep improving and delivering the best experience possible. Feel free to explore our latest promotions and bonuses anytime. If you ever need anything or have suggestions, our support team is always available via live chat or email - [email protected]. Best regards, Moonwin Team

user avatar

Great casino. They have fast withdrawals. Good customer support. When i make a withdrawal it takes only about 4 hours before it gets paid out. And the money is in my bank account the next day.

Dear Player, Thank you so much for your amazing review. We're delighted to hear that you've had such a great experience, especially with the fast withdrawals and helpful customer support. It's fantastic to know that your withdrawals are processed in about 4 hours and that the funds reach your bank account by the next day - delivering quick and reliable payouts is something we prioritize highly. Your kind words inspire us to keep improving and offering the best pokies, slots, and live casino options, along with a smooth and enjoyable experience for all players. If you ever need any assistance or have suggestions, our support team is always here for you via live chat or email - [email protected]. Best regards, Moonwin Team

user avatar

The loyalty program is an awesome feature! I really enjoy earning points with every spin and then turning them into cash bonuses. It’s such a smart way to keep players engaged, motivated, and rewarded for their playtime

Dear Larry, Thank you so much for sharing your positive review. We’re delighted to hear that you’re enjoying the loyalty program and the rewards that come with it. Earning points with every spin and converting them into cash bonuses is designed to keep gameplay exciting, and it’s great to know this feature keeps you engaged and motivated. Your kind words inspire us to continue enhancing our offers and creating even more rewarding experiences for players. Feel free to explore our latest promotions anytime, and if you ever have questions or suggestions, our support team is always available via live chat or email - [email protected]. Best regards, Moonwin Team

user avatar

The casino has a nice graphic design with easy and fast deposits and withdrawals. I honestly think it’s one of the best - no scams, just great bonuses 😍. I recommend everyone to give it a try, with proven slots and truly 10 ⭐ star service!

Dear Player, Thank you so much for sharing your wonderful review. We're delighted to hear that you’re enjoying the clean graphic design, along with the easy and fast deposits and withdrawals. It means a lot to know you consider the platform one of the best and appreciate the great bonuses and proven slots. Your kind words about the service truly motivate us to keep improving and delivering a 10-star experience for every player. Recommendations like yours help our community grow, and we're grateful for your support. If you ever have any questions or suggestions, our support team is always here for you via live chat or email - [email protected]. Best regards, Moonwin Team

user avatar

It’s definitely my favorite online casino! 🙂 It simply offers the best games, along with convenient deposit options that make everything easy. The live support team is always friendly and helpful, which really adds to the great overall experience.

Dear Player, Thank you so much for sharing your wonderful review. We're delighted to hear that this is your favorite online casino and that you’re enjoying the great selection of games and convenient deposit options. It’s fantastic to know that our live support team has been friendly and helpful - providing smooth, reliable assistance is something we truly prioritize. Your feedback motivates us to keep improving and delivering an exceptional experience across pokies, slots, live casino games, and fast 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

user avatar

Moonwin is a fresh and fascinating site for online gambling. The platform definitely distinguishes out from other casinos because of its modern, colorful appearance. It also has a smooth, easy-to-use interface. There are also a lot of games to choose from, including thousands of slots, table games, and live casino games.

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

user avatar

Withdrawals happen quite quickly, usually within 24 to 48 hours on weekdays. However, you can't cash out on weekends. You can choose from a wide range of games, from slots to live roulette tables. The UI looks and feels excellent! If you play a lot, the VIP levels are also very fascinating.

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

user avatar

Moonwin Casino News

Read all news about Moonwin Casino, check for updates and stay tuned for exclusive bonuses.

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