MoonWin.com Casino - Сметката на играча е затворена след скорошни печалби.

Hello everyone,

On December 17th, I first informed Casino Moonwin via live chat about closing my account. They referred me to their email support. I immediately contacted them through email, requesting the closure of my account for my own protection, providing my registered details there.

Subsequently, there were difficulties in associating the correct email since apparently googlemail and gmail are not considered the same. After another two days and another email, someone from the "care" department reached out to me and offered free spins. Additionally, due to the account not being closed, I made further deposits.

Today, I made another deposit, won about 2,000 €, and now my account has been deactivated.

I am not receiving any replies to my emails, and the live chat is only accessible when I am logged in.

Perhaps you can assist here. I would like to cash out this win, or alternatively, request a refund of the deposits made from December 17th until today since no player protection was provided.

Thank you very much.

Hallo zusammen,

Am 17.12 habe ich erstmals das Casino Moonwin auf eine Schließung des Kontos im live Chat hingewiesen. Diese verwiesen mich auf den Email Support. Dieser wurde umgehend angeschrieben mit der Bitte um Schließung des Kontos zu meinem eigenen Schutz , unter Angaben meiner dort registrierten Daten.

Darauf hin gab es Schwierigkeiten die richtige Email wohl zuzuordnen da anscheinend googlemail und gmail nicht das gleiche sein sollte. Nach weiteren zwei Tagen und einer weiteren Mail hat sich nun jemand aus dem "care" Bereich an mich gewendet und mir freispiele angeboten . Des weiteren habe ich aufgrund der nicht Sperrung weitere Einzahlungen getätigt.

Nun habe ich heute wieder eine Einzahlung getätigt, einen Gewinn von ca. 2000 € gehabt und mein Konto wurde nun deaktiviert.

Auf meine Mails bekomme ich keine Antworten und den Livechat kann man nur anschreiben wenn ich eingeloggt bin.

Eventuell können Sie hier behilflich sein. Ich würde gerne mir diesen Gewinn auszahlen oder aber die in der Zwischenzeit getätigten Einzahlungen vom 17.12 bis heute zurückverlangen da kein Spieler Schutz gewährleistet wurde.

Vielen dank

Dear Sakuja, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have sent you the history of the emails.

I told support that I wanted to protect myself in the first email, as well as in the second. In this email I also pointed out that there was no player protection and that I had deposited again. I was then offered free play.

Den Verlauf der Mails habe ich Ihnen zukommen lassen.

Ich hab dem Support mitgeteilt das ich mich selbst schützen will in der ersten Mail , sowie auch in der zweiten. In dieser habe ich auch darauf hingewiesen das kein spielerschutz besteht und ixh wieder eingezahlt hatte. Darauf hin wurde mir freispiel angebote gemacht.

Thank you for sending me the emails. Could you also please send me the email you received from the casino after your account was deactivated?

Dear Sakuja,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.