MoonWin Casino— player complaints: 6 in English

Reason: Account closure I am submitting this formal complaint against Moonwin. On multiple occasions starting on the 26th of August 2026 I have requested for my account to be permanently closed. My account still remains open to this day which has allowed me to continue depositing and losing money. This has caused me significant financial and emotional harm. I consider this a failure of customer care but also a violation of fair and responsible gaming standards. I respectfully request that AskGambkers 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 on the 26th of August I can provide evidence including emails which prove that I requested permanent closure and that the casino deliberately ignored my requests Thank you for your assistance in revolving this matter. --- Ответы в треде --- megancarroll04 • Ireland 2 days ago I would like to add Moonwin has finally closed my account permanently but I am still seeking a refund due to failure to protect me after already mentioning I was suffering with a gambling addiction and not closing my account sooner. AskGamblers • Support Team 2 days ago Dear all, This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution. megancarroll04 • Ireland 6 days ago There has been no update so far. AskGamblers • Support Team 6 days ago Dear Moonwin Casino,Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.Thanks in advance for your cooperation.

The player from Alberta has a pending withdrawal that has lasted over a week, despite completing KYC and receiving confirmation from the support team about account verification. Each inquiry yields the same response that the funds are on their way.The player from Alberta has a pending withdrawal that has lasted over a week, despite completing KYC and receiving confirmation from the support team about account verification. Each inquiry yields the same response that the funds are on their way. Written by KristinaComplaint Resolution Center Team Lead Submitted: 09 Aug 2026 Automatic translation:

The player from Norway has requested permanent self-exclusion from both Moonwin and SlotsGallery due to gambling issues, but both casinos are ignoring his messages and not closing his accounts. He considers this a serious breach of responsible gambling obligations and urges an urgent investigation.The player from Norway has requested permanent self-exclusion from both Moonwin and SlotsGallery due to gambling issues, but both casinos are ignoring his messages and not closing his accounts. He considers this a serious breach of responsible gambling obligations and urges an urgent investigation. Written by KarlaCasino Analyst & Complaint Specialist Submitted: 04 Aug 2026 Automatic translation:

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The player from Ontario requested account closure for self-exclusion, but despite daily emails to the casino's VIP address, she received unhelpful replies. She expressed frustration over the lack of response and requested her money back from the date of her closure request on June 30th. We reviewed the evidence and could not request a refund of her winnings, because her messages asked for closure/self-exclusion but did not clearly state gambling addiction or a gambling problem as the reason. As a result, we could not conclude that the casino was aware she needed protection from further gambling, and her account was now closed with no further action available.

The player from Ireland requested permanent self-exclusion from Moonwin due to gambling addiction on June 14, 2026, but her account remained open despite multiple follow-up emails. As a result, she incurred substantial losses of over 25,000€ after her initial request, leading to severe financial and emotional harm. We reviewed the complaint, requested the original self-exclusion email threads and casino responses, and invited the casino to join the investigation. Before the investigation has started, the caisno enticed the player to different resolution and the complaint was then marked as resolved after she confirmed the issue had been settled.