Hi,

I have requested a self exclusion via email a few times and I have just been further enticed with the offering of a bonus, that I took up because I'm easily convinced or the suggestion that my luck would change (coincidentally it did, but I lost all that and more.. )

I requested a self exclusion for a 3rd time (with the intention to not be enticed with offers) and this time 2 days ago and they are saying that my personal manager is away and they will let them know.

Since my first request I have spent many thousands of dollars.

Cheers

Nicole

Dear 11player22x,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MoonWin.com Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your account currently blocked?
• Could you please forward the requests you sent to the casino to self-exclude? Include any replies from the casino as well.
• Have you already requested a refund from the casino due to failed self-exclusion? With what result?
• My email is [email protected]

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi,

I haven't been blocked still, in fact after I submitted this complaint I received an email from my personal manager (who was supposed to have received my request to self exclude) with a cash bonus.

I haven't requested a refund from them.

I only have the last request and the response from my second request as I delete emails.

Hi, I have since requested they self exclude me, and refund my deposits since my first request.

I have also requested my gaming history.

Casino replied to say they had to wait as the VIP manager could only disable the account.

I highlighted that I had received this response previously, only then to be given a cash bonus by the VIP manager.

They have now disabled the account.

Thanks for your reply,

Please note we believe the casino has obligation to prevent you from further gambling after you inform them about your gambling problems, gambling addiction, or your trouble to control your gambling.

From my point of view, you informed the casino about these circumstances on November 22nd. Your previous self-exclusion requests unfortunately don't warrant player protection.

Considering these circumstances we are unable to assist you with a refund request for funds lost before this date.

• Has the casino protected you from depositing and playing after you informed them about your struggle to control your gambling? (November 22nd)

I'll await your reply.

Hi, no I still made deposits after the 22nd.

I believe that given I had asked for self exclusion earlier, I should be protected from that date.

If someone is requesting self exclusion it is because gambling is an issue, otherwise one would just stop and not need to self exclude.

I believe a lot of casinos allow for the player to self exclude at the click of a button without having to contact the casino. Moonwin not providing this option allows for predatory behavior to keep the gambler gambling (I wonder if there is a bonus system set up for the staff to retain customers once a self exclusion request has been received).

This is what they have written in their terms and conditions regarding self exclusion.

Thank you very much, 11player22x, for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you

Dear 11player22x,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Ok

Dear Jozef and Nicole,

Thank you for bringing this matter to our attention. We deeply regret any distress caused by this situation and take all player concerns seriously, particularly those involving responsible gambling measures.

After thoroughly reviewing your case, we acknowledge the importance of protecting players who express difficulty controlling their gambling. We understand your frustration regarding the self-exclusion process and appreciate your feedback about the system’s accessibility.

Regarding your deposits made after November 22nd, we can confirm that our records show a deposit of 200 AUD on November 23rd. As a gesture of our commitment to responsible gambling, we are prepared to refund this amount.

To proceed with the refund, please contact our support email - [email protected].

Please note that this refund offer is made without prejudice and is limited to the deposit made after November 22nd. We encourage you to reach out if you require further assistance or have additional concerns regarding your account.

We are also reviewing our policies to ensure a more seamless and supportive self-exclusion process. Your feedback will play an important role in these improvements.

Kind regards,

Moonwin Casino Support Team

Hi,

I would like to be refunded when I first requested self exclusion.

After finally being successful in having my account deactivated with Moonwin, and after unsubscrbing from emails from multiple other casinos that were unsolicited, I have managed to not gamble any further.

Had my request been acted on the first time around rather than receiving further enticements (against Moonwins terms and conditions), then I would not have continued to gamble.

Regards

Nicole

P.s. Still receiving promotional material....

Dear 11player22x,

I have reviewed all the evidence and did not find any record of notifying the casino about control issues prior to the 22nd. Could you please provide such evidence if available?

Please note that it is crucial to inform the casino of a gambling problem. Without stating the reason, they may attempt to dispute or influence your decision. However, once the issue is known, the account should be closed immediately without further discussion. If no additional evidence is provided, I believe the refund was sufficient.

Additionally, could you share clearer evidence of the promotional material you are still receiving? It is important to confirm that it originates from the casino's official email address.

Hi, here are 2 more screenshot of the promotional material received the other day.

Again, if I requested self exclusion that indicates I have control issues. Otherwise I would not have needed to request this if I had control. It would just be a matter of stopping, if this was the case.

It does not say in their terms and conditions that I need to cite 'control issues' in order to have my request for self exclusion acted on. I would imagine that they don't have the option for players to self exclude themselves because they know that it is very easy to entice more gambling from someone who has a problem.

After my 2nd request it took 3 days to actually have my account disabled and that was only after I had lodged this complaint and requested a refund directly with them.

It is predatory to send cash bonuses after requesting this and not immediately act on it, and I'm sure that the regulatory bodies would agree with me.

Regards

Nicole

Dear 11player22x,

It seems that the screenshots were not uploaded. Could you please forward them to my email address? Additionally, could you include the screenshots where you mentioned issues with control before the 22nd? My email address is [email protected].

Have emailed you

Dear 11player22x,

Thank you for your cooperation. I received similar screenshots, but can you forward me the emails directly?

Hi Jozef,

I have now forwarded all of the emails.

Thank you

Nicole

Dear MoonWin.com Casino team,

It seems that the player is still receiving promotional material. Self-exclusion due to a gambling problem should include the cessation of such communications. Could you please address and resolve this issue promptly?

Dear Jozef and Nicole,

It appears that there was an issue with our promotional communications, and the player may have accidentally received promotional material. We have resolved this problem as soon as we became aware of it, and we can confirm that since December 12th, no further promotional materials have been sent to the player.

We sincerely apologize for any inconvenience this may have caused and appreciate your understanding. If there is anything else we can do to assist in resolving this matter, please feel free to reach out.

Best regards,

MoonWin Team

Dear MoonWin team,

I am waiting to have the matter resolved from when I initially requested self exclusion.

Regards

Nicole

Dear 11player22x,

Thank you for your patience during the evaluation and examination of your case. After careful review, I regret to inform you that I do not believe you are entitled to a refund.

As you initially requested self-exclusion without mentioning a gambling problem or expressing concerns about control, the casino had every right to try to reverse your decision and offer you a bonus, especially since you indicated that you had lost too much. As you continued using your account, I can understand why it remained open. However, later, when you clearly identified your issue, your account was closed, and the casino even refunded your deposit after the 22nd. The casino should have had a few days to respond according to our policies, so I consider it a nice gesture on their part. I do not see any fault in the casino's behavior in this matter.

Regarding the promotional material, I agree that it should not have been sent to you, but once the casino team was made aware of the issue, they took action to resolve it. While it is unfortunate, I do not believe compensation is warranted in this case.

Unfortunately, I must now close your case. You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino (AOFA, GCB). Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

[email protected]