Whether you have a question about your account, a payment, a promotion, or you need to raise a formal complaint, this page explains the quickest way to reach the appropriate team at Moonwin Casino, together with official company and licensing details.

Live chat is the fastest route to the support team and is available continuously. It is best suited to time-sensitive questions - for example confirming the status of a pending cash-out, resolving a sign-in issue, or clarifying the terms of an active promotion. Agents are trained across account management, payments, promotion terms and responsible-play tools, and can escalate more complex matters internally when required.

For queries that require attaching documents - such as identity-verification files or a detailed description of a dispute - email is generally the more suitable channel. Please include the registered account email address and, where relevant, any transaction reference numbers so that the team can locate the account and history quickly.

If a matter raised through live chat or email cannot be resolved to your satisfaction at the first point of contact, you have the right to escalate it through the formal complaints procedure.

Initial contact - Raise the issue through live chat or email, clearly stating that you wish to file a formal complaint if the matter is not resolved satisfactorily at this stage.

Internal review - The complaint is logged and reviewed by a senior member of the support team, typically within five business days.

Written response - You receive a written response outlining the outcome of the review and the reasoning behind it.

Escalation if unresolved - If you remain unsatisfied with the outcome you may escalate the matter to an independent alternative dispute-resolution body recognised under the Government of Curacao licence, or to the relevant Canadian regulatory authority, as described in the Terms and Conditions.

Every complaint is handled fairly, transparently and within a reasonable timeframe, and records of all formal complaints and their outcomes are retained in line with regulatory obligations.

If you encounter a technical issue - such as a title failing to load, an incorrect balance display or a site error - please report it via live chat as soon as possible, including the specific title name, the approximate time the issue occurred and, if possible, a screenshot. Technical issues affecting wager settlement are handled in accordance with the Betting Rules.

If you wish to activate a responsible-play tool, discuss concerns about your own play, or ask about self-exclusion, you can do so confidentially through live chat or email. Support staff are trained to handle these conversations sensitively and without judgement, and can guide you through the available options described in full on the Responsible Gaming page.

For questions about how personal information is collected, used or stored, or to exercise any of the rights described in the Privacy Policy - including requesting a copy of your information or asking for it to be deleted - please contact us via email, marking the message clearly as a data-protection request so that it can be routed to the appropriate team.

For press, partnership or other business-related enquiries not related to an existing player account, please use the general email contact and indicate the nature of the enquiry in the subject line so that it can be directed appropriately.

Customer support is available in English and French. When contacting us by email, indicating your preferred language in the message helps ensure the query is routed to an agent who can respond in that language directly.