Frequently Asked Questions

What should I do if I have forgotten my password?

If you forgot your password you can get a new password immediately using the forgot password page. If you run into any issues our super friendly 24/7 support staff will help you in real time via chat - the orange icon at the bottom right of this page will open chat - or email at [email protected]

Are the games fair?

At MoonWin Casino we hold fair gaming to the highest standards and provide to our players only the best fair and responsible gaming providers. Apart from that, all games hold necessary Random Number Generation certificates.

What happens if the game I’m playing freezes in the middle of a round?

If the game freezes while you are playing, your latest game round may stay unfinished. However, in such cases it is usually played on the server and the winnings, if any, are added to your balance. If this did not happen automatically or you still have any questions, please contact our Support team via chat or write an email to [email protected] and we will be glad to help you.

I can’t get the casino game to start when I click the link. What should I do?

To begin with, let's try the most frequent options for solving the problem:
- First, check your Internet connection because you might have lost it.
- Second, please clear your browser cache and cookies, restart the browser and try again.
In case it still does not work, please contact our Support team via chat or write an email to [email protected] and we will be glad to help you.

Is all my information secure on Casino?

We use the best and most innovative technologies, 128-bit Secure Socket Layer encryption and PGP protocol included, to ensure safe and secure data transfer.

Do I need to verify my account to play in casino?

You can feel free to deposit, play and withdraw funds without verifying your account. Account verification may be requested by our payment team in individual cases. You will receive an email from our payment team requesting documents for verification to the email address you entered during registration.
You can send the documents in response to this email or upload them in your Profile. To upload the required documents, go to your personal profile and click on the Documents tab. Please mind that the file size should not exceed 2MB. Accepted file formats are pdf, gif, jpeg, jpg, bmp, png and tif. Once the documents are uploaded, please wait until we check them and notify you about status of your documents and account verification.

Can I close my account for a specified amount of time?

Sure. You can set any limits for your profile, for example, Cooling-off for any period you choose. To do this, you need to write to our Customer Support Team by email to [email protected] with a request to create a limit or a request to remove access to your account. If you want to know more about it, you can ask any questions via chat. We work 24/7 for you and will sort everything out as fast as possible.

How long will my withdrawal be processed?

The actual transaction times may vary for the different payout methods. Depending on choosed payment system and its workload, the process of the funds transfer can take up to 5 business days. From our side, our payment department process all withdrawals within an hour. In case of a heavy workload or the need to clarify the data with the user - up to 24 hours.

Do you have sign-up bonus?

Unfortunately, at the moment there is no sign-up bonus, but we do have other bonuses on our promotions page that you might find interesting. The first deposit bonus and other various bonuses are available to you. You can go to the bonuses tab and choose the one you like.

How can I make a withdrawal?

If you want to create a withdrawal request, you just need to select the preferred withdrawal method in your profile page ("wallet" tab, "withdrawal" section). After that, please fill all the required fields with your data and confirm the withdrawal. Before creating a withdrawal request, please make sure that you don't have active bonuses in your account. If you have an active bonus, you need to complete wager requirements for this bonus or cancel the bonus (pay attention that you will lose all your bonus money including the funds which you win in bets for bonus money).

Why do I get an error about active bonuses?

When you have an active bonus in your account (for example, bonus for the first deposit), you may encounter some restrictions or error messages in the slot. For most bonuses, there are certain rules to use them, which you can read here: Bonus terms and conditions. For example, when you have an active bonus, you are limited to the maximum bet according to the terms of the bonus. Also, some slots have a restriction on active bonuses. You need to play your bonus on some other slots (which don't have the restriction on bonuses) and then you will be able to play on any slots (including slots which have the restriction on bonuses).

What does "Wager" mean?

Wager - it's the specific bonus requirement. Almost all bonuses have a wager. When you wagering your bonus, all your bets will be added together until the required wager amount is met. You can always check your active bonuses, bonus wager and which sum you already wagered for the bonus via your profile in the "promo" tab.

How do I find out my bonus history, which active bonus do I have and what is the wager for it?

If you want to know the details of your bonus, you need to go to your profile page, go to the bonuses tab and click on your active bonus if you have one, and you will see all the details about the bonus, including what the wager was on it, how much you have already played and how much you have left.
Also, on this tab, in addition to active bonuses, you can see a button to view the history of your bonuses.

How do I know which slot I have free spins for?

In order to see which slot you were given free spins for, you need to go to your profile page in the promo tab and there you will see that you have free spins (if you have them). Here you can activate them if you haven't done it before. If you click on these free spins, you will be presented with detailed information about them, as well as the slot(s) on which they were awarded to you. You can go directly to this slot by clicking on it in the open window.

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