Forgot Your Password?

How to Reset Your MoonWin Password

If you’ve forgotten your password, simply go to the Forgot Password page and follow the steps to reset it instantly.

Need Help?

If you face any problems, our 24/7 support team is here to assist you via:

  • Live Chat: Click the yellow chat icon (bottom-right on desktop, top on mobile).
  • Email: Contact us at [email protected]

Are MoonWin Games Fair?

Commitment to Fair Play

MoonWin Casino offers games only from trusted and certified providers. All games undergo regular checks and hold official Random Number Generator (RNG) certificates to ensure fair and unbiased results.

What If the Game Freezes?

Handling Game Freezes or Interruptions

If your game freezes mid-round:

  • The round is usually completed on our servers.
  • Any winnings will be automatically added to your account. Still see an issue?
    Reach out to our support team via live chat or email: [email protected]

Game Won’t Start?

Troubleshooting Tips

If a game won’t load after clicking the link:

  1. Check your internet connection.
  2. Clear your browser’s cache and cookies.
  3. Restart your browser and try again.

If the problem persists, contact us via live chat or email: [email protected]

Is My Data Secure?

Your Privacy and Security is a Priority

We use advanced technology including:

  • 128-bit SSL encryption
  • PGP protocol

These ensure your personal and financial data remains fully secure.

Do I Need to Verify My Account?

Account Verification Requirements

You can deposit, play, and withdraw without verifying your account initially. However, our payments team may request verification in specific cases.
How to Verify:

  • Check your email for a verification request.
  • Upload documents via your profile under the Documents tab.
  • Accepted formats: pdf, jpg, jpeg, png, gif, bmp, tif (max 2MB each).

Can I Temporarily Close My Account?

Using a Cooling-Off Period

Yes, you can request a temporary account lock or set limits.
To do so:

  • Email [email protected] with your request.
  • Or contact us via live chat for immediate assistance.

How Long Do Withdrawals Take?

Withdrawal Processing Times

  • Our team processes all withdrawal requests within 48 hours.
  • Depending on your chosen payment method, the full transfer may take up to 5 business days.

Is There a Sign-Up Bonus?

Current Bonus Offers

There is no sign-up bonus at the moment. However, check the Bonuses section for:

  • First deposit bonuses
  • Ongoing promotions and seasonal offers

How to Make a Withdrawal?

Step-by-Step Withdrawal Guide

  1. Go to the Wallet tab in your profile.
  2. Select Withdrawal.
  3. Fill in the required information and confirm.

Important

Ensure no active bonuses are in place. If you do have one, either:

  • Complete the wagering requirements, or
  • Cancel the bonus (this will void any bonus-related winnings).

Why Am I Getting an Active Bonus Error?

Bonus Limitations on Certain Games

Active bonuses may cause restrictions or error messages on some slots. Common issues include:

  • Bet limits
  • Incompatibility with specific games

Solution:

Try using your bonus on a different slot or complete the wagering requirements first.

What Does ‘Wager’ Mean?

Understanding Wagering Requirements

“Wagering” refers to the total amount you must bet before withdrawing any bonus-related winnings.
For example:
If a bonus has a 30x wager and you receive £10, you must wager £300 before withdrawing.

Where Can I View My Bonus Details?

Checking Bonus History & Progress

Go to your Profile > Bonuses tab. Here you can:

  • View active bonuses
  • Check how much you’ve wagered
  • See how much remains
  • Access your bonus history

Which Slot Are My Free Spins For?

Finding and Activating Free Spins

Visit the Promo tab in your profile. If you have free spins:

  • You’ll see a notification.
  • Click to activate and view details.
  • You can also launch the slot directly from this window.