Access Help
If you forget your password, you can reset it on the Forgot Password page. If that does not fix it, support is available 24/7 by live chat or at [email protected].
On desktop, live chat opens from the yellow icon in the bottom-right corner; on mobile, the icon appears at the top of the page.
Games And Security
MoonWin says it works with fair and responsible gaming providers and that its games carry Random Number Generation certificates. If a game freezes, the round is usually completed on the server and any winnings are added automatically.
For technical issues, the site advises checking your internet connection, clearing browser cache and cookies, restarting the browser, and then contacting support if the issue remains. Data transfers are protected with 128-bit SSL encryption and PGP protocol.
Verification And Payouts
You can usually deposit, play, and withdraw without prior verification, but the payment team may ask for documents in individual cases. Documents can be sent by replying to the verification email or uploaded in Profile > Documents; the file size must not exceed 2MB, and accepted formats are pdf, gif, jpeg, jpg, bmp, png, and tif.
Withdrawal requests are made in Profile > Wallet > Withdrawal. MoonWin says its payment department processes withdrawals within 48 hours, while the final transfer can take up to 5 business days depending on the payment method and provider workload.
Bonuses And Free Spins
The FAQ says there is currently no sign-up bonus, although first deposit and other offers may be available on the promotions page. If you have an active bonus, you may need to finish its wagering or cancel it before withdrawing; cancelling removes the bonus balance and any winnings made from it.
Bonus progress, wagering details, and free spin information are shown in the Profile > Promo tab. Some games are restricted while a bonus is active, and most bonus play is subject to a maximum bet under the relevant bonus terms.