MonsterWin Casino - Сметката на играча е затворена, но средствата са загубени.

Good evening, I have faced a serious problem with monsterwin casino, as you will see in the screenshots below. A few months ago I requested the permanent closure of my account due to addiction. People bothered me a lot until they closed it. I asked for it more than 3 times. Now, a few days ago, they allowed me to play again without approval to open the account, resulting in me losing a large amount of about 650 euros again. I never asked for it to be reopened. They have really violated every term, every law, in order to make money. I am requesting an immediate refund of the amount, otherwise I will take legal action. I have contacted their team and within a day, without even taking the time to examine it, they replied that they are not responsible for the loss. It is really sad.

I have sent you proof that clearly states the dates that I requested a permanent exclusion many times and it was not respected and below is a photo that proves that I was able to play again these days, my account was closed yesterday fortunately but the damage has been done. I am ready to forward the e-mails to you. The casino shows incredible irresponsibility after the mistake it made and does not even take responsibility. People really need to see this so they do not trust such casinos, thank you very much.

Καλησπέρα εχω αντιμετωπίσει ενα σοβαρό πρόβλημα με το monsterwin casino όπως θα δείτε και στα παρακάτω screenshots πριν κάποιους μήνες ειχα ζητήσει οριστικό κλείσιμο του λογαριασμού μου λόγο εθισμού,οι άνθρωποι με ταλαιπωρησαν πολυ μεχρι να το κλείσουν το ζήτησα πάνω απο 3 φορές,τώρα μερικές πριν μέρες μου επέτρεψαν να παίξω ξανά χωρίς την έγκριση για να ανοίξει ο λογαριασμός με αποτέλεσμα να χάσω πάλι ενα μεγαλο ποσο περιπου 650 ευρώ, ουδέποτε εγω ζήτησα να ανοίξει ξανά πραγματικά έχουν παραβιάσει καθε όρο καθε νόμο ώστε να βγάλουν χρήματα ζητώ άμεση επιστροφή του ποσού διαφορετικά θα κινηθώ νομικά,εχω επικοινωνήσει με την ομάδα τούς και μέσα σε μια μέρα χωρίς καν να πάρουν χρονο να το εξετάσουν μου απάντησαν οτι δεν ευθύνονται για την απώλεια πραγματικά ειναι λυπηρό.

Σας έχω στείλει αποδείξεις λεει ξεκάθαρα τις ημερομηνίες που αιτηθηκα οριστικό αποκλεισμό πολλές φορές και δεν τηρήθηκε και κατω μια φώτο που αποδεικνύει οτι μπορούσα να ξαναπαίξω αυτές τις μέρες,ο λογαριασμός μου εχει κλεισει χτες ευτυχώς αλλα η ζημιά εχει γίνει.ειμαι έτοιμος να σας τα προωθήσω κιόλας τα e mails.το καζίνο δείχνει απίστευτη ανευθυνότητα μετα απο το λάθος που έκανε και δεν αναλαμβάνει καν την ευθύνη πραγματικά αυτά πρέπει να τα βλέπουν ο κόσμος να μην εμπιστευονται τέτοια καζίνο,ευχαριστώ πολυ

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the original self-exclusion request that you sent to the casino, along with the casino's confirmation that your account was closed? Please forward the original email threads rather than screenshots. My email address is [email protected]. Kindly include the evidence regarding the reopening of your account as well.
• How did you become aware that your account had been reopened?

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

Best regards

Veronika

Good evening, Mrs. Veronika, thank you for your reply. I have forwarded you the initial e-mail where a few months ago I had requested a permanent ban due to addiction and please see how many days it took them to close it and how many times I sent them and what I told them! I also sent you other evidence via e-mail, I learned that it is very likely that my account was opened without me in any way having requested something like that from an offer which I have put in a screenshot, I clicked on it and I could log in normally as if I had never been banned, this led to me losing the amount I mention, at this moment they have closed my account after the damage which has become truly tragic, also all the evidence which does not need to be an expert to say with certainty that proves that everything I say is true I sent to monsterwin support and here I emphasize it after only one day without even look into the case in depth guys, they sent me an automated message and they wrote to me that there can be no refund after a day guys!!! I hope that the world will see here publicly the very bad behavior, irresponsibility and lack of professionalism of the casino to protect the players I am ready to take legal action really. If you want I can forward you their response without even taking the time to investigate the case so you can see what a harsh reality I am facing. Thank you very much.

Καλησπέρα κυρία Veronika ευχαριστώ για την απάντηση σάς.σας εχω προωθήσει τα αρχικά e mail όπου πριν απο μερικούς μήνες είχα αιτηθεί μόνιμο αποκλεισμό λογο εθισμού και παρακαλώ δειτε πόσες μέρες κάνανε να το κλείσουν και πόσες φορές τους έστειλα και τι του έλεγα!επίσης σας έστειλα κ αλλα αποδεικτικά μέσω e mail,έμαθα οτι πολυ πιθανόν να άνοιξε ο λογαριασμός μου χωρίς εγω σε καμια περίπτωση να εχω αιτηθεί κατι τέτοιο απο μια προσφορά την οποία σας την εχω βάλει σε στιγμιότυπο οθόνης,πάτησα πάνω και μπορούσα να συνδεθώ κανονικά σαν να μην είχα ποτέ αποκλεισμό αυτο με οδήγησε στην απώλεια του ποσου που αναφέρω,αυτη την στιγμή έχουν κλείσει τον λογαριασμό μου μετα απο την ζημιά που έχει γίνει πραγματικά τραγικό, επίσης ολα τα αποδεικτικά στοιχεία τα οποία δεν χρειάζεται να ειναι κάποιος ειδικός για να πει με σιγουριά οτι αποδεικνύουν οτι ολα αυτα που λεω ειναι αληθή τα έστειλα στο monsterwin support και εδω το τονίζω μετα απο μονο μια μέρα χωρίς καν να ψάξει την υπόθεση σε βάθος παιδια,μου έστειλε ενα αυτοματοποιημενο μήνυμα και μου έγραφαν οτι δεν μπορεί να γινει επιστροφή χρημάτων μετα απο μια μέρα παιδια!!!εύχομαι να δουν εδω δημόσια ο κόσμος την πολυ κακή συμπεριφορά ανευθυνότητα και έλλειψη επαγγελματισμου του καζίνο για να προφυλαχθουν οι παίκτες είμαι έτοιμος να κινηθώ νομικά πραγματικά.αμα θελήσετε μπορώ να σας προωθήσω και την απάντηση τους χωρίς κανα να παρουν χρόνο να ερευνήσουν την υπόθεση για να δείτε τι σκληρή πραγματικότητα αντιμετωπίζω. Σας ευχαριστώ πολυ.

Thank you for your email.

Please note that, in order for us to continue with the investigation, I will need additional evidence from you. Specifically, I need the complete email threads regarding your self-exclusion requests.

So far, I have received only one forwarded email from you, dated 2 May 2025, in which you requested to be self-excluded due to gambling addiction. However, I also need the casino's response to that email, along with any subsequent communication between you and the casino.

Additionally, if your account was later reopened and you submitted another self-exclusion request, please include those complete email threads as well.

Thank you for your cooperation.

Mrs. Veronica, good evening, I have forwarded your e-mails one by one. I hope it helps you. If you need anything else, please let me know. I hope the casino sees as soon as possible that it has made a mistake because my patience is running out. They have taken all my money. As time goes by, it is at their expense.

Κυρία βερονικα καλησπέρα σας εχω προωθήσει τα e mail ξανα ενα ενα ελπίζω να σας βοηθήσει αν χρειαστεί κατι αλλο παρακαλω πείτε μου.εύχομαι το καζίνο να δει όσο πιο γρήγορα οτι εχει κανει λάθος γιατι τελειώνει η υπομονή μου μου έχουν παρει ολα τα χρήματα όσο περνάει ο καιρός ειναι εις βάρος τους

Dear masta93

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello masta93, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of MonsterWin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Good evening, Mr. Matei, thank you very much. I hope this time someone will investigate the matter, because when I sent them the proofs, which are clear, they didn't look into it at all and after a day they simply sent me a message that I am not entitled to a refund, while it is their fault, many days have passed, my patience is running out.

Καλησπέρα κύριε ματει ευχαριστώ πολύ ελπίζω αυτήν την φορά να διερευνήσει κάποιος το θέμα,γιατί οταν τους έστειλα τις αποδείξεις οι οποίες είναι ξεκάθαρες,δεν το έψαξαν καθόλου και μετα απο μια μερα μου έστειλαν απλά ενα μήνυμα οτι δεν δικαιούμαι επιστροφή,ενώ ειναι δικό τους λάθος,έχουν περάσει πολλές μέρες τελειώνει η υπομονή μου.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I'm really sorry, it's what I told you, they don't take responsibility, it's sad, they've taken my money and they've written me off, I'm forced to wait so many days, I told you they didn't help me at all because they know it's wrong, let the whole world see what I'm going through, don't play in such casinos, if the problem here isn't solved, I'll take tougher measures.

Πραγματικά λυπάμαι πολύ,είναι αυτό που σας ειπα δεν αναλαμβάνουν ευθύνες ειναι θλιβερό,έχουν πάρει τα λεφτά μου και με έχουν γραμμένο είμαι αναγκασμένος να περιμένω τόσες μέρες, σας ειπα δεν με βοήθησαν καθολου γιατί ξέρουν οτι ειναι λάθος, ας δει όλος ο κόσμος αυτό που περνάω να μην παίζουν σε τέτοια καζίνο αν δεν λυθεί το πρόβλημα εδω θα πάρω πιο σκληρά μέτρα.

Dear masta93,

We regret to learn about your situation.  

We would like to inform you that we are currently investigating this matter in response to your concerns.

We will make every effort to assist you with your request as expediently as possible.  

We sincerely appreciate your patience during this time. Thank you for your understanding.  

Kind regards,

MonsterWin Casino team.

Good evening guys, the first time you completely ignored me, and I've already been waiting a month without my money that I lost unjustly, the evidence is very clear, you don't need to search too much, you have me running around for a month to find justice on my own, I hope something happens immediately, this treatment is inhuman. Thank you.

Παιδιά καλησπέρα την πρώτη φορα με αγνοήσατε τελείως,και περιμένω ήδη έναν μήνα χωρίς τα χρήματα μου που έχασα άδικα,τα στοιχεία ειναι πολύ ξεκάθαρα δεν χρειάζεται να ψάξετε πολύ, με έχετε έναν μήνα να τρέχω να βρω δίκαιο μόνος,ελπίζω να γίνει κάτι άμεσα δεν ειναι ανθρώπινη η μεταχείριση αυτή. Ευχαριστώ.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Matej,

We have sent an email attached with evidences for your further review as we believe masta93 initially informed us about the gambling addiction on May 2, 2026. (Reference number : #28209719).

The total deposit - withdrawals made from May 3, 2026, till date = 1,644 EUR - 1370 EUR.

Therefore, we believe we should only be liable to refund = 274 EUR.

We look forward to your update.

Kind regards,

MonsterWin Casino team.

Good evening guys, since last year I have informed you that there is evidence that cannot be disputed, and the account was opened without my approval, the details are clear, the amount is greater than what I have lost in recent months, about 500-600 euros, there is no doubt that the account was opened without my approval, it is clear in the evidence, thank you very much.

Παιδιά καλησπέρα απο πέρυσι σας εχω ενημερώσει υπάρχουν αποδεικτικά που δεν χωράει αμφισβήτηση,και ο λογαριασμός άνοιξε χωρίς την έγκριση μου τα στοιχεία φαίνονται ξεκάθαρα, το ποσο είναι μεγαλύτερο αυτο που εχασα τους τελευταίους μήνες ενα πόσο περιπου 500 600 ευρώ,δεν υπάρχει αμφιβολία ότι ο λογαριασμός άνοιξε χωρίς την έγκριση μου φαίνεται ξεκάθαρα στα αποδεικτικά ευχαριστώ πολυ.

Anyway, if it turns out you're right about this, at least that's a solution.

Όπως και να εχει αν αποδειχθεί οτι έχετε δίκαιο σε αυτό τουλάχιστον ειναι κ αυτο κάτι μια λύση

Dear masta93, do I understand this correctly, that you agree to the refund amount of 274 EUR?

Good evening, since it has been proven that this is the amount I am entitled to, yes, I agree.

Καλησπέρα εφόσον έχει αποδειχθεί οτι αυτο ειναι το ποσο που δικαιούμαι ναι συμφωνώ.

Thank you for the confirmation, dear masta93, I have informed the casino representative and will let you know once the payment has been processed on their end.

Okay, thank you.

Εντάξει ευχαριστώ

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have sent that they have asked for all the information but they are taking too long, many business days have passed.

Έχω στείλει οτι μου έχουνε ζητήσει ολα τα στοιχεία αλλα καθυστερούν παρα πολύ εχουν περασει πολλες εργάσιμες μέρες

That's why I would ask monsterwin casino to make the payment. I have sent them the e-mail with all the information they need, too many days and more than 8 business days have passed since I sent it to them, I have suffered a lot, I can't wait any longer, thank you

Γιαυτό θα παρακαλούσα το monsterwin casino να καταβάλει την πληρωμή. τους εχω στείλει το e mail με ολα τα στοιχεία που χρειάζονται έχουν περασει παρα πολλες μέρες και πανω απο 8 εργάσιμες απο τοτε που τους το εστειλα εχω ταλαιπωρηθεί πολύ δεν μπορώ άλλη αναμονή ευχαριστώ

Dear masta93,

We are pleased to inform you that the refund of 274 EUR, has been successfully processed, and the funds were dispatched from our end on August 10, 2026.

The funds may take between 3 and 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

We trust that this information will assist in clarifying the matter for you.  

Our team extends its best wishes for your future endeavors. 

Warm regards, 

MonsterWin Casino team.

I received them perfectly, thank you very much for your service.

Τέλεια τα πήρα σας ευχαριστώ πολυ για την εξυπηρέτηση

Dear masta93,

I am very happy to hear that your issue has been resolved, and would like to thank MonsterWin Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru