MonsterWin Casino - Заявката за теглене на играча е забавена.

I have been waiting on a withdrawal from this site I have emailed and used the live chat and I still get the same generic response from each "customer service support" I have tried to get in contact again with them and they just simply ignore the message/emails and after seeing the reviews on this Casino I believe it to be a scam

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.

Dear Tjsausage, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MonsterWin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please clarify when exactly you requested the withdrawal? 
• Have you made any successful withdrawals before?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Katarina

I made it on Monday and I started looking at reviews online and they are all terrible and now I’m worried I’ve been scammed. I haven’t withdrawn from this place before however from the reviews I’ve seen it sounds like they never pay the winnings out. I have not been asked to do KYC I offered to send it through early to get ahead of that as I know that will need to be done but I keep getting generic responses from them it honestly seems like a chat bot and no bonus used for the withdrawal. I know it’s early from the usual withdrawal time frame but after seeing others experiences I really believe I’m going to be scammed as they don’t reply to emails either

They have canceled the withdrawal for no reason

Dear Tjsausage,

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, Samuel ([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,

Katarina

Dear Tjsausage,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from MonsterWin Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear MonsterWin Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Not really I was advised that was cancelled due to my bank not accepting the payment and I know that is false because 1 the funds hadn’t left the casino and 2 I work in the bank so I know that is not the case. I have tried to follow up there’s been no other movement just the same copy and paste answers from the live chat and no replies from emails.

Dear Tjsausage,

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 pending withdrawal and will provide you with an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Best regards,  

MonsterWin Casino team.

And they have done it again

Hello everyone,

Thank you for the update from both sides.

Dear Tjsausage, I understand your concern and the frustration caused by the repeated changes to the withdrawal status. Thank you for informing us about the latest development.

Dear MonsterWin Casino, could you please provide a clear and detailed explanation of what exactly happened with the latest withdrawal attempt? Specifically, I kindly ask you to clarify:

• why the withdrawal was reportedly cancelled again,
• whether the funds ever left the casino system,
• and what exact steps are now required to successfully complete the payout.

I would also appreciate an estimated timeframe for resolving this issue, so the player knows what to expect.

Thank you in advance for your cooperation. I will await your clarification.

Dear Tjsausage,

Following a review of your account in relation to your concerns, we would want to inform you that your withdrawal request were cancelled by the payment provider.

However, we do see you have attempted two more withdrawal request and the status for both are currently pending. We will make every effort to assist you with your pending withdrawal and will provide you with an update at the earliest opportunity.

We sincerely appreciate your patience, understanding, and cooperation. Thank you very much. 

Kind regards,

MonsterWin Casino team.

thanks but what happened when these get cancelled ?

Also curious on a time frame as I attempted my first withdrawal 2 weeks ago..

Dear Tjsausage, thank you for your patience. As soon as we receive a clearer explanation and timeframe from the casino, we will be able to properly assess the situation and determine the next appropriate steps in your case.

Dear MonsterWin Casino, thank you for your recent update. The player is requesting clarification regarding the exact reason why the previous withdrawal requests were cancelled by the payment provider. Could you please specify what caused these cancellations? Additionally, since the current withdrawal requests are now marked as pending, we kindly ask you to provide an estimated timeframe for their further processing.

Thank you in advance for your cooperation.

Still waiting

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tjsausage,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel