MonsterWin Casino - プレイヤーのアカウントは閉鎖されました。

Good evening, I have a problem with this casino. I haven't received a single withdrawal in a month. After almost a month, they asked me for documents. I sent them and they told me that they have them.

Approved but still

My account is being processed without any news about my money, in addition to the

My account is closed.

Καλησπέρα έχω πρόβλημα με το συγκεκριμένο καζίνο δεν έχω πάρει ούτε μια ανάληψη εδώ και ένα μήνα μετά από σχεδόν ένα μήνα μ ζήτησαν έγγραφα τα έστειλα μου είπαν ότι εχουν

Εγκριθεί αλλά ακομα

ειναι σε επεξεργασία ο λογαριασμός μου χωρίς να έχω κάποιο νέο για τα χρήματα μου επιπλέον ο

λογαριασμο μου είναι κλειστός

Hello,

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

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Have you ever had any successful withdrawal with this casino, please?
• Did you accumulate 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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good evening,

My account was not closed because I violated a term. Some casinos in Greece were closed. They told me I would get my money back, but I've been waiting a month without any action and they tell me to be patient.

Καλησπέρα ο

λογαριασμος δεν έκλεισε επειδή παραβίασα κάποιο όρο έκλεισαν τα καζίνο κάποια εντός Ελλάδας μου είπαν τα χρήματα μου όμως θα τα πάρω και περιμένω έναν μήνα χωρίς να έχει γίνει κάποια κίνηση και μου λένε να έχω υπομονή

I have 3 active withdrawals since 27/6 of 500 euros and I have a balance of 5000 in my account. I have sent them all the documents. I told them that they approved them and now they are asking me again for a photo of my credit card. All this waiting is making me afraid that I will lose my money. They are not telling me anything else illegal, that there is a workload, what should I do to resolve my issue? Thank you for your help in advance.

Έχω 3 ενεργές αναλήψεις από 27/6 των 500 ευρώ και έχω υπόλοιπο 5000 στο λογαριασμό μου τους έχω στείλει όλα τα έγγραφα μ είπα ότι τα εγκρίνανε και τώρα μου ζητάνε πάλι φωτογραφία της πιστωτικής μου κάρτας όλη αυτή η αναμονή με κανει Να φοβάμαι ότι θα χάσω τα λεφτά μου δεν μου λένε κάτι άλλο παράνομο ότι υπάρχει φόρτο εργασίας τι να κάνω για να επιλύσω το θέμα μου ; Σας ευχαριστώ για την βοήθεια εκ τον προτέρων

Can you help me with what exactly is happening with my withdrawal and my balance?

θα μπορείτε να με βοηθήσετε το τι ακριβώς γίνεται με την ανάληψεις μου και το υπόλοιπο μου?

Hello,

thank you for your reply.

We appreciate your patience. Please be aware that we are currently managing a high volume of complaints and, while we strive to respond promptly to all inquiries, our response time may be up to 7 days. We are committed to addressing each complaint as quickly as possible. Thank you for your understanding.

 Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Good evening, I have just sent an email.

Καλησπέρα μόλις έχω στείλει email

Good evening, could you please help me with my issue?

Καλησπέρα μήπως μπορείτε να με βοηθήσετε με το θέμα μ

Thank you very much for your cooperation and patience. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear dwrakigl49,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from MonsterWin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear MonsterWin Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear dwrakigl49,

Unfortunately! The account had to be closed due to our administrative decision.

Moreover, we would want to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

• 3.9 :- We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Regarding your balance in your MonsterWin account. We have paid most of the amount via manual withdrawal. There are two pending withdrawal transactions which will be processed as soon as possible.

Your patience, understanding and co-operation in this situation are truly appreciated!

Our team wishes you all the best for your future activities!

Best regards, 

MonsterWin team.

Okay, thanks, as soon as the last money is credited, I will inform the casino guru.

Εντάξει ευχαριστώ μόλις πιστωθούν και τα τελευτα Χρήματα θα ενημερώσω το casino guru

Dear dwrakigl49,

We are pleased to inform you that your last two manual withdrawals has been successfully processed, and the funds were dispatched from our end on August 8, and August 9, 2025.

The funds may take between 3 to 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 hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards, 

MonsterWin team.

Dear MonsterWin Casino,

Thank you for the clarification and for promptly processing the manual withdrawals on your end.

Dear dwrakigl49,

According to the casino’s most recent update, the remaining funds have already been released and sent to you. As you suggested, please let us know once you have received the full amount.

Thank you.

Dear dwrakigl49,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru