MonsterWin Casino - プレイヤーの出金が遅れている。

2 withdrawals of €500 & €500 are pending from 25&26/6 and all they tell me is to be patient and everything will be fine

Εκρεμμούν 2 αναλήψεις 500€ & 500€ από τις 25&26/6 και το μόνο που μου λένε είναι να κάνω υπομονή και όλα καλά

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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.

The account is verified, what surprises me is that other times with the same withdrawal method the money came in on the 2nd business day and now we are on the 8th.

Ο λογαριασμός είναι επαληθευμένος αυτό που μου κάνει εντύπωση είναι ότι άλλες φορές με τον ίδιο τρόπο ανάληψης τα χρήματα έμπαιναν τη 2η εργάσιμη ημέρα και τώρα είμαστε στην 8η

In a conversation I just had I received these responses

Σε συνομιλία που είχα μόλις τώρα έλαβα αυτές τις απαντήσεις

The casino has stopped operating and we will be paid next week 🤣🤣🤣

Το καζίνο σταμάτησε να λειτουργεί και θα πληρωθούμε από εβδομάδα 🤣🤣🤣

Still nothing

Ακόμα τίποτα

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No progress, I await your actions.

Καμία εξέλιξη περιμένω τις ενέργειες σας

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please let us know if the casino provided any specific reason for closing your account?

Are you still able to access your account in any way, or has it been completely locked?

Also, do you have any new information or updates from the casino regarding the pending withdrawals?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

I no longer have access to my account because the casino has closed...that's what they told me in the chat...I can talk to them in the chat...I don't have a screenshot of the conversations but what they tell me every day is that due to workload they are delayed because the financial department can't keep up.

Πρόσβαση δεν έχω πλέον στο λογαριασμό μου γιατί το καζίνο έχει κλείσει …έτσι μου είπανε στο chat …μπορώ να μιλήσω μαζί τους στο chat….δεν έχω screenshot με τις συνομιλίες αλλά αυτό που μου λένε κάθε μέρα είναι ότι λογο φόρτου εργασίας καθυστερούν γιατί δε προλαβαίνει το οικονομικό τμήμα

Dear player, have you received the money?

Not yet, they tell me they have many requests because the casino in Greece closed and I should be patient.

Οχι ακόμα μου λένε ότι έχουν πολλά αιτήματα επειδή έκλεισε το καζίνο στην Ελλάδα και να κάνω υπομονή

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello Maniasg, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

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 please provide more details as of why this player’s withdrawal request is being processed longer than usual? 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 matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear All,

Thank you for reaching out to us.

We are currently working with the relevant department to process the player's request.

Once we have an update, we will let you know.

Best regards,

MonsterWin Casino team

Dear Maniasg,

I am happy to confirm that your withdrawals have been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank's standards.

Best regards,

MonsterWin Casino team

Good evening, I just received the money!! Thank you very much

Καλησπέρα μόλις έλαβα τα χρήματα !! Ευχαριστώ πολύ

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

Dear Maniasg,

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,

Matej