MonsterWin Casino - プレイヤーの撤退が遅れています。

I've been waiting for a withdrawal for 10 working days (12 regular days). I requested it on July 2, 2025. When I inquired, the casino stated that processing time would take up to 3 business days. After multiple emails, I don't see any way to access the money other than through an external site like CasinoGuru.

Details:

I used the welcome bonus (100%) with a deposit of €40.00, which was successfully wagered.

No rules or other violations were committed, as the casino has already confirmed. The withdrawal request has been in the "processing" section since July 2, 2025. Since then, the withdrawal has not been canceled or anything else that would delay the processing.

Ich warte seit 10 Wertagen (12 regulären Tagen) auf eine Auszahlung. Beantragt wurde diese am 02.07.2025. Bei Nachfrage verweist das Casino auf eine Bearbeitungszeit von bis zu 3 Werktage. Nach mehrfachem Mail verkehr sehe ich keine Option an das Geld zukommen außer über eine externe Seite wie CasinoGuru.

Details:

Ich habe den Willkommensbonus (100%) bei einer Einzahlung von 40,00€ genutzt, dieser wurde erfolgreich umgesetzt.

Es wurde hierbei gegen keine Regeln oder sonstiges Verstoßen, dass hat mir das Casino auch schon bestätigt. Der Antrag befindet sich seit dem 02.07.2025 in der Auszahlung unter dem Punkt "in Bearbeitung". Die Auszahlung wurde seit dem nicht storniert oder sonstiges, was den Bearbneitungsprozess wieder zurückwerfen würde.

Hello, 

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.  

• Have you made any successful withdrawals before?  
• Could you please confirm that you have passed the KYC verification? 
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit? 

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.

Hello Katarina,

to 1)

Yes, a withdrawal request was already made on July 1st (the day before), which was successfully transferred on July 5th. The withdrawal request for July 2nd was also made using the same information. I've already done some research online and read a few other users' reports of the same problem. The first withdrawal was "quick" (3 business days), and the second withdrawal was never processed.

to 2)

The casino does use KYC verification, but I wasn't required to do one. This wasn't necessary for my first withdrawal either. Nevertheless, I attached my usual verification documents to my emails to the casino.

to 3)

I deposited via bank transfer (instant transfer) and requested a withdrawal via bank transfer. Both the first successful withdrawal and the one that has been in process since July 2nd.

I hope I've been able to answer all your questions so far. Thank you for your quick response. However, please don't give me false hope and let me know if there's any hope of getting the money.

Best regards

Noah

Hallo Katarina,

zu 1)

Ja, es wurde am 01.07. (also einen Tag vorher) bereits eine Auszahlung beantragt, die zum 05.07. erfolgreich überwiesen wurde. Unter den gleichen Angaben wurde auch die Auszahlung vom 02.07. beantragt. Ich habe mich im Netz schon schlau gemacht, und ein paar Mal in der Schilderung von anderen Usern gelesen, dass bei ihnen das gleiche Problem besteht. Erste Auszahlung „schnell" (3 Werktage) und die zweite Auszahlung wurde nicht mehr durchgeführt.

zu 2)

das Casino nutzt zwar KYC-Prüfung, bei mir wurde jedoch keine angefordert. Auch für die erste Auszahlung war dies nicht notwendig. Trotzdem habe ich bei meinen Emails an das Casino, meine üblichen Verifizierungsdokumente in den Anhang gepackt.

zu 3)

Ich habe per Banküberweisung (Sofortüberweisung) eingezahlt und eine Auszahlung via Banküberweisung beantragt. Sowohl bei der ersten erfolgreichen Auszahlung, als auch bei der die sich seit dem 02.07. in Bearbeitung befindet.

Ich hoffe ich konnte alle Fragen soweit beantworten. Ich bedanke mich für die schnelle Rückmeldung. Bitte machen Sie mir jedoch keine falsche Hoffnung und teilen mir mit, ob es aussichtslos ist an das Geld noch zu kommen.

mit freundlichen Grüßen

Noah

Hello,

thank you for your reply.

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

Dear Katarina, thank you for your message.

I have just sent the email correspondence to katarina.d@casino.guru. Unfortunately, I only have email records available, as the communication took place mainly via email. I do not have any additional documents such as live chat transcripts or screenshots.

Please let me know if anything is missing or if you need further information.

Thank you very much for the support.

Noah (********)

Thank you very much for your cooperation. 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 noah_99, 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,

We apologize for any inconvenience this may have caused.

Please be assured that we are handling the request with the utmost priority.

We appreciate your patience and understanding.

Best regards,

MonsterWin Team

I just received the payment! Thank you for your support, CasinoGuru.

Greetings

Noah

Ich habe die Zahlung soeben erhalten! Vielen Dank für die Unterstützung an CasinoGuru.

Grüße

Noah

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

Dear noah_99,

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