MonsterWin Casino - プレイヤーの撤退が遅れています。

More than 2 weeks since I made my first withdrawal at the casino and only empty promises in live chat and via email. Please help!

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share screenshots of your withdrawal request? Share it here or send the information to my email at tomas@casino.guru

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

Best regards,

Tomas

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.

I provided all the answers to your email Tomas.

Thank you

Any updates?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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 nayyisa39348,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a MonsterWin Casino representative to join this conversation and participate in resolving this complaint.

Dear MonsterWin Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear nayyisa39348,

We are sorry to hear about for your experience.   

We have forwarded your request to the relevant team to check further and we would try our best to help you in this situation and provide you with an update regarding your withdrawal request at the earliest as possible. 

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

Best regards,  

MosterWin Casino team.

Dear MonsterWin Casino,

Thank you for your prompt response.

Please keep us updated regarding the player's withdrawal.

I'll be awaiting your reply.

I got first payment of 400 and will update you on the process of receiving the next payments.

Best regards

Dear All,

The player currently has requested a new withdrawal, which will be processed in a timely manner.

If you have any further questions, please let us know.

Best regards,

MonsterWin Casino Team

Dear nayyisa39348,

Could you please update us on the situation? Did you manage to receive another withdrawal?

I'll be awaiting your reply.

My second withdrawal of 500 Euro is not paid (pending) since 31.07.25

Dear MonsterWin Casino,

Could you please inform us when the next payment will be processed?

I'll be awaiting your reply.

Dear nayyisa39348,

We are pleased to inform you that your all pending your withdrawal request has been successfully processed, and the last withdrawal request of 101 EUR were dispatched from our end on August 12, 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.

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

Best regards,

MonsterWin Casino Team.

I was fully paid. Thank you very much for help.

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

Dear nayyisa39348,

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,

Stefan