MonsterWin Casino - 当該プレイヤーは出金が遅れていると考えています。

I won €15,000 at MonsterWin Casino without any active bonuses and after fulfilling all the requirements.

I received an initial payment of €400, but subsequently my withdrawal of €500 was held under review for more than 9 days and finally cancelled without a clear explanation.

Support only responds with generic messages and doesn't provide any real solutions. I currently have funds on hold and multiple unsuccessful withdrawal attempts.

I request an immediate solution and the processing of my pending withdrawals.

He ganado 15.000 € en MonsterWin Casino sin bonos activos y tras cumplir todos los requisitos. 

Recibí un primer pago de 400 €, pero posteriormente mi retirada de 500 € fue mantenida en revisión durante más de 9 días y finalmente cancelada sin explicación clara. 

El soporte solo responde con mensajes genéricos y no proporciona soluciones reales. Actualmente tengo fondos retenidos y múltiples intentos de retirada sin éxito. 

Solicito una solución inmediata y el procesamiento de mis retiros pendientes.

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 alvarocanamares19,

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 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

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

Dear alvarocanamares19,

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,

Karla