BetMonsta Casino - Player can't reach the online casino to withdraw $130.

These people are scammers!!! I've been trying to withdraw my funds since 01.07.2023. Today is 01.10.2023 and this casino has completely disappeared. They don't respond to emails and their site simply doesn't open. I had $700 in my account. But since they haven't paid out my money for three months, I've practically lost everything and am left with only $130 in my account. But I probably won't ever see even these remaining funds. If you can, please assist in recovering at least a portion of my money. Thank you.

Dear xray200,

Thank you very much for submitting your complaint. I can only imagine how frustrating it must have been for you to wait for a withdrawal for three months.

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Could you please advise which payment method you have opted for?
• Was your account previously verified?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but three months is an unusually long time.

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

Best regards,

Petronela

My account has been verified successfully. Tried to withdraw funds by various methods. None have been confirmed. They constantly came up with different problems. Their website was attacked by hackers or something else. My funds in the amount of $130 are now left on my account. But their website is not even working now. And they stopped answering the mail.

Thank you very much, xray200, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you xray200 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetMonsta Casino for their help in resolving this complaint. We would like to ask if you could assist the player with the withdrawal of their funds.

Thank you!

This matter has been dealt with and the player will be paid before Wednesday 11th October.

Unfortunately, this has been something beyond our control. Please see below. This is the reason we have experienced issues and are making a lot of changes. We apologise to our valued player/s for any issues.

Dear BetMonsta Community,

We're making exciting updates to enhance your betting experience! BetMonsta.com will be temporarily unavailable for improvements. Our dedicated team is working hard to bring you a better platform. Thank you for your patience.

We'll be back soon with a better BetMonsta.com! Please contact us via mailto:support@betmonsta.com

Best regards,

The BetMonsta Team

Thank you very much for the update. Dear xray200, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Today is October 11. I did not receive my own funds. Their site is still down!

apologies - the site will be down for a while. Unfortunately the player will only be paid by close of business Monday 16th. The player has been contacted by support as well

Then on October 16, you write that the site is not working and you apologize again and again ask that you have to wait a little. I've been hearing this since July. It's been 3 months already. And now, even here, you have started constantly moving deadlines! Fine. I am ready to believe you in the latter. I will wait until October 16. In the last Now, dear Casino Gurus, witness what the representative of Betmonsta Casino promises to do!

Dear Casino Guru! As expected, the representative of betmonsta lied again! Today is October 16, 2023 and the site is still down. I never received my funds! These are pitiful swindlers who constantly lie!

Dear xray200 - unfortunately the issue is not a simple one to solve. We will contact you privately to try and find a way to speed up this process.

The site is undergoing changes which will take a while longer to complete. Please await our reply to you via direct email

Sincere apologies

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear BetMonsta Casino Team, we understand the technical difficulties that can arise from big updates to sites such as this but we think the handling of this issue has been subpar. Due to that reason, we will close this complaint as "unresolved" until your site is back up and you'll be able to resolve this complaint.

Dear xray200, we understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

Best Regards,

Peter