Monixbet Casino - Player’s winnings haven’t been received yet.

I did 3 withdraws

2 on 18-07-2025

and 1 at 20-07-2025

Emaild and chat with them almost every day after 5 days.

And they still say that i have to wait.

They are not transparant.

And it takes too long time.

Ingrid

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.

Hi thanks,

My account is approved, the three withdraws also approved.

Its only the wait its coming at my bank account.

The witdraws allready processed. but not at my bank account.

All the information is correct.

I did more withdraws at monixbet casino, they say it taks 5 workingsdays.

\most off the time it is, one time in also took 9 days.

on the moment we are on 12 waiting days after the correct withdraw.

Kind regards Ingrid

Still have no payments, and gues what, they say the problem is at their payment system, but another friend off me did a withdraw 6 days ago, and he have is money allready.

So what they are saying is a lie!

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.

Hi,

Thanks for helping me out.

Nothing happend yet.

Still nothing.

And still saying..

U have to wait, no worry..

But yes i am worries.

This is really too long.

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

Have they informed you why this delay is happening and how long it might last?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? 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.

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

Have they informed you why this delay is happening and how long it might last?

They say soon, and we forwarded it.

Could you please confirm that you have passed the KYC verification?

Yes i did

Did you accumulate your winnings with or without an active bonus?

Without bonus

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

Its a lot so i send it you, thnks

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 hope so, thank you

Ingrid

Still nothing

Dear player, could you please confirm if your withdrawals are still showing as pending in your casino account, or have you received any of the payments by now? Also, do you plan to make any further withdrawals?

Goodmorning,

2 withdraws stil not done and still on processed. Got friday 1 withdraw off 1k.

The rest i played with, that is what they hope for and that happend.

So still waiting off 1 withdraw off the 18th and one off the 20th.

It was done by ardens s.z. ltd

Kind regards

Goodafternoon,

Still one withdraw is processed and not received yet.

It is the first withdraw from the three i made.

Ingrid

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

Thank you

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Monixbet Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

An update,

The first withdraw what i dont have yet ( off the 18th off july), they put it now on complete on the 15th off aug!

But i did not got this ! Normal complete is the same day i have it on my bank account.

You saw all the other printscreens i have made.

Dear all,

First of all, on behalf of Monixbet Casino, I would like to apologize for the delay with withdrawals.

I confirm that all customer withdrawals have been processed in full. Regarding the pending withdrawal mentioned by ingridje, it was paid on July 30 but was only marked as completed in the casino profile on August 15. I understand that this may have caused some confusion, and I kindly ask the player to check their incoming transactions at the end of July and confirm or refute the receipt.

Thank you for your patience and understanding.

Respectfully,

Monixbet Casino Representative

I allready complain by monix bet again last week,

They wanted proof that is say i got two from the three, I send them prove with my bank statements. 1-20 aug.Thank they still say at our site everything is done.

So i send a bank stetemnt from 20 july till 22 aug.. stil only two payments.

Ans as they say like here. They are complete,

But really i received two withdraws and no three withdraws, they act to me that i have to look again and again.

I am sorry but you think people know iff they got 2 x 1000 euro or 3 x 1000.

Ingrid

Dear Monixbet Casino,

Could you look into this situation again, please?

Thank you in advance.

Regards,

Romi

Dear Romi,

Additional information regarding this complaint has been sent to your email.

Please don't hesitate to ask if you require any further assistance from our end.

Respectfully,

Monixbet Casino Representative

Thank you, Monixbet Casino, for providing all the necessary documents.

Dear user,

After reviewing all the documents the casino has provided, we have come to the conclusion that now we have enough evidence showing that the payment was indeed done by the casino to you.

Unfortunately, as you were not able to provide real documents to prove anyhow that you haven't received the payment, and those you have provided really show as tampered with, we have to reject this complaint.

Please know that we do not support this kind of behaviour and will surely not help players when they follow such behaviour at all.

If you'd like our help in the future with this or any other online casino, please make sure you act fairly.

Thank you for using our services.

Regards,

Romi