MonsterWin Casino - Player claims that payment has been delayed.

I can't withdraw money from my account.

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

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 Pawel31,

Following a review of your account in relation to your concerns, we would like to confirm that withdrawal request attempted on August 31, 2025 and first week of September, 2025, were cancelled from your side within 24 hours. Therefore, we were not able to review and process your request.

We also noticed, you have attempted withdrawal request on September 23, and September 24, 2025, which are pending at the moment. We will make every effort to assist you with your pending withdrawal and will provide you with an update at the earliest opportunity.

We hope this helps clarify the matter for you.

Kind regards,

MonsterWin team.

Dear Pawel31,

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.

Dear Pawel31,

We are happy to confirm that your withdrawals attempted from September 23, 2025, till October 3, 2025, has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards. 

Regarding all the withdrawal requests attempted on October 5, 2025, were cancelled on your part on the same day, before, we could check and proceed.

Please note that this timeframe excludes weekends and public holidays. The status of your withdrawal will be updated in your balance history once it has been processed.

In addition, bear in mind that in case you decide to revoke an existing pending withdrawal, the withdrawal process will recommence.

We will make every effort to assist you with your pending withdrawals and your future withdrawals will provide you with an update at the earliest opportunity.

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

Kind regards,

MonsterWin team.

Dear Pawel31,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru