The player from Germany has been waiting for three weeks for a withdrawal of €500 from a deposit made on June 3, 2026, while previous withdrawals have been processed. Despite multiple contacts with chat support, she receives only pre-written responses about delays, and email support has not replied for two weeks. She demands her money back and intends to stop using the casino.
MonsterWin Casino - Player is facing delayed withdrawals.
Resolved
Our verdict
Case closed
Amount: €1,500
MonsterWin Casino
Safety Index 8.2 HighCase summary
Discussion
Public
Public
6 days ago
Translation
I deposited €30 on June 3, 2026, and requested two withdrawals of €500 each. I also requested further withdrawals of €500 each on June 4, 14, and 18, 2026, totaling €2,500. I received the withdrawal from June 4 on June 14, 2026, and the one from June 14 on June 18, 2026. The withdrawals from June 3, 2026, are simply not being processed. I have contacted chat support multiple times, but only receive pre-written answers stating that everything is delayed, will be processed shortly, and will be paid out as soon as possible. It's all just lies. Email support hasn't responded at all for two weeks. This unprofessional behavior and blatant disregard for my information is really starting to get on my nerves. I simply want my money back and never want to have anything to do with this casino again. I haven't deposited anything since June 3rd and I won't.
Automatic translation:
Public
Public
4 days ago
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4 days ago
Dear Caipi,
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 fully understand the situation.
- Which payment method did you choose to withdraw your winnings? Was it the same one you used with your other withdrawals?
- Could you please confirm that your account is fully verified?
- Have you accumulated your winnings with or without an active bonus?
- Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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yesterday
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Caipi,
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,
Jean
