The player from Australia had won $3600 and struggled to get information about the withdrawal process, as live chat support was unresponsive and emails went unanswered. She was concerned about delays in receiving her winnings and requested reassurance about the withdrawal timeline. The Complaints Team informed her of the most common reasons for delay. Due to a lack of response from the player, the investigation could not proceed, leading to the closure of the complaint for the time being. The player retained the option to reopen the complaint in the future.
MonsterWin Casino - Player is worried about delayed winnings.
Closed
Our verdict
Player stopped responding
Amount: A$3,600
MonsterWin Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Hi I won $3600 last night, I’ve tried to live chat support for help but it doesn’t work, I have emailed multiple times asking questions as to how long will it take to get my winnings. They haven’t asked for any documentation as apparently that’s not needed as of yet or may not be needed but my concern is that I’ll be waiting weeks before receiving my winnings, they won’t tell me how long it’ll take to process either. After seeing all the reviews after playing I should of did my research first, can someone help me get my winnings $3600 on time even if I have to do $800 a day as that’s there daily withdrawal limit, I’d just like to be reinsured that I will get my winnings all of it without any dramas
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6 months ago
Hello,
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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
Dear Jjman,
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.
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6 months ago
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,
Tomas
Casino.Guru
