The player from Austria had an active self-exclusion ban from NovaForge LTD casinos due to gambling addiction, which she had requested on April 2, 2025. She expressed dissatisfaction with the casinos, claiming they used fake games and did not pay out winnings. She sought assistance in reclaiming her deposits of €71.94 at Casino Monsterwin. The Complaints Team concluded that since the player had not submitted a valid self-exclusion request to MonsterWin Casino before her deposits, and due to the casino's licensing status, they were unable to assist further, leading to the closure of her complaint.
MonsterWin Casino - Player requests assistance after account closure.
Closed
Our verdict
Unjustified complaint
Amount: €71
MonsterWin Casino
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
I have had an active ban from all NovaForge LTD casinos since April 2, 2025, because I requested a self-exclusion due to gambling addiction. In this email, I explicitly requested the entire company to ban me due to gambling addiction. All casinos in this group are disastrous, use fake Play'n Go games, and don't pay out any winnings at all.
They have NO PLAYER PROTECTION - there is no way to reach the chat and they don't respond to a single email.
I request your assistance in reclaiming my deposits of €71.94 at Casino Monsterwin, where I registered on April 29, 2025.
I registered with my original data as in the email.
Automatic translation:
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7 months ago
Dear x4wsccrkcd,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please specify if you informed MosterWin Casino directly of your gambling addiction and requested to be self-excluded?
- Have you received any official confirmation that your self-exclusion would be valid in all casinos operated by NovaForge LTD? If so, please forward me this confirmation at [email protected].
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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7 months ago
Translation
I sent an email; there's another case involving this group of companies, and I requested that they block me from all accounts. The casino was about three weeks late in blocking me and never responded. I have the email they sent as proof. The email mentioned self-exclusion and gambling addiction, and I registered using identical information.
Automatic translation:
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7 months ago
MonsterWin Casino is licensed by Costa Rica. This licensing authority does not currently offer a centralized self-exclusion system for all licensed operators, and self-exclusion requests must be submitted directly to each individual casino.
If you did not request self-exclusion from MonsterWin Casino specifically, I’m sorry to say that this means you are not eligible for a refund of your lost deposits.
However, if you're interested, we can assist you with submitting a proper self-exclusion request to this gambling platform. Please let me know if you would like to proceed.
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7 months ago
Translation
The self-exclusion and notification of gambling addiction have already been sent directly to the casino AND it also requested a ban from the entire NovaForge LTD. area!!! It is well known that there is no ban at Anjouan Gaming.
I myself work for an agency that deals with, among other things, gambling and gambling law. These conditions are completely unacceptable. Seriously ill people are being ripped off, and the world is watching.
Automatic translation:
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7 months ago
If you requested to be self-excluded from MonsterWin Casino directly, please forward the email to me at [email protected], along with the casino's reply. Please note that without this communication, we won't be able to further assist you with your complaint.
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7 months ago
Thank you for your email.
Unfortunately, in this case, you are requesting a refund of your lost deposits based on the fact that the casino does not hold a valid license to operate in Austria. Please note that Casino Guru does not handle complaints related to licensing regulations or national gambling policies. While we understand your concern, we are not in a position to assist with such matters.
We are an independent online casino database that acts as a mediator to help resolve disputes between players and casinos. However, we have no authority to enforce licensing laws or determine the legality of a casino’s operations.
Additionally, since you have not submitted a valid self-exclusion request due to gambling addiction that would have been made prior to your deposits, we are unable to help further in this matter.
This complaint will now be closed. Thank you for your understanding — we’re sorry that we couldn’t be of more help on this occasion.
Best regards,
Veronika
Casino.Guru Team
