The player from Germany had requested an immediate and permanent account closure at Monsterwin Casino due to gambling addiction on April 15, 2025, but her account remained open despite multiple emails. She had also deposited an additional €2,300 during that time and sought assistance in closing her account and getting her funds refunded. The Complaints Team facilitated communication with the casino, which ultimately processed her withdrawal request. The player confirmed receipt of the promised funds, and the issue was marked as resolved.
MonsterWin Casino - Player's account closure request has not been addressed.
Resolved
Our verdict
Case closed
Amount: €2,300
MonsterWin Casino
Safety Index:HighCase summary
Discussion
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11 months ago
Translation
Hello. On April 15, 2025, I opened an account at Monsterwin Casino, deposited, and played. Because I have a gambling addiction, I immediately notified the casino here at 11:25 a.m. that same day, requesting immediate and permanent account closure. Despite contacting support on April 15, 2025, at 2:08 p.m., my account was not closed. At 6:13 p.m., I received the following message:
Jaytee (Monsterwin)
Apr 15, 2025, 6:13 PM EEST
Dear Andrea,
Thank you for contacting our support team.
We would like to inform you that, in conformity with our Terms and Conditions, any balance in your game account will be voided during the process.
Please, confirm your decision and acknowledgment by replying to this email.
Our Casino is fully committed to supporting Responsible Gambling initiatives and encourages you to find information about Responsible Gambling at the websites of the organizations below. Apart from professional help, you will also find applications which, when downloaded, limit your access to gaming.
https://responsiblegambling.org/
https://www.gamblersanonymous.org.uk/
https://www.gamblingtherapy.org/
https://www.betfilter.com/
https://www.gamcare.org.uk/
If you have any additional questions, please, do not hesitate to let us know.
Best Reg
ards,
Customer Service
I immediately replied that the casino should close my account immediately and permanently.
At 6:40 p.m. I received the same email again:
Jaytee (Monsterwin)
Apr 15, 2025, 6:40 PM EEST
Dear Andrea,
Thank you for contacting our support team.
We would like to inform you that, in conformity with our Terms and Conditions, any balance in your game account will be voided during the process.
Please, confirm your decision and acknowledgment by replying to this email.
Our Casino is fully committed to supporting Responsible Gambling initiatives and encourages you to find information about Responsible Gambling at the websites of the organizations below. Apart from professional help, you will also find applications which, when downloaded, limit your access to gaming.
https://responsiblegambling.org/
https://www.gamblersanonymous.org.uk/
https://www.gamblingtherapy.org/
https://www.betfilter.com/
https://www.gamcare.org.uk/
If you have any additional questions, please, do not hesitate to let us know.
Best regards,
Customer Service
Until now my account is still not closed
Despite numerous emails, nothing has happened, and so far I've deposited another €2,300. I urgently need help with closing my account and potentially getting my deposits refunded. Thank you very much!
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11 months ago
Dear Kora76,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MonsterWin Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please share with me your exchange with the casino, especially the responses you refer to in your post? Please make sure the sender and recipients of the communication are identifiable.
- Submit the information to my email at tomas@casino.guru
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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11 months ago
TranslationHello Thomas. Unfortunately, I had to reply to you using my Gmail address, because that's where I could forward the email contact between Monsterwin Casino. Best regards, Kora76
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10 months ago
TranslationMessage from Monsterwin Casino 20.04.25 17.11h
Gendi (Monsterwin)
Apr 20, 2025, 17:11 EEST
Good day Andrea,
Thank you for contacting our Monsterwin customer service. We apologize for the delayed response!
We are sincerely sorry to hear about your situation.
We are fully committed to responsible gaming. In addition to professional support, there are applications that restrict access to games upon download.
http://www.gamblersanonymous.org/ga/
http://www.gamcare.org.uk/
http://www.betfilter.com/
https://www.gamblingtherapy.org/
We have forwarded your request to the relevant department, and we will review it for you as soon as possible. You will receive an update from the relevant department soon! We apologize again for the delay.
If you have any further questions, please contact us by email or via live chat.
Best regards,
Customer service
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10 months ago
TranslationGood morning. I received this message on April 20, 2025, at 5:11 p.m.
Gendi (Monsterwin)
Apr 20, 2025, 17:11 EEST
Good day AXXX,
Thank you for contacting our Monsterwin customer service. We apologize for the delayed response!
We are sincerely sorry to hear about your situation.
We are fully committed to responsible gaming. In addition to professional support, there are applications that restrict access to games upon download.
http://www.gamblersanonymous.org/ga/
https://www.gamblingtherapy.org/
We have forwarded your request to the relevant department, and we will review it for you as soon as possible. You will receive an update from the relevant department soon! We apologize again for the delay.
If you have any further questions, please contact us by email or via live chat.
Best regards,
Customer service
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10 months ago
TranslationDuring the night of Sunday, April 20th, to Monday, April 21st, I received an email stating that the cashback bonus had been credited to my account. Immediately afterward, my account was blocked. Very, very clever!🤔😕
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10 months ago
Thank you very much, Kora76, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.
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10 months ago
Hello Kora76,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear MonsterWin Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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10 months ago
TranslationGood morning Michael,
many thanks for your support.
Monsterwin Casino contacted me by email yesterday and said they were ready to make a payment. It's not what I was hoping for, but it's still within a reasonable range. I'm curious to see when the money will be transferred. I'll get back to you as soon as possible.
Kind regards, Kora76
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10 months ago
TranslationDear Michal, the promised money has just arrived in my account.
Many thanks to Casino Guru for the great support! I'm so lucky you exist 😉☺️
LG Kora76
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10 months ago
Dear all,
We have processed and completed the request from our side.
We are waiting for the update.
Best regards,
MonsterWin team.
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10 months ago
Dear Kora76,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
Casino.Guru
