The player from Germany requested assistance after trying to close her account since April 18, 2025, without receiving any response from support. Despite submitting her request and providing evidence of her deposits totaling €410, she felt that the casino was using delaying tactics to prevent her from closing her account. The Complaints Team was unable to proceed with the investigation or provide solutions due to the player's lack of response to inquiries and reminders. Consequently, the complaint was closed.
MonsterWin Casino - Player’s account closure request remains unaddressed.
Closed
Our verdict
Player stopped responding
Amount: €410
MonsterWin Casino
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
On April 18, 2025, I repeatedly emailed support, asking them to close my account. The chat doesn't feel responsible, even when contacted via the button, which isn't always active. They pointed me to the casino's email address, where I then sent this email.
On April 18, 2025, I received a reply stating that unfortunately they could not find me with this email address and that I should please send the email for account closure from the verified email address.
Then I sent the email to support again that same day from my verified email address. And to this day (May 1, 2025), I haven't heard anything.
Of course, I deposited quite a bit of money during that time, and of course, I also lost it. €410!
Today, May 1, 2025, I received an email from support asking if I was aware that any credit balance would be canceled if I wanted to close my account on-site.
However, I no longer had any credit in my account. This is another delaying tactic that encourages gambling addicts to keep playing.
I think it's outrageous that Sage and Scheibe take 14 days for support to respond to an account closure. That really can't be right.
I am glad that I only paid €410 after my application and not several thousand euros like my predecessor in the complaint.
I want you to help me get the €410 back. It's quite obvious that the casino's tactic is to respond to an account closure request two weeks later, which, by the way, doesn't require a justification. That's not fair.
Can I count on your support?
I have a screenshot of all deposits from April 18, 2025 and the email traffic with the casino also as a screenshot and also as an original email
Automatic translation:
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7 months ago
Dear Expertin,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? Please forward me all the communication between you and the casino. My email address is [email protected].
Thank you very much in advance.
Best regards,
Kristina
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7 months ago
Translation
Hello, I just sent you a private email. It includes all the email correspondence, and also screenshots of the deposit after the account closure request. I only wrote that I wanted the account closed. That's correct. But please take a close look at the casino's response times, and I'm not talking about two days, but over two weeks.
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7 months ago
Translation
Hello. I emailed him all the necessary documents to your email address four days ago. Are you processing the case, or what's taking so long?
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7 months ago
Thank you very much for your reply, Expertin. I reviewed your emails, and the delay was clearly due to your avoidance of questions. You first sent a message on April 18, to which the casino responded the same day, asking for the reason behind the account closure request and your email address, as the one you used to contact them was not recognized by casino support. Then you replied on May 3, failing to provide the registered email address, to which the casino support responded within a day, again asking for your email address. So the casino is not fully to blame here for the delay.
In order for us to consider a self-exclusion to be valid, a few simple steps must be followed to ensure a successful outcome:
- Send your request to the correct email address provided in the general terms and conditions of the casino from the registered email address.
- If your email goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
- Clearly state the reasons why you wish to have your account self-excluded (gambling problem).
If you still have access to your casino account and you feel like gambling has become challenging for you, please send another self-exclusion request - this time from the correct email address. When applying for self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to MonsterWin Casino ([email protected]) and keep me informed about any further developments. Thank you in advance.
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7 months ago
Dear Expertin,
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,
Kristina
Casino.Guru
