The player from Germany requested assistance regarding his account, which he had tried to close on June 26 but was still active. He had deposited €2160 since then, despite indicating his desire to leave the casino, and was seeking a resolution concerning the account closure and his funds. The Complaints Team reviewed the correspondence and noted that the reason provided for account closure did not indicate a need for protection from further play. Due to the player's lack of response to inquiries and reminders, the complaint was closed, but he retained the option to reopen it in the future.
MonsterWin Casino - Player’s account closure request is ignored.
Closed
Our verdict
Player stopped responding
Amount: €2,160
MonsterWin Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
Hello,
On June 26, I sent a support email to the casino asking them to close my account immediately. I've attached the reply email below.
Since then I have tried the same thing 6 times, unfortunately I have since deposited €2160 again, if the casino had deleted the account this would not have happened and I really need the money.
Can you help me ask the casino to close my account and perhaps come to an agreement regarding deposits during this period?
here is the reply email:
Joel (Monsterwin)
July 3, 2025, 1:38 PM EEST
Good day xxx,
Thank you for contacting our Monsterwin customer service.
We are sorry to hear that you have decided to leave us.
️We would like to inform you that according to our Terms and Conditions, any funds in your game account will be voided during the process.
If you wish to continue, please confirm your decision and consent by replying to this email.
If you have any further questions, please contact us via emailvip@Monsterwin.com or via live chat.
Best regards,
Customer Service Monsterwin.com
I replied to this email saying that I agreed, but unfortunately nothing happened after that!
many thanks and best regards
Automatic translation:
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8 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MonsterWin Casino.
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 protect the player.
On the other hand, self-exclusion represents a degree a protection. If a player successfully asks for a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.
- When was the last time you were in contact with casino support, and what did you discuss?
- Have you unsubscribed from the casino's marketing communication?
- What reason did you give to the casino when asking for account closure?
- Could you please share with me your attempts at account closure sent to the casino? Forward the information to my email at tomas@casino.guru
If you believe you are not in control of your gambling or you are suffering from gambling-related issues, I would recommend you request a self-exclusion due to gambling problems as soon as possible.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings MonsterWin Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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8 months ago
TranslationHello Tomas,
Thank you very much for your answer and the explanation, I actually thought that I would achieve the same thing by deleting it, here are the answers to your questions
When was the last time you contacted casino support and what did you discuss?
On July 3rd, no further response since then!
Have you unsubscribed from the casino's marketing communications?
No what does that mean and how can I do that?
What reason did you give the casino for requesting account closure?
that I lost too much money
Could you please share with me the attempts you have made to close your account, which you have reported to the casino? Please forward the information to my email address.
I forward the emails.
I will also apply for self-exclusion directly
many thanks and best regards
Automatic translation:
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8 months ago
Thanks for your patience.
If there are any newsletters or emails with bonus offers you keep receiving from the casino, I would recommend that you unsubscribe. Usually, in the email itself, the option to unsubscribe can be found at the bottom of the message. Another option for marketing communication preferences can usually be found in your player's account settings. Choose to opt out of all marketing communication.
I went over the correspondence you provided. The reason you indicated doesn't signal that the casino should have protected you from further play. I understand this conclusion is disappointing; however, we might pursue a refund request only in cases where we conclude the casino should have protected you from further play but didn't do so.
Could you please explain whether you sent another request to the casino specifying that you are suffering from gambling issues? Did the casino close your account as a result?
Looking forward to your reply.
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7 months ago
Dear T1234589,
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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7 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
