MonsterWin Casino - Player's account has been closed without payout.

Good evening! I won the amount of €20,000 and while they were asking me for identification documents, while the e-statement document was left, they closed my account with the lie that they closed their casino. However, my friends are entering and playing normally. Now I ask them what will happen to the money and they tell me that they will transfer it to my account as soon as possible. Half a month has passed and still nothing

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the account closure? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

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.

Good morning! My answers are as follows:

- I have made a withdrawal at this casino before with much less money and they didn't ask for identification then.

- I have not passed the KYC verification. They asked me for an ID, a bank card, a selfie and the e-statement of the card account for the month of May. Since the official document for the entire month of May has not yet been issued to me in pdf, I went to the bank and they gave me it in photocopies. I scanned it, converted it to pdf and sent it to them. They did not accept it. The official issuance will take place on August 13. However, last week when I asked them,

They told me that since my account was closed, I no longer need to send anything and that I should simply wait for the money to be put on my card.

- I earned my winnings without a bonus. With my own money.

Dear player, did the casino tell you approximately when they will send the money to your card? Or did they give you any estimated timeframe?

Also, could you please send your communication with the casino (emails or chat screenshots)? I haven’t received any message from you yet. You can send it to: dominika.l@casino.guru.

I just sent it to you in the email so you can see it.

Dear player, could you please confirm whether the money has already been paid to your card or if you are still waiting for the funds?

Unfortunately the money hasn't been credited to my card yet.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite MonsterWin Casino representative to join this conversation.

Dear MonsterWin Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Loukylouk13,

Your account is currently in the verification stage.

To complete this process, we kindly ask you to send the following documents by email to our support team:

Proof of address – a household utility bill, bank statement, or any government-issued document showing your name and address, issued within the last 6 months.

Bank statement – for the bank account linked to your debit/credit card, showing all transactions made in May, in PDF format.

The statement must be provided as the original PDF file issued by your bank, without any edits or alterations.

Please note that our support team has already provided guidance via email today.

If anything remains unclear or if you need assistance, we are happy to help you here as well.

Once we receive these documents, we will proceed with the verification of your account.

Thank you for your prompt cooperation.

Kind regards,

Monsterwin Team

Dear player,

Have you been able to submit all of the requested documents, except for the one, that should be issued on August 13th (if there has not been any changes)?

Dear Loukylouk13,

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.

While they were telling me that the only document left is the one that will be issued on August 13, 3-4 days ago they asked me for another document that is proof of address. They change them every now and then.

Dear Loukylouk13,

If you believe, you have provided the casino with the requested documents in the correct format, and you have not been able to progress in your verification process, feel free to send them to miroslava.d@casino.guru for review.

Thank you.

I sent you 2 emails with what they asked me for.

Dear MonsterWin Casino,

Could you please clarify, which documents are still needed to be submitted, or are not meeting the requirements?

Thank you.

The problem is solved. Money started coming into my account! Thanks for everything!

Dear Loukylouk13,

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,

Mirka Dubasova

Casino.Guru