MonsterWin Casino - Player's account has been closed and funds delayed.

Hello, I opened the account on September 19th, and after depositing about 350 euros and playing roulette, they closed it. I sent all the documents for verification, and they accepted the verification. Proof of this is that on September 27th, they asked me for all my information to pay me by wire transfer. Since then, they've never responded and still haven't paid me, which is intolerable because I've always followed the rules.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• What was the reason given by the casino that your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• How much is your balance that was withheld by the casino at the time of the closure of your account, to your knowledge?
• Could you please specify which payment method you used when depositing? Was it the same payment information you provided to the casino upon request?

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

Hello, same case as the other house:

1) They didn't give me any reason

2) I played roulette and then it was shut down. It was shortly after I logged in.

3) About 400 euros

4) I deposited cryptocurrency, and to withdraw, they asked me for a bank transfer (since I depend on them since I can't access the account). After sending them all the documents to verify the account, which were accepted, they still haven't paid me. Thank you.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]), 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 chexus,

We sincerely apologize for the delay in our responses.

We would like to inform you that we have forwarded your details to proceed with returning of your deposited amount of 254.55 EUR.

Therefore, we believe we should be able to provide you with further updates at the earliest opportunities.

Thank you for being so patient with us! We really appreciate it.

Best regards,  

MonsterWin team.

Hello, payment received, thank you so much to casinoguru for everything!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear chexus,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo