MonsterWin Casino - Player's account has not been closed.

On 3rd of June I have sent an email to the casino requesting the account to be closed due to gambling addiction. The account has not been closed to this day, which resulted in me depositing another 5000 Euro which I have now been requesting to get as a refund, as well as permanent account closure.

Instead of closing the account they have been sending me dozens of emails with various offers, completely ignoring any responsible gaming.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which communication channel you used on 4 June to request the permanent closure of your account? Did you contact the casino via email or through live chat?
• Have you replied to the message you received from the casino support agent, Aria, on 4 June, asking you to confirm your decision to close your account? If so, when exactly did you respond?
• Which casino support email address(es) did you use when requesting the closure of your account?
• When was the last time you accessed your casino account?
• Have you completed the full KYC verification process at this casino?

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

Best regards

Veronika

Hello,

the account was registered to the email from which the request was sent. They have finally closed the account in mean time.

The balance on the account was maybe a few cents which I would not be able to withdraw or do anything with, so I find it as a way of the casino trying to delay the account closure, and as stated in the email I have gambling problem so I tried to stay away from it. As you can see in further communication they tried to delay even the further requests and were sending me bonuses instead.

I contacted them via email and chat, the live chat support always refers you to emails.. Due to the fact they ignored my request and the responsible gaming I ended up losing additional 9k, not only 5k as I initially stated. I have requested a refund from the casino and awaiting their feedback.

Just to clarify, they closed the account on the 12th, so after I submitted the complaint.

After the initial request I had sent few other requests to have the account closed. They kept delaying the process, saying the account manager will check and suggested that I check their pages with bonuses where I will find extra bonuses for my next deposits!!! After I had mentioned gambling problem several times ... they also kept sending me emails with various offers, which is absolutely disregarding any responsible gaming they claim to support.

Could you please send me any additional conversations you had with customer support regarding your requests to close your account?

So far, I have not received any evidence showing that you replied to the casino's email from 4 June to confirm that you wanted to close your account earlier than 10 June. If you have any such communication, please forward it to me as well so that we can review all relevant information regarding your case.

Dear hellokitty123,

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.

Hi,

the email communication has been as shared, I contacted them via live chat too but I don't have the transcript of that. Also as I said, the account balance was few cents which players can realistically do nothing with.

Am I correct in understanding that you did not send the confirmation email regarding your self-exclusion request between 4 June and 10 June?

Hi,

I reached out to them via live support in mean time. Also as it's clear I mentioned gambling problem in my first email, the balance was few cents which the player can do absolutely nothing about. The casino doesn't even let you withdraw cents, so if you for instance have 100.19 euro they only let you withdraw 100 euro, leaving 19 cents on the player account which seems like a very shady way of doing things, only to give them extra reason to delay the account closure. Right after that email on 3rd they started bombarding me with bonus emails, which absolutely goes against the 'responsible gaming' they claimed to support so sadly I fell into their trap and lost thousands of euros.

I have come across this article which perfectly describes their practices and would be good for other players to see what these casinos are doing, including Monsterwin which is on that list.

https://www.investigate-europe.eu/posts/soft2bet-files-gambling-scheme-made-600m-from-unlicensed-casinos-with-predatory-tactics

Dear hellokitty123,

Thank you for your reply and for providing additional details regarding your case.

When reviewing self-exclusion-related complaints, we need to assess whether all necessary steps of the self-exclusion process were properly completed. In this case, we have not received any evidence confirming that you replied to the casino’s email requesting confirmation of your decision to close the account.

Based on the communication provided, the casino contacted you on 4 June and asked you to confirm your account closure request. However, we have not seen any confirmation from your side until 10 June, when you contacted the casino again. Following this communication, your account was closed on 12 June, which we consider to be within a reasonable timeframe.

While we understand your argument that your account had only a small remaining balance and that you had already expressed your intention to close the account, the casino had requested confirmation of your decision, and this step was not completed within the reviewed timeframe.

For the above reasons, we cannot conclude that the casino failed to follow your self-exclusion request or that a refund of your subsequent deposits would be justified based on the evidence available.

Unfortunately, due to the lack of confirmation of your self-exclusion request and the fact that the account was closed shortly after you completed the required communication with the casino, we are unable to support your complaint. Therefore, this complaint will now be rejected.

Thank you for your understanding.

Best regards

Veronika

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