MonsterWin Casino - Player's account is closed and withdrawals are delayed.

Good evening Casino Guru!

I have been waiting for more than a month for the withdrawals to fall from my account at https://monsterwin2.com/br/

I ended up canceling them all and redoing them to see if there was any error in the withdrawals but it's been over a month and nothing has fallen!

If you can intervene, I have a total amount of R$17,478.00 to receive!

And at the moment my login is blocked!

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear nandocantorsc52,

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 that I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• What types of games did you play?
• Which payment method did you choose for your most recent withdrawal requests? Have you used the same payment method for depositing as well?

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,

Veronika

Good morning, Veronika.

Let's go then!

Have you made any successful withdrawals before? Yes, there have been 5 previous successful withdrawals.

Could you confirm that you passed the KYC check? I asked chat several times but they always said it wasn't necessary until they blocked my account.

Did you accumulate your winnings with or without an active bonus? I never used any bonuses.

What kind of games did you play? My winnings were accumulated through casino bets and electronic games.

Which payment method did you choose for your most recent withdrawal requests? I received payments via Pix to my CPF.

Did you use the same payment method for deposits? The same method for the bank deposit my Pix CPF

Any questions 🙏🏻

Good morning Veronika!

I'm worried because it's been a week since I opened the complaint and so far I haven't heard anything back!

I look forward to hearing from you 🙏🏻

Thank you for your responses. I sincerely apologize for the delay in responding. We are currently managing over 970 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Could you please specify if you submitted any identity documents to the casino for verification?

Which documents did the casino request from you?

When was the last time you sent a document to the casino for verification?

Also, please forward me all the communication between you and the casino customer support regarding the blocking of your account and the verification requests at [email protected]. I appreciate your cooperation.

Good morning Veronika and the whole Casino Guru team!

I didn't send any documents because https://monsterwin2.com/br/ didn't ask me to and ended up blocking my access to the account!

Now I'm waiting for your help so we can try to resolve this issue!

I look forward to hearing from you

Thank you very much, nandocantorsc52, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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.

Dear nandocantorsc52,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from MonsterWin Casino to join this conversation and assist in addressing the complaint.

Dear MonsterWin Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Thanks Stefan!

I'm waiting for

MonsterWin Casino!

Thanks 🙏🏻

Dear all,

Thank you for your message.

The account in question was closed in accordance with our Terms and Conditions. Nevertheless, we are happy to work towards resolving this matter. On 25 September, we sent an email to the player’s registered email address. At their earliest convenience, we kindly ask them to review that message and provide the requested documents so that we can proceed with reviewing the information.

Kind regards,

MonsterWin Casino

Dear MonsterWin Casino,

Thank you for your prompt response and for providing the requested information.

Dear nandocantorsc52,

Kindly follow the instructions provided by the casino and inform us once you have submitted the requested documentation.

I look forward to your confirmation.

Good morning Stefan and Casino MonsterWin

I haven't received any e-mail from you. If you could forward it to me or post it here in the conversation, what do you need? I'm sending you a screenshot of my inbox! The last e-mail I received from you was on September 9th.

Thank you

Dear Fernando,

We have re-sent the email with the documents needed for you to verify your account, At your earliest convenience, we kindly ask you to review that email and provide the requested documents so that we can proceed with reviewing the information.

Kind regards,

MonsterWin Casino

Dear nandocantorsc52,

Please complete the steps outlined by the casino and notify us once you’ve sent the requested documents.

I look forward to hearing from you.

Dear MonsterWin Casino,

Could you please resend the email once more and kindly CC me this time? This will help us verify whether the messages are successfully reaching the player’s inbox. My email address is [email protected].

Thank you for your assistance. I look forward to your response.

Good morning Stefan!

I sent an e-mail to the support of Casino MonsterWin and have not yet received an answer about the documentation!

I'm waiting

Dear nandocantorsc52,

We would like to inform that once again we have sent an email asking for all the requested documents.

And as per Stefan's suggestion this time we have kept [email protected] in CC (reference number for the email : #38362798).

Kindly note that the document has not been edited or modified. Kindly attach all the documents which are clearly visible and the PDF should be in its original form. Thank you!

We are looking forward for your update.

Kind regards,

MonsterWin Casino.

Dear MonsterWin Casino,

Thank you for your response. Unfortunately, I have not received any email from your side. Could you please resend it and let me know from which email address it was sent?

I look forward to your reply.

Good evening MonsterWin Casino and [email protected] I have sent you a copy of all the documents!

Now I am waiting for the resolution of my case!

Thanks 🙏🏻

Dear all,

We apologize for the delay. We have forwarded the information sent by you to be checked by the relevant department, and we will get back to you as soon as we have an answer.

Kind regards,

MonsterWin Casino.

Good evening!

Casino MonsterWin I'm looking forward to it!

Thank you

Dear MonsterWin Casino,

Thank you for your continued cooperation. We kindly request that you keep us informed regarding the status of the player’s verification.

I look forward to your response.

Dear all,

In order to better assist the player, we kindly request that they provide their Skrill or crypto address so we can expedite the process. They should provide it via email.

Thank you.

Kind regards,

MonsterWin Casino.

Dear MonsterWin Casino,

Thank you for your response and continued cooperation.

Could you please confirm whether I understand correctly that the player is eligible to proceed with the withdrawal?

I appreciate your assistance and look forward to your reply.

Dear nandocantorsc52,

Kindly provide the casino with your Skrill account details or cryptocurrency address via email so they can proceed with the transaction.

Dear all,

We are pleased to inform you that the withdrawal in the amount of R$17,478.00 is currently being processed. Once the transaction has been completed, we will promptly notify both of you.

Kind regards,

MonsterWin Casino.

Wonderful MonsterWin Casino.

I'm waiting for an e-mail confirming that the withdrawal has been processed 🙏🏻

Good morning Dear MonsterWin Casino, and

" target="_blank" rel="nofollow ugc noopener noreferrer"> [email protected]

JM My withdrawal was canceled! Can you see why? It's been days with the withdrawal process and now I've received this e-mail!

Dear MonsterWin Casino,

We would greatly appreciate it if you could kindly provide us with information regarding the cancellation of the player's withdrawal.

Thank you in advance for your time and assistance. We look forward to your response.

Dear all,

We would like to extend our apologies for the delay. We are currently coordinating with the relevant department to obtain the required information. As soon as we have an update, we will share it with you immediately. We appreciate your understanding and apologize for any inconvenience this may have caused.

Kind regards,

MonsterWin Casino

Dear Fernando,

It appears that the withdrawal was unsuccessful using the previously provided method. In this case, could you please provide us with your Skrill details so that we can attempt to process another withdrawal?

We appreciate your cooperation and look forward to your response.

Kind regards,

MonsterWin Casino

Dear nandocantorsc52,

I would like to kindly inquire whether withdrawing the funds via Skrill would be an acceptable option for you?

I look forward to your response.

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

Dear nandocantorsc52,

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,

Stefan