MonsterWin Casino - Player’s account is under review.

Dear Sir or Madam,

I had 2 pending withdrawal requests from 09.30. After a few weeks, the transactions are still pending, and I realized I cannot log in into my account and I saw a message in the login section that "account is under review." I have not received any kind of e-mail from the casino about this case. 4 days ago, I contacted by them via live chat, and they mentioned they requested my personal documents. I send them via e-mail, and actually I have not received any kind of feedback about that. They still hold the amount for 1 month long. 

Best regards,

G

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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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Could you please list which documents the casino requested and which documents you sent them for the verification process?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear Tomas,

The casino processed my withdrawal requests. The complaint can be closed. Thank you!

Best regards

G

Dear gb156,

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,

Tomas

Casino.Guru