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

I have made 3 withdrawals for which I have not received any update for 2 weeks and I also have 1000 euros which I wanted to do but they did not let me. Every day I opened a chat and they told me the same thing that they are sorry for the delay and that they have prioritized it. Today I do not have access to my account and it says that it is under review I opened a chat and they tell me to wait for an email for identification while I have done it in the past. Because I had understood that something was not going well I took 2 screenshots with the withdrawals and the rest and also all my accounts on similar sites of the same provider are in the same status, I cannot enter any of them they are all under review. I kept asking if anything was happening, just like in the emails, and they told me that everything was fine and that the money would be sent. I will also quote responses to emails.

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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?
• When in the past have you completed account verification?
• Which documents did the casino request from you at this time?
• 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?

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

The account was blocked yesterday.

I have been a casino player for over three years.

The verification was done a long time ago with the account creation.

I played sports betting.

I didn't use any bonuses.

is there any update ?

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Tomas