The player from Germany had requested a self-exclusion on July 21st due to gambling addiction but was able to deposit €200 afterward, indicating that the self-exclusion had not been processed in time. They sought an immediate self-exclusion and a refund of their recent deposit. The issue was resolved by confirming that the casino had acted within a reasonable timeframe, closing the account on July 25th. Consequently, the request for a refund of the deposits made during the processing period was not granted, and the complaint was deemed unjustified.
MonsterWin Casino - Player's self-exclusion request has been delayed.
Closed
Our verdict
Unjustified complaint
Amount: €200
MonsterWin Casino
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
Good day,
On July 21st, at approximately 10 p.m., I first requested a self-exclusion from the above-mentioned online casino via email – for self-protection due to my gambling addiction. I stated the reason.
I was able to deposit another €200 today, which I would like to have refunded because the self-protection policy was not met. (According to the website, the self-exclusion should be processed within 24 hours.)
I wish to self-exclude immediately and receive a refund.
I would be very grateful for your help. Thank you very much!
Automatic translation:
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5 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Have you received any response from the casino to your email with the self-exclusion request?
When was the last time the casino communicated with you?
Have you passed the full KYC verification?
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
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Sensitive attachment
Sensitive attachment
5 months ago
Translation
Hello,
I just saw in my spam folder that Monster Win sent me an email 26 hours after I requested self-exclusion. In this email, they asked me if they really wanted to close my account and that my remaining balance would then be lost. However, I only saw this message now, and my player account is still open.
I would like to self-exclude and receive a refund.
A KYC was not necessary until now.
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5 months ago
Translation
My player account has now been closed, but only after more than three days. I request a refund.
Thank you!
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5 months ago
According to the available evidence, you submitted your self-exclusion request on 21 July, and the casino closed your account on 25 July. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.
From our perspective, MonsterWin Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.
As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.
Best regards
Veronika
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