MonsterWin Casino - Player’s self-exclusion request has been ignored.

Hello,

I am submitting this complaint because the casino has failed to process my self-exclusion request despite multiple attempts to contact them.

I have sent several emails to both the VIP department and customer support clearly requesting self-exclusion. No action has been taken, and I did not receive any meaningful response confirming my request was processed.

Instead of excluding my account, the casino continued to delay my request while I kept losing money on their website. Even after my self-exclusion request, I continued receiving promotional emails encouraging me to deposit and continue gambling.

According to responsible gambling principles, a player has the right to request self-exclusion, and the casino is obligated to process such requests without delay. The casino’s failure to do so directly resulted in additional financial losses on my side.

I also contacted the live chat support team multiple times, but they only provided repetitive generic responses and took no concrete action to resolve the issue.

I believe the casino is not complying with responsible gambling obligations, and I am requesting Casino Guru’s assistance to have this matter reviewed and resolved.

Thank you for your help.

Important notice:

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Stay safe.

Dear Wali19xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@monsterwin.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

• Can you confirm if you are still able to log in to your account?
• Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

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

Dear Wali19,

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,

Petra

Dear Petra / Casino Guru Team,

Thank you for reopening my complaint regarding MonsterWin Casino. I want to clarify the situation clearly:

Although I previously marked this complaint as "resolved," this was not because the issue was actually resolved. MonsterWin sent me a login bonus and promotional offers, which prompted me to log in and play. This temporary action led me to mark it as resolved, but my true decision has always been to self-exclude my account.

As of now:

My account is still active.

MonsterWin has ignored all of my self-exclusion requests.

I continue to receive promotions and marketing emails, despite explicitly asking for them to stop.

I am requesting Casino Guru’s assistance to ensure MonsterWin:

Immediately processes my self-exclusion request, closing my account permanently.

Stops sending any further promotional emails or offers.

This situation clearly demonstrates a failure in responsible gambling practices, and I would also appreciate that the public record reflects the reality of MonsterWin’s behavior so that other players are aware.

Thank you very much for your support.

Kind regards,

Wali19

I would like to add an important update to my existing complaint.

In addition to the issues with account closure and responsible gambling, I am also facing an unresolved VIP cashback issue.

On 15 January 2026, my VIP manager confirmed in writing that I would receive €116 cashback after reopening my account and making a deposit. My account had been previously closed, but it was reopened automatically following a VIP offer, and I then deposited €560.

Despite this written confirmation, only €30 of the cashback was credited. The remaining cashback was denied without any explanation.

I have contacted support multiple times via live chat and email. The live chat responses are always the same: apologies, confirmation that the issue has been forwarded to the VIP manager, and promises that I will be contacted shortly. However, no follow-up ever happens, and the cashback remains unpaid.

To summarize this additional issue:

Cashback of €116 was confirmed in writing by the VIP manager

Only €30 was credited

The account was reopened automatically after a VIP offer

Live chat repeatedly acknowledges the issue but does not resolve it

I have screenshots of the VIP confirmation, live chat conversations, and deposit history and can provide them upon request.

I am adding this to the complaint because it shows a broader pattern of poor communication, unfulfilled promises, and lack of effective resolution.

Thank you for reviewing this update.

I also want to add another serious issue regarding my VIP cashback.

My VIP manager, Jay, confirmed in writing on 15/01/2026 that I would receive 20% cashback as pure cash (no wagering) on my deposits.

I deposited €560 on 30/01/2026 after receiving this VIP email, but only €30 was credited. The remaining cashback (€82) was denied without explanation.

I have sent proof via email on 03/02/2026, including screenshots of the VIP manager’s confirmation, and followed up multiple times in live chat, but each time they only forwarded my case without providing a timeline or resolution.

Live chat keeps giving generic responses, asking me to check my email, even though I have not received any reply from my VIP manager.

I am a VIP player, almost level 4, and this is a small, confirmed cashback that should have been added without negotiation.

This, combined with my previous issue of account closure being ignored, demonstrates poor VIP service, lack of transparency, and failure to honor agreements.

I am waiting for the senior VIP manager or compliance team to resolve this issue promptly.

I am updating my ongoing complaint about MonsterWin Casino as the situation has escalated.

Today, I received emails from my VIP manager, Jay:

He credited €3 pure cash for a minor €11 deposit.

At the same time, my account was closed, supposedly "upon my request."

The issue:

My main VIP cashback of 20% pure cash on my €560 deposit made on 30/01/2026 has still not been fully credited. Only €30 was applied, leaving €82 outstanding.

The account closure does not resolve or cancel the agreed cashback. Closing my account before honoring the confirmed VIP reward is completely unacceptable.

I have written confirmation from my VIP manager (email dated 15/01/2026) that this cashback would be applied with no wagering requirements.

Attempts to resolve:

Multiple live chat and email requests have been made.

Live chat responses are always copy-paste messages claiming the issue has been "forwarded to VIP," but no action or timeline is provided.

Why this is serious:

This demonstrates lack of transparency, poor VIP treatment, and failure to honor confirmed agreements.

The closure of my account while the cashback remains unpaid raises serious concerns about responsible VIP management and player protection.

I am now demanding:

Immediate credit of the remaining €82 VIP cashback.

Written confirmation of this action and a clear timeframe for resolution.

I am keeping a full record of emails, screenshots, and chat logs, and I will escalate to regulatory authorities or other complaint platforms if this issue is not resolved promptly.

MonsterWin’s behavior in this case is unacceptable for any VIP player, and I urge Casino Guru and other players to take note.

Update:

The VIP manager now claims that my €560 deposit from 30/01/2026 "does not appear in their records," despite the fact that:

the deposit was successful

the funds were used for gameplay

partial cashback (€30) was already credited

A casino cannot accept funds, allow play, and later deny the existence of the deposit to refuse cashback.

I can provide payment confirmations and transaction IDs. This now appears to be either an internal accounting error or a refusal to honor a confirmed VIP agreement.

I would like to comment on the current High Safety Index given to MonsterWin Casino, based on my ongoing experience.

I understand that the Safety Index is calculated mainly on policies, licensing, and cooperation "on paper." However, my case highlights a clear gap between those policies and the actual treatment of players in practice.

In my situation:

A VIP cashback (20% pure cash, no wagering) was confirmed in writing by the VIP manager.

Only a small part of this cashback was paid.

The casino later claimed that a €560 deposit "does not appear in their records," despite the fact that the deposit was used for gameplay and partially rewarded.

The account was closed while a financial dispute was still unresolved.

Live chat repeatedly acknowledged the issue but provided no resolution or timeline.

While this may technically fit internal procedures, from a player’s perspective this creates real financial risk and uncertainty — especially for VIP players relying on written agreements.

I believe cases like this are relevant when assessing not only written policies, but also how reliably a casino honors confirmed offers and handles disputes in real situations.

I am sharing this to give other players a realistic picture and to highlight that a high safety rating does not always reflect the full player experience.

Update – Casino’s Final Position

I have now received a further email from my VIP manager (05/02/2026), where the casino claims that the 20% Pure Cash offer was not retroactive and therefore does not apply to my €560 deposit made on 30/01/2026.

However, this explanation directly contradicts the casino’s own actions:

The €560 deposit was accepted and used for gameplay.

A partial cashback of €30 was already credited in relation to this same deposit.

Only the remaining €82 was later denied.

If the offer truly did not apply to this deposit, no cashback should have been credited at all. Crediting part of it and later denying the rest shows either an internal error or selective enforcement of terms.

Additionally, the original VIP offer (15/01/2026) did not clearly state that it applied only to future deposits. Any ambiguity in bonus terms should be interpreted in favor of the player.

Finally, my account was closed while this financial dispute was still unresolved, which is not an acceptable resolution.

I maintain my request for:

Payment of the remaining €82 VIP cashback

A clear explanation for why €30 was paid if the offer allegedly did not apply

I can provide the full email correspondence and transaction proof upon request.

To avoid further delays and show good faith, I am willing to settle this dispute if MonsterWin credits €50 as a final cashback settlement.

This is a compromise despite my belief that the original 20% cashback agreement was valid.

I am open to resolving this immediately if the casino agrees.

My account with MonsterWin Casino has now been reopened. I have formally requested a €50 goodwill VIP cashback from the VIP department to resolve my unresolved VIP cashback issue.

I am waiting for confirmation from the VIP department. Once the cashback is credited, I will consider the matter fully resolved and will close my complaint.

I am marking this complaint as resolved because I have decided to stop playing at this casino and will not pursue the matter further. While the issue itself was not fully resolved by the casino, I am closing the complaint due to the long investigation process and the fact that none of my updates were approved, which made it difficult to continue.

This statement reflects my decision to move on, and not any formal resolution from the casino.

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

Dear Wali19,

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,

Petra

Dear Wali19,

The complaint has now been reopened, and you may provide any other relevant evidence that could support your case.

As soon as I receive the relevant documents, I will proceed to investigate the matter further. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Kind regards,

Petra

Dear Petra,

Thank you for your message.

However, due to the delayed action taken on this matter, I have decided not to continue playing at this casino anymore. As a result, I no longer require assistance with this case and would like the complaint to be closed.

Thank you for your time and effort.

Kind regards,

Wali19

Dear Wali19,

Thank you for your reply and for providing all the necessary information.

When applying for self-exclusion, it is very important to clearly state the reason for your request and specify the exact duration of the exclusion period. Please make sure that the email subject line is clearly labeled (for example: "Self-Exclusion Due to Gambling Addiction"). Casino support teams receive a high volume of emails daily, and a properly marked subject line helps ensure your request is processed promptly.

In your email to the casino, you should:

• Clearly state that you request immediate self-exclusion.
• Specify the exact period (e.g., 6 months / 1 year / lifetime).
• State the reason (gambling addiction).
• Request confirmation in writing.
• Ask to stop all gambling-related marketing communications.

I also strongly recommend saving a copy of your request (sent email, screenshot, or chat transcript). Having proof of your self-exclusion request may be crucial in case of any future dispute.

Please send this email to MonsterWin Casino and inform us once you receive their response.

Regarding your complaint, your case will now proceed to the next stage of our process and will be handled by your dedicated Resolver Igor (igor.p@casino.guru). This is a standard procedure. The Resolver will communicate directly with the casino and manage your case from this point forward.

At this moment, no further action is required from you. If any additional information is needed, you will be contacted through this thread.

We appreciate your cooperation and hope your case will be resolved to your satisfaction.

Kind regards,

Petra

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

Dear Wali19,

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,

Igor

Dear Wali19,

I would like to inform you that you have used the "Resolve" button for the third time in this complaint, only to request that it be reopened afterward.

Please note that if you repeatedly use the "Resolve" button without the case actually being resolved, this complaint may ultimately be rejected, and no further requests to reopen it will be accepted.

Now I would like to invite a MonsterWin Casino representative to join this conversation and participate in resolving this complaint.

Dear MonsterWin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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

Dear Wali19,

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,

Igor