MonsterWin Casino - Player’s withdrawal has been delayed and funds are missing.

Hello amazing people,

I want to report an issue and I would be really thankful if you could assist me. I was playing in MonsterWin casino a week ago and I won 445 eu . I tried to withdraw the amount and suddenly an error occured and my amount vanished. My balance after that was 0 eu. I contacted them and 5 days later they returned me the amount of 445 eu but they told I needed to wager this amount and play it x1. This amount was about to be withdrawn by me as 445. I didnt want to risk losing money but they told me thats the policy even if it's not my fault. I find this one totally unfair. I wanted to withdraw 445 eu and thats the reason I did it then and not when my money were less. They told me that if I bet it x1 and the amount is less after that they would help me. I played in slots and the mount after that was 302 eu. That means I am missing 143 eu. I dont want more than this amount I just want the 143 eu I am missing. I texted the contact person who said he would help me but now he doesnt reply the last 2 days at all. Would really appreciate if you could help me . I am uploading the photos when the incident happened (my balance before and after the error where you can clearly see that there was not a withdraw at all and the amount became 0) . Also I can upload my conversation with the contact person of MonsterWin who is VIP account manager but it is in greek. Let me know if you need it and need help with the translation. My in game email is : delichris1996@gmail.com

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.

• Have you learned why your balance was removed initially?
• Could you please share with me the communication you refer to in your original post, confirming the promise for the casino to return the balance? 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

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Dear christoforos34,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru