MonsterWin Casino - Player’s withdrawal has been delayed.

I have won 7000 euro and now i try to make withdrawalos i can make only 1 withdrawal per day of 500 euro, I made my first one at 08/01/2025 and i havent recieve even the first withdrawal...

Im woried if i take the 7000 euro please help me

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

They don't ask me verification until now.I will update you, in 2 day there will be 14 days from the day i request my first withdrawal

Today is the 14 day from the request of my first withdrawal and they dont pay me yet..What can i do now?

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, No my withdrawals are not completed yet and i dont have any update from the casino, they just tell me always that my money are safe and i will recieve them..Today is the `15 day that im waiting my first withdrawal please help me if you can thank you

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Have you contacted the casino directly to confirm that they truly don’t need any documents or verification from you?

Could you please specify the bonus you used?

Are all of your withdrawal requests still pending, or have you received any of them? If you have already received some payments, have you submitted any new withdrawal requests since then?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Yes i have made multiple successful withdrawals at the past

Yes i have contact with the casino and they told me that verification not needed at the moment

I have used a deposit casino bonus of 300 euro i have made a deposit of 300 euro and they gave me 300 euro bonus

All my withdrawal requests are still pending

Hello do you have any update?

Dear player, how much money have you received so far (if any)?

How many withdrawals are still pending?

What are the dates and amounts of each pending withdrawal request?

I haven't received nothing yet all my withdrawals are still pending

I have made 3 withdrawals of 480 euro at 1/08 - 2/08 - 3/08

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

ok thank you very much Dominika

Dear kaelos,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

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 comment on the situation?

Thank you in advance for providing the information.

Dear all,

We appreciate your patience.

We would like to inform you that we are working on the request with the highest priority.

Best regards,

MonsterWin Team

Dear MonsterWin Casino,

Thank you for your response.

Please keep us updated regarding the matter.

I'll be awaiting your reply.

Dear all,

We appreciate your patience in this matter.

Please note that we have requested documents to verify the player’s account. Once the verification is completed, we will be able to proceed with the payout.

Thank you for understanding.

Best regards,

MonsterWin Team

You request documents today after 27 days from the requests of my withdrawals... I hope the verification don't take another 27 days to complete

They told me to upload bank statement and my id which I made it and now they ask me for my paysafecard transactions...

I don't have access to my paysafecard account I have close it,what can I do now ?

Also I have made multiple deposit with my debit card and they can see this transaction at my bank statement that I have send.

I have done only a few deposits with paysafecard and now I don't have access on my paysafecard account because I have close it permanently,there is no reason to ask this transactions I think they just try to find a reason to don't pay me ...

I speak with paysafecard and manage to take the transaction they ask and I send it to monsterwin.

I hope they approve and don't ask for anything else this behaviour from the is so frustrating..

Dear MonsterWin Casino,

Could you please inform us whether the player has passed the verification? Or are there any documents which need to be provided?

I'll be awaiting your reply.

They are kidding me I upload the paysafecard transactions that they ask at(pdf) and they rejected it with no reason and now they asking again the transaction of my paysafecard from 15.7-15.8 which i have already sent it to them...This is madness I'm really tired with this casino it's past almost a month from my withdrawals request and I haven't receive my money..First time i saw a behaviour like this from a casino and I'm playing more than 10 years if you don't want to pay me @MonsterWin and keep my money please just say it because I'm really tired with you guys

(I will upload my transaction of paysafecard I have send them here to see it, the last transaction of 325 euro is my last deposit at monsterwin)

And now when i contact with them they just telling me this and never send me an email just excuses..Please help me i really need this money it's almost my yearly salary

I send them an email and ask them why they reject the transactions I send I they just tell me this..

I can't understand what is happening with this casino..

Casino guru thank you for you help and especially Dominika and Stefan but there is nothing you can't do to help me Monsterwin just don't want to pay me they don't even telling me the reason that they rejected the files I send...They don't even answer here..

Dear all,

We appreciate your patience.

We would like to inform you that the account has been successfully verified, and we are working on the current withdrawal requests.

Thank you for understanding in this matter.

Best regards,

MonsterWin Team

Dear MonsterWin Casino,

Thank you for your response and the information you have provided.

Could you please let us know once the first payments are processed?

I'll be awaiting your reply.

Dear all,

We would like to confirm that all pending withdrawals in question have been successfully processed and paid from our side.

In addition, we can confirm that the player has submitted further withdrawal requests, which have also been completed.

Best regards,

MonsterWin Team

Hello i can confirm that i have received the withdrawals until now i hope i receive and the others and resolve the issue, when this done i will update you

Dear kaelos,

As the casino is paying the withdrawals according to their terms, can we close the complaint as resolved for now? If the casino stops paying, you will be able to reopen the complaint anytime.

I'll be awaiting your reply.

I would like first to complete all my withdrawals and then close the complaint if this is not a problem

Dear kaelos,

Thank you for your response. Could you please state how much you have withdrawn so far and what the remaining amount to be withdrawn is?

I'll be awaiting your reply.

I receive all the money thank you very much casino guru!

Dear kaelos,

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,

Stefan, Casino.Guru