The player from Portugal had requested a withdrawal of 500 euros two weeks prior, but despite contacting customer support multiple times, she received the same response regarding delays and that her payment was still pending. After submitting her complaint, it was confirmed that she had not previously cashed out and had won a total of 700 euros, with the casino allowing a maximum withdrawal of 500 euros. Following the intervention of the Complaints Team, the player received her payment after four weeks of waiting. The issue was then marked as resolved.
MonsterWin Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €500
MonsterWin Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
I won 500 euros on October 13. I spoke to the assistants in the chat but the answer was always the same: they're going to ask the department responsible and that they're sorry but the payments are delayed due to the number of cases. The time was 3 working days and it's already been 3 weeks
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4 months ago
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4 months ago
Dear Lirium86,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active 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,
Veronika
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4 months ago
TranslationI've never cashed out anything and the first time I cashed out I was told there was no need for verification. I deposited 15 euros and was offered a deposit bonus. After a lot of playing it was transferred to my real balance and I continued to play and in total I won 700 but they only let you withdraw a maximum of 500. I withdrew the 500 and the rest remained and I eventually ended up playing them.
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4 months ago
TranslationThank you for everything, they've just paid me now, thank you very much, I believe it was your intervention because I had to complain here for 4 weeks, thank you very much.
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4 months ago
Dear Lirium86,
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,
Veronika Fritz
Casino.Guru
