MonsterWin Casino - Player wants account to be closed.

I became a VIP player and got a VIP support.

Since I was playing very actively and with high stakes, I asked for a loyalty bonus. No responses.

I decided to delete my account and have asked several (many) times in last weeks to support me in closing my account.

I am not getting any response and my account is still open.

All I want is that anyone from casino support helps me closing my account.

I have been writting Mails and contacting via chat for several times in last weeks.

No response still.

Please help me somehow delete my account at this casino.

As a responsible gaming provider, any casino should respect players wish to delete the account.

Thank you in advance!

Dear tesanovic88,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.

Thank you very much in advance.

Best regards,

Katarina

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.

Hello Katarina,

Thanks for your reply!

I am aware about the difference.

I do want to be self-excluded.

I am highly unhappy with the way how I waa treated, the lack of support and with not being able to contact anyone from vip support.

I want to delete my account and try my luck somewhere else.

i have sent you one of many E-Mails sent as a closing request.

Kindest regards,

M****

Dear all,

We appreciate your patience.

Please note that the account has been closed due to the request.

Best regards,

MonsterWin Team

Dear Katarina,

Thank you for your support.

It seems that it works, but only when using CasinoGuru as support.

I was trying for weeks on my own.

If there is a way to note that somewhere as a casino review, that would be amazing.

Thank you once again!

Kind regards,

M****

Hello tesanovic88,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear tesanovic88,

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.

Best regards,

Katarina

Casino.Guru