The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player was informed about potential delays due to KYC verification and a high volume of requests. After the recommended timeframe for processing had passed without resolution, we extended the inquiry period. However, due to a lack of response from the player, the complaint was closed, but the player retained the option to reopen the complaint in the future.
MonsterWin Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €500
MonsterWin Casino
Safety Index 8.5 HighCase summary
Discussion
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10 months ago
Translation
Hello dear Casino Guru Team,
I registered with Casino Guru on August 24, 2025, and made my first deposit of €30. I used the first deposit bonus. The bonus terms and conditions have been met, and I now have €750, of which I can initially withdraw a maximum of €500 from the casino.
My withdrawal request was received by the casino on August 24, 2025, at 10:57 PM. Today marks the end of the three business days within which the withdrawal is processed, according to their terms and conditions.
Because of this, I did some research and discovered that it's no longer an isolated case of withdrawals being refused or delayed at this casino. Therefore, I would like to turn to you directly and ask for your help.
I contacted the casino's support team today and they said they would forward this to the finance department and that my withdrawal was apparently in the final stages of processing and they needed more time because it was due to an overload of requests.
I then asked if I could expect the withdrawal to be processed by tomorrow at the latest. Support replied, "It should be done by then, but if you've already completed it, please don't hesitate to contact us again via live chat."
That sentence doesn't make much sense. I'm guessing he meant that I should contact him again if the payout hasn't been authorized.
I hope you can help me. I could really use these 500 euros. I was very happy about the money.
Thank you for reading and for your help.
Best regards
Mario
Automatic translation:
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10 months ago
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
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10 months ago
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 does, 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.
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10 months ago
TranslationHello little update,
Since the support representative informed me on August 27th that my withdrawal process was nearing completion, he also assured me that the withdrawal should be made by August 28th.
Of course, nothing happened. So I contacted support again on August 28th, and they just told me that the finance department was overwhelmed by too many requests and had been informed of my withdrawal request.
Plus, I don't have to worry, and the money will be paid out. (I don't really believe that yet.)
I'll wait until September 3rd and contact support again this afternoon.
I hope you can help me if nothing has happened by then.
Best regards
Mario
Automatic translation:
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9 months ago
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.
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9 months ago
Dear player,
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.
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9 months ago
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,
Dominika
Casino.Guru
