MonsterWin Casino - Withdrawal of player's winnings has been delayed.

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Dear Universal1,

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 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

The issue has been from June 2026 requesting my email to be updating for withdraw purposes. They delayed and delayed back then and left me no choice but to play back my winnings. I did the selfie and id in hand back then and now still same issue they refuse to update my email for the purpose of withdraw. They say they sent it enterac emoney transfer but i contacted Enterac spoke to Izabelle and she said she never got notification for a withdraw to my old email. So Monsterwin support was not honest in that they told me to contact Enterac as the withdraw has been processed nd sent to my old email. I have verified over and over through their link with my selfie and drivers license holding it and they refuse to update my email. Today I recieved an email from support they never tell you the reason they just give you conclusion leaving you no option to resolve this email is very bazaar given I used to work for Draftking and I know how easy it is to update an email after you recieve a selfie and id . So it is very strange why they making this so difficult and problematic a simple task and I have complied with everything. Here is the response today from Support. They state they cannot update my email right now and they are emailing me at my new and updated email. I also asked them to send my withdraw via direct deposit , a bank wire transfer as that is offered to Canadians. Currently my withdraw is stuck in "processing" I have recieved no reason why they cannot update my email and what I can do to resolve. Here is the email they sent me today:

Meky (Monsterwin)

Sep 12, 2026, 16:53 GMT+3

Dear ---------,

Thank you for contacting the Monsterwin.com support team.

We are sincerely sorry for this inconvenience. Unfortunately, we are not able to make this change at the moment. Rest assured that we will put it in place as soon as possible. We thank you for your understanding and your patience.

If you have additional questions, please feel free to contact us via email support@Monsterwin.com or via Live Chat.

Yours sincerely,

Monsterwin.com support team

Here is latest response I got today. Mind you I have sent them the reason for my email update and the email i want it updated to and they keep sending me same generic email:Calypso (Monsterwin)

Sep 14, 2026, 11:52 GMT+3

Dear ------

Thank you for contacting the Monsterwin.com support team.

To update your email address, please send us a written request stating both your previous (incorrect) email address and your new (correct) email address.

Please include the reason for the change, a clear photo of your official ID, and a photo of yourself holding your ID next to your face for security verification.

If you have additional questions, please feel free to contact us via email support@Monsterwin.com or via Live Chat.

Yours sincerely,

Monsterwin.com support team

Also mind you i have uploaded my selfie and my id and holding my id while doing my selfie i would say over 4 times now each time i check that it is clear before sending it. This is draining when they ask for same thing and i keep complying.

Thank you for the additional information. I understand your frustration, particularly since you state that you have repeatedly completed the requested identity verification but your email address has still not been updated.

To better understand the situation and determine where your current withdrawal stands, could you please clarify the following:

• Could you please let me know when the withdrawal was requested and when it was processed?
• Please provide a screenshot of your $700 withdrawal request or your withdrawal history page.
• Could you please share a screenshot, if possible, showing when live chat support confirmed they sent your withdrawal to your old email address?
• Please forward all relevant communication with the casino to jean.s@casino.guru, especially your attempts to update your email address.

When you email me, please also notify me in the complaint thread. Thank you in advance for your cooperation.

Hi Jean. Thank you so much for helping. I sent you the screenshot of my withdraw in my account, and sent you copy and paste log dating back to September 10 up to today. If you need further back I can go back and get August 30, 2026 which was the first time upon requesting email update they sent me link to verify and upload id and selfie. Let me know. I also sent you the two most recent emails from support saying now a new story that they have tech issues and that is reason for withdraw delay and email update delay. All this time they have been telling live chat to tell me they sent the withdraw via emoney transfer to my old email that does not exist anymore and once they found out i contacted Enterac customer service and they checked my email the old one they said no notification of money being transferred to me via emoney transfer- so they lied. Now they tell me it was really tech issues. I really do not know what to believe anymore but sent you the emails that they actually said was tech issues with email update and withdraw on their part and I recieved those two emails yesterday. Thanks. Appreciate you. 🙂

Hi Jean, one of my friends who i won't say the name said she got her withdraw of $500 3 days ago. And they told me they have a tech issue. They are inconsistent with their statements and have no clue why. She is still playing their she does not want her name mentioned because she is afraid of any backlash from them

Hi Jean the issue has been resolved by ASKGAMBLERS. I had two days ago reached out to them and they resolved my withdraw issue. Monsterwin posted back on their page and updated my email and is expediting the withdraw. Thank you for taking the time for looking into it but close the complaint. Thanks totally appreciate your platform

Dear Universal1,

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,

Jean

Casino.Guru