Monixbet Casino - Pelaajan kotiutusongelma on edelleen ratkaisematta.

Hi CasinoGuru,

I wanted to reach out for assistance regarding an issue I'm having with the casino MonixBet.

In summary:

1) The first BTC withdrawal for 500 EUR I ever requested from them back in September 2025 was processed on their end but never actually sent by them to my BTC address.

2) Several subsequent 500 EUR BTC withdrawals I made from them were also processed on their end and were successfully received by me.

3) I raised the issue of the 1 missing payout with them and they said because the payout was successfully processed on their end it meant they were not responsible for the missing transaction.

4) They provided a TXID to check the blockchain and it had no instance of the transaction I requested and all transactions on said TXID were for different amounts to other wallets that were not mine.

5) I eventually got in touch with a manager from the support team back in January who said they would investigate further but they have since stopped replying to any follow up emails.

6) I've reached out multiple times to customer support to re-escalate the issue but all they respond with is to wait for the reply email from the manager.

I would like to believe that MonixBet is operating in good faith and that up to this point they simply just haven't had the correct person with the necessary skill set review my case and make the appropriate compensation back to me. 

I would ask if this can be forwarded to their representative so that it can be escalated to the right member of their team for a resolution.

Regards,

Andrew

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Dear CanadaBettor,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask a few questions so I can fully understand the situation.

• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Could you please confirm whether you have successfully completed the KYC verification?
• Have you contacted your payment processor regarding this issue?

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

Best regards,

Petra

Hi Petra,

Thanks for your reply and assistance with this, my answers to your questions as follows:

Could you let us know when you made your last successful withdrawal and how long it took to be processed?

-My last successful withdrawal was for the amount of 400 EUR, it was requested on January 12, 2026 and paid out to me on January 14, 2026.

Could you please confirm whether you have successfully completed the KYC verification?

-Yes I'm fully verified.

Have you contacted your payment processor regarding this issue?

-I used BTC on Kraken as my withdrawal address, I haven't contacted Kraken regarding this issue yet but only because there's no actual transaction or record that exists which I can point them to. This would also be consistent with the audit I sent to Monixbet showing all my Kraken transactions for September and October 2025 which has no record of the payment they processed ever being sent to me.

Dear CanadaBettor,

Thank you for your reply and for providing the previous details.

To clarify your issue, could you please provide some additional information:

• Did you use the same payment method to withdraw your winnings as previously?
• Could you update us on the current status of your transaction history in the casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
• Can you confirm if there were any errors or issues reported during the withdrawal process on the MonixBet platform?
• Have you received any written communication from MonixBet acknowledging your missing payout?

You may provide any additional evidence/communication with the casino, including screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots directly to this thread.

Thank you again for your cooperation.

Dear CanadaBettor

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hi Petra,

Thanks for the update and your assistance with this, and thank you Peter as well.

Hello there,

Thank you CanadaBettor for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Monixbet Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Peter,

Do you think it would it help at all if I contacted their customer service in order to direct their attention to this thread?

Feel free to try!

I spoke to their customer support and shared with them the link to the thread and their response was they don't open external links and the support service doesn't answer questions on other sites. Again they just recommended I wait for the manager to respond to my email, I said I've been waiting over 2 months for an email response, support said they would ask for my email to be prioritized. So I can wait and see if they reply either here or to my email but I'm not too confident they will.

Dear CanadaBettor,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Anjouan Gaming Authority and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so through the validator on the casino website. Please let me know if you need help with submitting the complaint or how they responded, if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter