MonsterWin Casino - Pelaajan kotiutukset viivästyvät ja tilin vahvistaminen on estynyt.

Good evening!

I have played at Monsterwin Casino and have won quite a bit of money and have already made withdrawals of at least 3,000 euros (500 euros at a time) without needing identification! At some point 20 days ago and while I was continuing to make withdrawals of 500 euros, they asked for identification! Since I sent them all the necessary documents, they sent me an email that my identification has been completed and to wait for the withdrawals to continue normally. But in vain as my withdrawals remained blocked as I have an open withdrawal since June 12, 2025. And as if all this were not enough, they are again asking for identification with the same papers that I have already sent them. They delay the "review" for no reason and generally obstruct things by finding cheap excuses, which makes me worry that I may lose my money.

Please help me resolve this issue and ensure I receive my payment.

Καλησπέρα !

Έχω παίξει στο Monsterwin Casino και έχω κερδίσει αρκετά χρήματα και έχω κάνει αναλήψεις κιόλας τουλάχιστον 3.000 ευρώ (500 ευρώ τη φορά ) χωρίς να χρειάζεται ταυτοποίηση ! Σε κάποια στιγμή πρίν 20 μέρες και ενώ συνέχιζα να κάνω αναλήψεις των 500 ευρώ μου ζήτησαν ταυτοποίηση ! Εφόσον τους έστειλα όλα τα απαραίτητα έγγραφα μου έστειλαν mail ΄ότι η ταυτοποίηση μου έχει ολοκληρωθεί και να περιμένω τις αναλήψεις να συνεχίσουν κανονικά .Μάταια όμως καθώς οι αναλήψεις μου παρέμειναν αποκλεισμένες καθώς έχω ανοιχτή ανάληψη από τις 12 Ιουνιου 2025 . Και να μην φτάναν όλα αυτά ζητάνε πάλι ταυτοποίηση τα ίδια χαρτιά που τους έχω ήδη στείλει .Καθυστερούν το "review" χωρίς λόγο και γενικότερα κωλυσιεργούν βρίσκοντας φτηνές δικαιολογίες πράγμα που με κάνει να ανησυχώ μήπως χάσω τα λεφτά μου .

Παρακαλώ βοηθήστε με να επιλύσω αυτό το ζήτημα και να διασφαλίσω ότι θα λάβω την πληρωμή μου.

Dear panosxap,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MonsterWin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• What specific identification documents did you submit to the casino for the 1st time, and how much time did it take to verify your documents?
• What documents did the casino request after your withdrawal request from 12th June?  Are they still being reviewed?
• Have you provided all the required documents as soon as possible and in the correct format?
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Initially they asked for my ID document front and back as well as a selfie which I provided immediately, a utility bill in PDF format which I also sent and my debit card front and back with specific digits covered which I sent them exactly as they asked me. To send me an email and tell me that they do not need any other document from me and that I should be patient as my withdrawals progress. (Below I also put the screenshot I kept)

Then, without telling me what I did wrong and while my identification has been completed, he asked me again for photos of my card, front and back, and proof of address. And that's where the delays began with excuses like they want the file in its original format without having been opened by another program while I have sent it to them normally as a pdf. Then they tell me that they do not accept files via email and that I have to send them to the page that even though they tell me that they have rejected the document I send them, they continue to have it as "for approval" and continue to be slow to respond. I have sent them at least 3 different address documents, either my pay TV or my electricity bill, and they always find an excuse not to proceed with my identification (which, as I showed you above, has been completed). I really don't know what else to do and I resorted to you to see if we can figure something out. I have currently sent them a power bill on the monsterwin page in the verification section hoping that they will finally approve my identification and proceed with my withdrawals. I do not have any active bonuses nor did I collect the money with bonuses.

ps: I remind you that the money is not 3,000 euros as you write. It is 14,000 euros and 1,500 euros in open withdrawals still

αρχικά μου ζητήσανε έγγραφο ταυτότητας μπρος και πίσω καθώς και σέλφι τα οποία παρείχα αμέσως , λογαριασμό κοινής οφέλειας σε μορφή Pdf το οποίο έστειλα επίσης και την χρεωστική κάρτα μου μπρος και πίσω με συγκεκριμένα ψηφία καλυμμένα τα οποία τους έστειλα όπως ακριβώς μου τα ζητήσανε .Για να μου στείλουν mail και να μου πουν ότι δε χρειάζονται κάποιο άλλο έγγραφο από μένα και πως να κάνω υπομονή καθώς προχωράνε οι αναλήψεις μου . (Παρακάτω σας βάλω και το screenshot που κράτησα )

Έπειτα , χωρίς να μου πει τι έκανα λάθος και ένω έχει ολοκληρωθεί η ταυτοποίηση μου μου ζήτησε πάλι φωτογραφίες της κάρτας μου μπρος και π΄ίσω και αποδεικτίκο διεύθυνσης .και κει ξεκίνησαν οι καθυστερήσεις με δικαιολογίες του τύπου ότι θέλουν το αρχείο στην αρχική του μορφή χωρίς να χει ανοιχτεί από άλλο πρόγραμμα ένω τους το χω στείλει κανονικά με pdf . Μετά μου λένε ότι δεν τα δέχονται τα αρχεία μέσω mail και ότι πρέπει να τα στείλω στην σελίδα που παρόλο που μου λένε ότι έχουν απορρίψει το έγγραφό που τους στέλνω συνεχίζουν να το έχω ως "προς έγκριση" συνεχίζοντας να αργούν να απαντήσουν . ΄Τους έχω στείλει 3 φόρες τουλάχιστον διαφορετικά έγγραφα διεύθυνσης ,είτε της συνδρομητικής μου τηλεόρασης είτε το λογαριασμό ηλεκτρικού ρεύματος και πάντα βρίσκουν μια δικαιολογία για να μη προχωρήσουν στην ταυτοποίηση μου (την οποία όπως σας έδειξα παραπάνω έχει τελειώσει ) .Πραγματικά δεν ξέρω τι άλλο να κάνω και κατέφυγα σε σας μήπως βγάλουμε μια άκρη . Αυτή τη στιγμή τους έχω στείλει λογαριασμό ρεύματος στη σελίδα monsterwin στην ενότητα επαλήθευση ελπίζοντας ότι θα μου εγκρίνουν επιτέλους την ταυτοποίηση και θα προχωρήσουν με τις αναλήψεις μου . Δεν έχω κάποιο ενεργό μπόνους ούτε τα συγκέντρωσα με μπόνους τα χρήματα .

p.s :Υπενθυμίζω τα χρήματα δεν είναι 3.000 ευρώ όπως γράφετε . Είναι 14.000 ευρώ και 1.500 ευρώ σε ανοιχτές αναλήψεις ακόμη

Thank you very much for your reply, panosxap. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I'll send it to you directly via e-mail!

σας τη στέλνω άμμεσα μέσω e-mail !

Thank you for the email, panosxap. Could you please also send the documents you sent for verification to the casino for our internal evaluation to the same email address (natalia.b@casino.guru)? I can see the support informed you that the proof of address was not accepted, as the casino suspected you didn't send the original one.

The program shows that it has been resolved. On Friday they told me that my identification has ended and today the first withdrawal was made in a while (12/07/2025). Do you want me to send you when I get the full amount?

το πρόγραμμα δείχνει ότι έχει επιλυθεί .Την παρασκευή μου είπαν ότι η ταυτοποίηση μου έχει τελειώσει και σήμερα έγινε η πρώτη ανάληψη μετά από καιρό (12/07/2025) Θέλετε να σας στείλω όταν πάρω όλο το πο΄σό ;

Thank you for the updates, panosxap. Can you please specify if you have received the first payment? In what amount?

How much money do you still have in your casino balance?

I have received the first payment of 500 euros and I still have 3 open withdrawals of 500 euros and a total of 14,500 euros left to receive.

έχω λάβει την πρώτη πληρωμή των 500 ευρώ και έχω ακόμη 3 ανοιχ΄τές αναλήψεις των 500 ευρώ και σύνολο 14.500 ευρώ ακόμη για να λάβω

Good evening again. For the past 2 days, the monsterwin casino has changed its name to https://monsterwin-2217.com/gr/, with the result that I cannot access my account. In my conversation with the livechat, they informed me that the casino has closed, but I had 12,500 euros in my account and 2 other withdrawals of 500 euros each. What do I do in this case? Can I claim my money? I am quoting the chatscript from my conversation with the casino representative below. Please help me!

Καλησπέρα και πάλι .Εδώ και 2 μέρες το καζίνο της monsterwin ΄έχει αλλάξει όνομα σε https://monsterwin-2217.com/gr/ με αποτελεσμά να μη μπορώ να μπω στο λογαριασμό μου .Σε συνομιλία μου με το livechat με ενημέρωσαν ότι το casino έχει κ΄λείσει αλλά εγώ είχα 12.500 ευρώ στο λογαριασμό μου και άλλες 2 αναλήψεις από 500 ευρώ η κάθε μία .Τι κάνω σε αυτή την περίπτωση ; Μπορώ να διεκδικήσω τα λεφτά μου ; Σας παραθέτω παρακάτω το chatscript από τη συνομιλία μου με την εκπρόσωπο του καζίνο . Βοηθήστε με σας παρακαλώ !

Thank you very much, panosxap, for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear panosxap,

My name is Martina, and I will be assisting you with your complaint moving forward. I completely understand your concern. I will contact the casino and do my best to help resolve the issue as soon as possible.

You are correct — the casino is closed. We have received information indicating that they have decided to withdraw from the Greek market. However, they have also stated that they intend to pay out all players with remaining active balances.

At this point, I would like to invite a representative from MonsterWin Casino to join this conversation and assist in resolving the complaint.

Dear Casino Representative,

Could you please clarify the procedure for withdrawing funds from an account when a player is no longer able to access it?

Thank you in advance for your cooperation and assistance.

Dear panosxap,

As per reviewing your account we can see all your current previous pending withdrawal request was processed from our side and we kindly suggest you to please attempt withdrawal request so we can help you to process the withdrawal request as soon as possible.

Kindly note that you can have a maximum of 3 (three) active withdrawal requests each having gap of 24 hours and for the forth one you have to wait for any one of the earlier 3 withdrawal request to be processed.

Our team wishes you all the best for your future activities!

Best regards,

MonsterWin team.

Dear MonsterWin Team,

Could you please assist the player with withdrawing the remaining funds from their account? As the player has deactivated their account, they’re currently unable to complete the withdrawal themselves.

If there’s anything the player can do to help speed up the process, please let us know

Thank you in advance for your support.

A correction: I did not deactivate my account. The casino did it without warning and after I had completed my identification and was proceeding normally with my withdrawals.

Μια διόρθωση: Δεν έχω απενεργοποιησει εγω το λογαριασμό μου .Το καζίνο το κανε χωρίς προειδοποίηση και αφού είχα ολοκληρώσει την ταυτοποίηση μου και προχωρούσα κανονικά στις αναλήψεις μου

Dear panosxap,

I apologize I misread it.

In that case, Dear MonsterWin Representative, can you please state the reason why has player´s account been deactivated being fully verified?

Thank you very much in advance for your cooperation

Dear panosxap,

We would like to inform you that an email has been sent to you in order to provide us your payment details.

Best regards

MonsterWin Casino team

I have sent you the information you requested and I am waiting!

σας έχω αποστείλει τα στοιχεία που μου ζητήσατε και αναμένω !

Dear panosxap

Hopefully, at this point it should only be a matter of time before the payment reaches you.

Please let me know as soon as you receive the payment. I will keep this complaint opened until your confirmation regarding successful withdrawal.

Thank you very much. Let's hope everything goes well. I'll keep you posted!

Σας ευχαριστώ πολύ. Ας ελπίσουμε ότι όλα θα πάνε καλά .θα σας ενημερώσω!

Dear panosxap,

We are pleased to inform you that your payment is in process.

Thank you for the cooperation.

Kind regards

MonsterWin team

Thank you MonsterWin Team for the update!

Hopefully, the payment will be processed as soon as possible!

Dear panosxap,

Please keep us updated

Thank you very much MonsterCasino and Martina for solving my problem and I can't wait for my withdrawal to be completed! Once it is completed, is it easy for me to receive a confirmation of all my withdrawals at your casino so that I have some document for my tax return?

Σας ευχαριστώ πολύ MonsterCasino και Martina για την επίλυση του προβληματός μου και ανυπομονώ να ολοκληρωθεί η ανάληψη μου ! Εφόσον ολοκληρωθεί λοιπόν είναι εύκολο να λάβω κάποια βεβαίωση όλων των αναλήψεων μου στο καζίνο σας ώστε να έχω κάποιο έγγραφο για τη φορολογική μου δήλωση;

MonsterWin Casino,

can you please answer the player's question?

The money has just been credited to my account. I cannot express how happy I am that my request was granted! However, I would appreciate it if you could send me a receipt of all my withdrawals so that I can tax my winnings!

τα χρήματα μόλις μπήκαν στο λογαριασμό μου .Δε μπορώ να εκφράσω ΄πόσο χαρούμενος είμαι που ικανοποιήθηκε το αίτημα μου !θα εκτιμούσα όμως αν μου στέλνατε μια βεβαίωση από όλες τις αναλήψεις μου ώστε να μπορέσω να φορολογήσω τα κέρδη μου !

Dear panosxap,

We are glad that you have successfully received your payout.

As per your request regarding your withdrawals history, kindly be informed that it is in process.

Thank you for your patience.

Kind regards

MonsterWin team

Thank you very much. I'm waiting!

σας ευχαριστώ πολύ . Αναμένω!

Good morning!

You sent me an excel document that has no signature on it and I cannot use it as evidence for my tax return.

Please issue an official Certificate of Total Profits for the tax year 2024, with the following information:

– Full name – Tax ID (I have sent you my full name and tax ID by e-mail to support)

– Total net profits

– Any tax withholding

– Date of issue, stamp and signature

– Monsterwin details (headquarters, VAT number or license)

Thank you in advance.

Καλημέρα !

μου στείλατε ένα έγγραφο excel το οποίο δεν έχει καμία υπογραφή πάνω και δε μπορώ να το χρησιμοποιησω ως αποδεικτικό για τη φορολογική μου δήλωση

Παρακαλώ για την έκδοση επίσημης Βεβαίωσης Συνολικών Κερδών για το φορολογικό έτος 2024, με τα εξής στοιχεία:

– Πλήρες όνομα – ΑΦΜ (το ονοματεπωνυμο και το αφμ μου σας το χω στείλει με e-mail στο support )

– Σύνολο καθαρών κερδών

– Τυχόν παρακράτηση φόρου

– Ημερομηνία έκδοσης, σφραγίδα και υπογραφή

– Στοιχεία Monsterwin (έδρα, ΑΦΜ ή άδεια)

Ευχαριστώ εκ των προτέρων.

Dear panosxap,

Regarding your request, excel sheet is the only format that we can provide you the information with.

Thank you for the collaboration.

Best regards

MonsterWin team

Is it not your responsibility to give winnings certificates to your casino members? Your casino is not licensed in Greece. How will I tax my winnings if you do not provide me with the document I need? I do not think the tax office will accept the excel sheet you sent me. Do you intend to serve me please?

δεν είναι στις αρμοδιότητες σας να δίνετε βεβαιώσεις κερδών στα μέλη του καζίνο σας ; Το καζίνο σας δεν έχει άδεια στην Ελλάδα .Πως θα φορολογήσω τα κέρδη μου αν δε μου παρέχετε το έγγραφο που χρειάζομαι ; Δε νομίζω η εφορία να δεχτεί το φύλλο excel που μου στείλατε . Έχετε σκοπό να με εξηπηρετήσετε παρακαλώ ;

Dear everyone, since the issue you are dealing with now is out of my expertise and ability to help I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation.

Dear panosxap, 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,

Martina Bennett

Casino.Guru