MonsterWin Casino - Pelaajan tili on suljettu.

Hello,

Monsterwin Casino has closed my account without any warning or reason. It says that it's under review, and i can't log in. I made sports bets and a little casino. This is my only account there, and i used my PC and my phone to log in. Now i can't access it, and can't withdraw the money left there. I don't know exactly how much is left there. Around 200€ is my estimate (they will know it). After corresponding with them through email, they say my account is closed and that is all. Please help me resolve this to get my fairly earned money. See in photos attached for the problem with logging in and correspondence via email. (Can't send it all, reached limit with number of attachments.)

Thank you

KR

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 that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MonsterWin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What casino games did you play to accumulate your current balance in the casino?
• Did you achieve your current balance with the help of a bonus?
• Have you passed account verification in the casino? Were you asked to submit any documents for verification recently or in the past?

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

Best regards,

Tomas

Hello,

i was player there about 1 month. They blocked my account on 10th of October 2025.

I played maybe little of Big Bass splash, but i mostly played sports bets, live and prematch.

No, i didnt use any bonus.

They contacted me 22nd of October to send them all documents, i sent them and im still waiting 6 days now for them to verify.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 s1ko07,

Following a review of your account in relation to your concerns, we would kindly request you to please provide us with the your transaction history for full period from August 24, 2025 till September 24, 2025, to complete the verification of your account, enabling us to proceed with your request accordingly.  

We respectfully recommend that you upload the documents in PDF format through the latest email we have sent you requesting the same transaction history.

Additionally, please ensure that the document has not been edited or modified. Kindly upload the PDF in its original form. Your PDF should be visible of all the transaction occurred within the timeframe mentioned above.

We sincerely appreciate your patience, understanding, and cooperation. Thank you very much. 

Kind regards,

MonsterWin team.

Hello,

i have sent you this document on 22. October. Then you asked me for transaction history from August 26 until September 26, 2025. And i have sent that also. After that, i got no reply, and it has been over 2 weeks since then.

And now yesterday you asked me for the same documents that I already sent on 22 October, and I sent them again yesterday. ( I have all screenshots of our correspondence.)

What is happening? Do the people who work there not know how to respond? Or is this just your tactic to stall when people ask for their fairly earned money because you closed their account?

Kind regards

Dear s1ko07,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

Dear MonsterWin Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the player’s account closure or blocking? Additionally, please check which documents you have already received from the player so that duplicate requests can be avoided. A prompt and comprehensive response will help us proceed with a fair resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear s1ko07,

We wish to bring to your attention the following aspects of the General Terms and Conditions, which you acknowledged upon the creation of your account on our website: 

• 3.9 :- We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

We also want to inform you that the only previously pending balance of 130 EUR, has been successfully processed as a manual withdrawal, and the funds were dispatched from our end on November 12, 2025.

The funds may take between 3 to 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

We hope this helps clarify the matter for you.

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

Best regards,  

MonsterWin team.

Hello,

are you sure that there was only 130€ on my account? That seems little bit low since i remember.

Regards

Dear MonsterWin Casino,

Thank you for the clarification. To ensure everything is fully verified, could you please provide proof confirming that €130 was the final balance in the player’s account and that no funds remained after the withdrawal? You may share this evidence here or send it privately to jakub.m@casino.guru.

Thank you for your cooperation.

Dear Kubo,

We have sent an email to you, attached with evidences.

We will wait for your further update.

Kind regards,

MonsterWin team.

Dear MonsterWin Casino,

Thank you for your message and for providing requested evidence.

Dear s1ko07,

According to the evidence supplied by the casino, there was indeed only €130 remaining in your account at the time it was closed. This amount was manually processed on November 12 and sent to you via bank transfer. Prior to that, in October, you made three withdrawals totaling €300 to your Skrill account.

Could you please confirm whether you have received the €130 payment from the casino?

Thank you for your cooperation.

I got the 130€.

Thank you for your help.

Kind regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear s1ko07,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo