MonsterWin Casino - Pelaajan tili on suljettu yllättäen.

Account closed after I requested a withdrawal for no reason and no explanation. To make matters worse, I was betting small amounts and I'm sure I didn't do anything to break the rules. And after asking for an explanation several times, I didn't get a response.The only answer I got was that it was the administrator's decision.I used them for a couple of weeks and did not use any bonus.Thanks in advance

Dear blesotina,  

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:  

• Could you please specify when you requested a withdrawal?  Is it pending?
• Did you pass the verification before your account got closed?  
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

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

Hi again, i requested withdrawal about two weeks ago and after 3-4 days my account is closed so i cant log in. Did not verify account because there was no option to verify. Before i made a payout request i tried to verify but under section "verification" there was message like"you do not need to verify now" I didn't have a chance after that because I no longer had access. Casinos ask for verification before payment, but they closed my account without a request for verification. I mostly bet on sports for small amounts and barely two weeks before they closed my account.It's not a large amount, I deposited 50 and ended up with about 100 euros, but it irritates me because I know I didn't do anything against the rules.

Dear blesotina, do I understand correctly that you still haven't received your withdrawal?

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.

No i did not. As I said, my account is closed so they have no intention of paying out either the deposit or winnings. The only answer was that it was the decision of the "administrator" No reason, no explanation.

Thank you for your reply, blesotina. I apologize, but if you have only placed bets on sports betting and your account has been blocked, the casino may have detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Please recommend me.

Dear blesotina, I have just sent you an email with the list of websites that deal with sports betting-related cases. I hope you will find them useful.

This complaint will now be closed. As mentioned before, I'm sorry we were not able to help you with this complaint, but please, do not hesitate to contact us in the future if you run into any casino-related issues with this or any other online casino, and we will try our best to help.

Regards,

Natalia