Monixbet Casino - Player's withdrawal disappeared from account.

I mad a withdrawal after a while of it not being approved I messaged, I was told it's in a que and to be patient,

After a while it was no longer in my awaiting withdrawal section, so I messaged to make sure it was on its way to me only to be told there's been an error and they don't no what happened or where my money is......

They said management were investigating

Then said there technical team where trying to figure it out

I asked if it's going to take days or weeks to sort it but they said they can't tell me anything.... my money is just gone with no explanation or even guarantee that I'll be getting it...

Dear cvthomps,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Do I understand correctly that your payment is still pending inside the account without being processed or has it been processed but never reached you?
• Could you please specify how many days ago was your withdrawal requested?
• Was your account successfully verified already?
• Which payment method did you opt for to receive your winnings?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear cvthomps,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.