MonsterCasino - Player is struggling to withdraw his winnings.

2 weeks now and no news about my withdrawal...also they limited my account as soon as i asked to withdraw...they got every paper they asked 10-15 days now but nothing...live chat also not helping at all...just same loop...were going to take care of you dont worry were going to email you...

Dear Ioannis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner and it can take some time to fully review all documents.

Which documents have you provided, please?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

We received this email from Ioannis:

"I upload to site everything they asked....that was card photo both sides ...passport, phone number bill , print of my income - payslips of last year from the gov .uk site....both card accounts that i used that show my name etc, full statements for 2 months of both cards that there are inside the payments of the winning deppsit ...everything...they just dont wont to pay....now i saw the bad reviews on trusted reviews....last 2-3 months at least 20-30 people got same issues..."

Thank you very much Ioannis for your email. Is there any communication between you and the casino that you could forward me? If yes, please send it all to kristina.s@casino.guru.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Dear Ioannis,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Thank you very much Ioannis for your email. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you.to be honest the casino doesn't look that got any will to resolve this 30+ days now ..even when you speak with a manager you take the same copy paste replys and with a quick look you see there are plenty of people that post ladt months complains like this

Hello Ioannis,

I'm Nick and I'll be assisting you from now on in your case. I would like to ask Monster Casino to join us and help us resolve the player's issue.

Unfortunately, we haven't hear from the casino yet. Please note, that the complaint will be marked as unresolved and may negatively affect the casino's rating if we won't receive any respond from them. We will be keep trying to contact them.

Dear Ioannis,

As you can see we still could not reach the casino. I'm really sorry that we could not help you more but as the casino is non-responsive, there isn't much we can do. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help.

Best regards,

Nick

Casino.guru