The player from Spain had been waiting for a withdrawal for three weeks and faced issues with Monsterwin regarding document verification, as only his ID had been checked. Communication through live chat had led to inconsistent responses without resolution. The Complaints Team had been unable to proceed with the investigation due to the player's lack of response to inquiries and reminders, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
MonsterWin Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €30
MonsterWin Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
Let's see, I'm having problems with Monsterwin, when I've never had them at any other casino like that. I sent all the documents for verification, and they only checked my ID. I also have a withdrawal from about a month ago, and in live chat, they always tell me different things and never solve anything. If you could help me, thank you.
Automatic translation:
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8 months ago
Dear sergioelpalo1999,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with MonsterWin Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Do I understand correctly that your KYC verification is still in process?
- Have you been asked to supply more documents for verification?
- Could you please provide the exact date of your initial verification request?
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,
Katarina
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8 months ago
Translation
Hi, my verification is still in process, but it says 24 hours and it's been going on for over 72 hours.
And no, I haven't been asked to provide anything else.
I don't remember, it was quite a while ago.
Automatic translation:
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7 months ago
Dear sergioelpalo1999,
thank you for your message.
- Is there any new development regarding your KYC verification?
- Have you ever had any successful withdrawal at this casino, please?
- Have you accumulated your winnings with or without an active bonus?
Looking forward to your reply.
Katarina
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7 months ago
Dear sergioelpalo1999,
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.
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7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
