MonsterWin Casino - Player's withdrawal is delayed.

I haven't received my withdrawal yet. The terms and conditions on the site state that withdrawals should be processed within 3 business days. I requested a withdrawal on Thursday 26.06, a week ago. Here the casino does not comply with its own terms and conditions. In chat there are different answers every time you ask. I think they are holding funds on purpose.

Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Then they shouldn't have a condition that they approve withdrawals within 3 business days. They are breaking what they themselves have written, which I think is very bad for a casino. It says that the account does not need documentation as of now.

Thank you for your reply. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

No update, no money. 5000 nok should not be this hard to pay out. Its small coins. Just says alot about the casino i think. Thanks for your time, casino guru❤️

This casino comes up with so many excuses as to why you haven't received your withdrawal yet. It's absolutely insane! What a scheme, never been to such a crappy casino. How can they have an 8/10 with you?

They also continue to send out bonuses and offers via email, even though I have told them several times that I do not want to receive these. They are unable to pay out withdrawals, so why would I want to deposit more money and use these offers. They have said I have reported this, but they continue to send a lot.

My withdrawal is still pending, can you please help me? They also just kicked me out of the chat when I asked about critical questions. This casino really does everything to avoid paying out the customer. I have now received an excuse that there is something wrong with the payment provider, that there is high pressure on finance and that there are technical problems with them. I get these excuses one after the other. I have also been told since last week that finance has been contacted so that I will be prioritized, they have been saying this for a long time now. When I ask how many times they have sent a request to finance now, they come up with an excuse that they can only see the last one. In other words, they confirm that they are lying, since this is now a message I have received repeatedly. I have an email that

confirms all this. I can also request a chat log.

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

Dear J1990,

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,

Kristina