Monixbet Casino - O jogador acredita que o seu pagamento foi atrasado.

Hi,

My account is verified and I provided all the documents they asked for.

I have requested 3 withdrawals in the last 2 weeks and those were okay and I received the funds.

But since then my balance got bigger because of winnings.

And I now requested a withdrawal for the daily limit of 5000, its taking a taking almost a week and they wont clarify whats happening. The only response I get, is that the finance department is working on it.

They say in the T&C its take 3 business days for the confirmation but nothing is happening when I ask them.

They say they are working on it, but I am getting worried because this is taking so long. I am afraid I wont get my funds. and even with this tempo if they confirm the withdrawal its going to take so long so long to get my funds.

Can you please help me out.

Dear krsslvthr,

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,
Complaints Resolution Center

Hi,

I understand that.

my account is verified already.

But its really taking long, they are probably waiting for me to keep gambling and lose it all

and everytime I speak to the live chat I dont get straight answers

I just want to withdraw

And now they blocked my account

Hi,Today its been 2 weeks ago.

And due to this casino making me wait for so long .. I kept playing and lost my funds, just like what they wanted me to do ofcourse.

but there is still a withdrawal of 5000 I made on 30th of april which is still not confirmed.

Can you please look in to this case?

Thank you for your reply, krsslvthr. Could you please advise which games you focused on while your account was active - slots, live casino, sports betting, etc.?

Have you accumulated your winnings with or without an active bonus?

Have you received any explanation from the casino regarding the blocked account? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The account is open again, they tried to change my password but I got acces again.

I was playing live casino.

I won without bonuses.

I speak to the casino everyday to get more clarity on what the problem is.

But they dont give me an answer, the only thing they say is that I have to wait.

But like I said there is still my delayed withdrawal that is not confirmed yet.

So i lost 40K of my winnings because they wont confirm my pending withdrawal.

So the initial 5000 withdrawal is still pending after 14 days now.

Can you help me ?

Thank you very much, krsslvthr, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Okay Thank you

Hi Michal nice to meet you.

Can you help me?

Hello krsslvthr,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I understand your frustration with the waiting, but sometimes there might be unexpected complications with processing a withdrawal or additional checks that need to be carried out prior to processing the withdrawal. I will contact the casino to shed more light on this matter.

We would like to invite Monixbet Casino to join the conversation.

Dear Monixbet Casino,

Can you please provide information on what causes the delay in the player's withdrawal processing? When will the player's withdrawal be processed?

Hi Michal,

Yes because they keep me waiting I lost 40K , Imagine that..

So now we wait on Monixbet to reply?

Dear krsslvthr,

I fully understand the frustration of waiting until your withdrawal is processed. Ideally, we would like to see every withdrawal fully processed on the same day, however, this is not always possible. As my colleague Kristina already mentioned, factors like KYC's, high number of withdrawal requests, and others influence the processing times.

That’s why we advise players to be patient and cooperate fully with the casino team.

Now we need to wait for a reply from Monixbet to shed more light on the reasons for the delay.

Okay. Does it really take this long?

I have received my winnings, so I am happy now.

It was a long wait but I have it finally so you can lose this case please.

They said this wont happen again in the future.

So Thanks so much for your help

Great news, krsslvthr. I'm glad to hear that you successfully received your winnings. I hope all your future withdrawals will be processed without any unexpected delays.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru