Monixbet Casino - A retirada do jogador está atrasada.

They are petting me wait for over a month now, without giving me any reason.

Dear andipokern003,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• What games did you play?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Veronika,

"Have you made any successful withdrawals before?" - No, never

"Could you please confirm that you have passed the KYC verification?" Yes, I have passed KYC over a month ago already

"Have you accumulated your winnings with or without an active bonus?" The winnings were made from real money, not from bonus money

"What games did you play?" Multiple Slot/Casino games

Kind regards

Andi

Please forward me all the communication between you and the casino customer support regarding the delay in the processing of your payment at veronika.f@casino.guru, or post screenshots here. Thank you for your patience and cooperation.

I have forwarded all the communication. I am waiting for my withdrawal since March 17, so 1.5 months already.

Thank you very much, andipokern003, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear andipokern003,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Monixbet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Jana,

We apologize for the delay with the withdrawal and the possible inconvenience associated with this.

At the moment, the payout has already been approved, and the player's bank details are waiting to be filled in for it to be completed successfully. Our support team has already reached out to the customer and provided detailed instructions on how to finalize the withdrawal process.

All the best,

Monixbet Casino Representative

What the Casino is saying is untrue. I have only received a message that the withdrawal is now complete, asking me to remove the casinoguru complaint. However, I still have not received any funds. I also have not received any instructions whatsoever.

Dear andipokern003,

thank you for your reply. Please keep us updated of any new development.

Dear Jana,

The situation is still the same as in the last 1.5 months. I am waiting for my withdrawal. After I asked support about this missing 'bank details' and they confirmed that nothing additional is needed on my site.

Kind regards

Andi

Dear Jana,

I wish to inform you that the player's withdrawal has been successfully completed.

All the best,

Monixbet Casino Representative

Dear andipokern003,

can you confirm that you have received your funds?

Dear Veronika,

I can confirm that 20% of my balance have been payed and I received it. As it took them almost 2 months to send 20%, I would be thankful if this complaint can be remained open until everything is payed.

Kind regards

Andi

Dear andipokern003,

could you please state what is the current pending balance?

Dear Jana,

I have a remaining balance of about 6000€. My first withdrawal of 2000€ was confirmed.

Kind regards

Andi

Dear andipokern003,

thank you for an update.

Monixbet Casino representative,

When will the player's balance be paid?

Dear Jana,

All payouts are processed in compliance with the Monixbet T&Cs.

We do our best to withdraw the player in the shortest possible time, but a lot depends on the client's cooperation, as he has to initiate the withdrawal himself from his account.

All the best,

Monixbet Casino Representative

Dear Jana,

I have to point it that there is a withdrawal request pending and it is solely on the Casino to finally accept it.

Kind regards

Andi

Dear Jana,

I want to let you know that another player withdrawal request has been completed.

Dear andipokern003,

thank you for an update. What is the current pending balance?

Dear Jana,

My balance is 5000€ now, 3000€ were payed so far. I already requested another payment.

Kind regards

Andi

Dear andipokern003,

please keep us updated when you receive another funds.

Dear andipokern003,

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.

Dear Jana,

I have received further funds, now only €1500 is outstanding.

Best regards

And I

Liebe Jana,

Ich habe weitere Gelder erhalten, es sind jetzt nur noch 1500€ ausstehend.

Mit freundlichen Grüßen

Andi

Dear andipokern003,

thank you for the update. Please keep us informed when you receive the remaining funds.

Dear andipokern003,

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, 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,
Jana
Casino.Guru