MonsterWin Casino - A conta do jogador foi encerrada sem explicação.

I deposited €800 and was promised a bonus on Monday of the following week, which included 25% cashback up to €200. They closed my account for no reason and won't reopen it. On top of that, they charged me a €2 to €5 fee for each deposit.

Ingrese 800€ y me prometían un bono el lunes de la semana quevien de un 25% de Cashback hasta 200€. Me cerraron la cuenta sin ningún motivo y no me la quieren reabrir. Encima cada depósito me cobraban de 2 a 5€ de comisión.

Dear player,

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

• Did you have any money in your balance when the casino closed your account? 
• Have you received any official communication regarding the closure of your account?
• Did you pass the verification before you lost access to the account?   

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,

Natalia

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Hello, good afternoon,

Did you have any money in your balance when the casino closed your account? No, but today, Monday, they were supposed to give me cashback for last week's net losses. My net losses were €800, so they had to reimburse me €200.

Have you received any official communication about the closure of your account? Yes, but without any reason, they don't give me any explanation.

Did you pass verification before losing account access? No.

Hola buenas tardes,

¿Tenía usted dinero en su saldo cuando el casino cerró su cuenta? No, pero hoy lunes me tenían que dar el cashback de las perdidas netas de la semana pasada, mis perdidas netas fueron 800€, entonces me tenían que reembolsar 200€

¿Has recibido alguna comunicación oficial sobre el cierre de tu cuenta? Si pero sin ningún motivo, no me dan explicaciones

¿Pasaste la verificación antes de perder el acceso a la cuenta? No

Last week's cashback was credited to me because I deposited 70, and I was refunded €16.99.

Last week I deposited €800 and this week they should refund me €200.

El cashback de la semana pasada me lo acreditaron porque deposite 70, y me reembolsaron 16,99€.

La semana pasada deposite 800€ y en verdad está semana me tendrían de reembolsar 200€

Dear juannprogamer, 

Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.  If your balance was zero at the moment of the account closure, the casino has no liabilities towards you. I understand that you are requesting the cashback bonus that you expected to receive. However, please note that bonuses such as cashback are conditional offers, available only to active accounts that meet all the terms and conditions at the time of crediting. Since your account was closed before the bonus was issued, you no longer meet these conditions. This means the casino is not obliged to grant the cashback.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards, 

Natalia