MonsterWin Casino - A desistência do jogador está atrasada.

Dear CasinoGuru Team,

I would like to submit a formal complaint regarding a delayed withdrawal from Monsterwin Casino.

On Friday, February 6, 2026, I requested a withdrawal of €500 to my Revolut Visa virtual card, as part of my total winnings of €4,500, which I am withdrawing in installments of €500.

The casino support team informed me many times that withdrawals require up to 3 working days to be approved.

Counting working days:

• Monday 9/2 → 1st working day

• Tuesday 10/2 → 2nd working day

• Wednesday 11/2 → 3rd working day

As of today, the 3-working-day timeframe has fully passed, yet my withdrawal is still pending and not approved, without any clear explanation.

Although no KYC verification was requested, I proactively submitted all my identification documents in order to avoid any delays. Despite this, I only receive repetitive generic responses stating that "the finance department has been informed", without any concrete timeframe or progress.

Withdrawals to Revolut Visa cards are typically processed within 1–3 working days, therefore this delay is unjustified and concerning.

I have contacted their support multiple times, but I receive only automated replies and no meaningful assistance.

I kindly request your help in mediating this case and ensuring that Monsterwin Casino processes my withdrawal promptly.

Thank you very much for your time and support.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

I talk every day with the chat and I get the same answers, they didn't ask for identification and I sent all the documents myself. Below I will leave some screenshots of the conversation, every time the same..

μιλαω κάθε μέρα με το chat και λαμβάνω τις ίδιες απαντήσεις, δε μου ζήτησαν ταυτοποίηση και μόνος μου έστειλα τα έγγραφα όλα. Παρακάτω θα αφήσω κάποια screenshoot συνομιλίας, κάθε φορά το ίδιο..

Another message I received from the casino in the form of an email, they keep telling me that no identification is needed...

Ακόμη ένα μήνυμα που έλαβα από το casino με τη μορφή mail, συνεχίζουν να μου λένε ότι δε χρειάζεται ταυτοποίηση…

Some more screenshots regarding my requests for verification of my account...

I would like to add that the win happened without having an active deposit bonus, that is, with a raw balance.

Ακόμη κάποια screenshoot σχετικά με τα αιτήματα μου για επαλήθευση του λογαριασμού μου…

θα ήθελα να προσθέσω ότι η νίκη έγινε χωρίς να έχω ενεργό bonus κατάθεσης, δηλαδή με raw balance.

hello,

they started to pay me, but i will close the complain till i get all my balance.

Thank you,

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

Dear paokmono1997,

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,

Veronika

We’ve reopened this complaint at the request of paokmono1997. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following message:

Hello CasinoGuru Team,

I would like to kindly request the reopening of my previous complaint, as unfortunately the issue has not been fully resolved.

Initially, I closed the complaint because the casino had started processing and paying my withdrawals. However, after that, my remaining withdrawals have been significantly delayed again.

Here is the full situation:

• I have submitted 3 withdrawal requests on:

- 16/02

- 17/02

- 18/02

• Today, I am still waiting for the payment, and the first withdrawal from 16/02 remains pending for a very long time.

• In the past, the casino successfully paid some withdrawals to my Revolut account, so I know that payments are technically possible.

• The casino has NOT requested any KYC verification so far. Despite this, I proactively sent my identification documents via email in order to avoid any possible delays.

• I am in continuous contact with the live chat support, but unfortunately I always receive the same generic responses, such as:

"your withdrawal is under processing", "security checks", or "please wait", without any clear explanation or concrete timeline.

• At this point, more than enough business days have passed, and the delays have become excessive and stressful.

I am a cooperative and patient player, but I am now very concerned about the prolonged delay and the lack of transparency.

I kindly request your assistance in mediating this case and helping to resolve the matter as soon as possible.

Thank you very much for your support.

Dear paokmono1997

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello,

I would like to provide a detailed update regarding my case.

Yesterday, I received one partial payment of 500€, which corresponds to a withdrawal request made on 18/02.

However, I still have two older pending withdrawal requests of 500€ each (total 1000€), submitted on 16/02 and 17/02, which remain under processing.

Additionally, yesterday I submitted another withdrawal request of 500€(1500€ total pending for withdraw balance), and I currently also have an available balance of 1500€ remaining in my account, which I will withdraw on future withdraws..

Therefore, I am still waiting for the completion of all my pending withdrawals.

I appreciate that a partial payment has been made, but I kindly ask for your assistance in helping ensure that all remaining withdrawals are processed as soon as possible, especially the older pending requests.

I will keep you informed if there are any further updates.

Thank you very much for your support.

Kind regards,

Dear paokmono1997,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from MonsterWin Casino to join this conversation and assist in addressing the complaint.

Dear MonsterWin Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Customer,

Please accept our apologies for the delay regarding your withdrawals. We would like to reassure you that this matter has been escalated and is being treated as a high priority for our finance team.

We are working to resolve this as quickly as possible and will provide you with a further update as soon as more information becomes available.

Thank you for your continued patience.

Kind regards,

The MonsterWin Team

Dear MonsterWin Casino,

Thank you for making this issue a top priority, and I truly appreciate your team’s dedication to resolving it. Since this is now a high-priority matter for your finance team, could you kindly provide an estimated timeline for when the player can expect their withdrawal requests to be processed?

Regards