MonsterWin Casino - A retirada do jogador está atrasada.

Hello, I am trying to receive my winnings at Monsterwin, I received a withdrawal of only 1750.00 reais, and the other withdrawals are still pending, I have called several times in the chat and via email, but the answers are the same saying that my withdrawal is being processed, there is a withdrawal pending since August 26, 2025 and I have not received it yet ... if you can help me, I will be grateful !!! It's a great casino, but I'm having problems withdrawing!

Olá, estou tentando receber meus ganhos na Monsterwin, recebi um saque apenas de 1750,00 reais, e os outros saques ainda estão pendentes, já chamei várias vezes no chat e via email, mas as respostas são as mesmas dizendo que o meu saque está em processamento, tem saque pendende desde o dia 26 de agosto de 2025 e ainda não recebi...se puderem me ajudar, ficarei agradecido!! É um ótimo casino, porém estou com problemas para sacar!

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you made any successful withdrawals from this casino before?

Could you kindly confirm if you passed the full KYC verification?

Did you accumulate your winnings with or without a bonus?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

So, they only paid me a withdrawal of 1750.00 reais, there's still 21,300.00 to go...today I went to access the account and I couldn't, in the chat, they told me it was under analysis...I sent several emails this week and they didn't get back to me. Today, they said they would ask for my documents for verification, but so far they haven't answered any of my emails.

I used to play in a casino, I can attach my winnings here for you if you need them!!!

Everything I won was without bonuses!

Anyway, I ask you to help me to do the verification, in this case, I ask you to help me so that they answer me by e-mail in this verification process!!!

Thanks so far

Flavio

Então, eles me pagaram apenas um saque de 1750,00 reais, ainda faltam 21.300,00...hoje fui acessar a conta e não consegui, no chat, me disseram que estava sob análise...mandei vários emails essa semana e não me retornaram. Hoje, eles falaram que vão pedir meus documentos para verificação, mas até o presente momento não responderam nenhum dos meus emails.

Eu jogava em casino mesmo, posso anexar meus ganhos aqui para vocês caso necessitem!!

Tudo que ganhei foi sem bônus!!

Enfim, peço que me ajudem a fazer a verificação, no caso, peço que me ajudem com que eles me respondam por e-mail neste processo de verificação!!

Obrigado até o momento

Flávio

Good morning,

Any updates on my case? I sent the documents and selfie along with the bank statement they asked for, that was on September 12th, so far they haven't answered me, in the chat the answers are the same that I have to wait...

Bom dia,

Alguma atualização sobre meu caso? Enviei os documentos e selfie juntamente com extrato bancário que eles me pediram, isso foi dia 12 de setembro, até agora não me responderam, no chat as respostas são as mesmas de que tenho que aguardar...

Thank you for your responses. Could you please clarify which documents you sent to the casino for verification, and when exactly did you send the last one?

Has the casino approved any of your documents in the meantime?

Have any of your documents been rejected?

Hello, good morning, Veronika...

I'm so glad you got back to me, despite the delay... let's go...

I sent the documents on September 12th, they asked me for a bank statement from July to August, a selfie of me holding my ID and a selfie of me holding my ID and showing the monsterwin website open in the background... Yesterday, the 17th, they asked me to send the same documents and photos again to the same department...

It is difficult to communicate with them, both in the chat and in the email the answers are always the same, I have pending withdrawals with them since August 26th, it is a lot of delay...they gave me the deadline of 3 working days to verify my documents, but more days have passed and the answers are always the same...I ask you to help me in this matter as soon as possible Casino Guru!!! Thank you for helping me so far!

Olá, bom dia, Veronika...

Que bom que vocês me responderam, apesar da demora...vamos lá...

Enviei os documentos dia 12 de setembro, me pediram extrato bancário de julho até agosto, selfie segurando documento de identidade e selfie segurando a identidade e mostrando ao fundo o site da monsterwin aberto...Ontem dia 17 me pediram para enviar novamente os mesmos documentos e fotos para o mesmo setor...

Está difícil a comunicação com eles, tanto no chat, quanto no email as respostas são sempre as mesmas, tenho saque pendentes com eles desde o dia 26 de agosto, é muita demora...eles me deram o prazo de 3 dias úteis para verificar meus documentos, mas já se passaram mais dias e as respostas sempre as mesmas...peço que me ajudem nessa questão o mais breve possível Casino Guru!! Obrigado por me ajudarem até o momento!!

Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Kindly include the documents you most recently sent to the casino as well. Thank you for your cooperation.

Good morning Veronika,

Okay, I've just sent it to your e-mail address!

I look forward to your reply. In the email, the documents they asked me for are attached to the conversation! I'm happy to answer any questions you may have!

Att.

Flávio

Bom dia Veronika,

Ok, acabei de enviar no seu e-mail!!

Aguardo ansiosamente por sua resposta. No email, está anexado os documentos que eles me pediram junto com a conversa! Qualquer dúvida estou à disposição!!

Att.

Flávio

Thank you very much, flavinhonunes, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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 flavinhonunes,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Hi Martina, thanks for the feedback and let's wait for the monsterwin representative to see what they say, because they asked again for a photo with ID open and with the site open, I made and sent the statement from July 23 to August 23 including entries and exits and also the deposit I made for the house !!! I look forward to hearing from you!

Att.

Flav****

Olá Martina, agradeço pelo retorno e vamos aguardar o representante da monsterwin para ver o que eles falam, pois pediram novamente um foto com documento de identificação aberto e com o site aberto, fiz e enviei o extrato do dia 23 de julho até 23 de agosto incluindo as entradas e saídas e também o depósito que fiz para a casa!! Estou no aguardo!!

Att.

Flav****

Good morning, I have been asked again, for the fifth time, for selfies holding documents and the same bank statement in pdf. I've already sent it in the format and file type they asked for! I don't know how to send these photos and this statement anymore, since it's in the format they asked me for...

Bom dia, me pediram novamente, pela quinta vez, selfies segurando documentos e o mesmo extrato bancário em pdf. Eu já enviei da forma e tipo de arquivo que eles pediram!! Não sei mais como enviar essas fotos e esse extrato sendo que está no formato que eles me solicitaram...

Dear MonsterWin Casino,

Could you please clarify exactly which documents the player needs to upload? The player is under the impression that these documents have already been provided to you.

Thank you for your assistance.

Martina, I sent you an email with information about what Monsterwin is asking for...a few hours ago they asked me to send the same documents again...the selfies I had to send again because they weren't so clear, but now there's no reason why they shouldn't accept them, you can see my face well with the monsterwin website in the background and my document with the numbers clearly legible! Today I've been trying to get my money for a month and all this time they've been delaying my verification and my withdrawals!!!

Martina, lhe enviei um email contendo informações do que a Monsterwin está me pedindo...algumas horas atrás eles pediram para enviar novamente os mesmos documentos...as selfies tive que enviar novamente porquê não estavam tão nítidas, mas agora não tem o porquê não aceitarem, dá pra ver bem o meu rosto com o site da monsterwin ao fundo e meu documento com os números bem legíveis! Hoje está fazendo 1 mês que estou tentando receber meu dinheiro e nesse tempo todo estão atrasando a minha verificação e meus saques!!

Dear all,

We appreciate your patience.

We would like to inform you that all pending withdrawals were successfully completed from our side, also we contacted the player via email 0in order to get details to payout the remaining balance.

Best regards,

MonsterWin Team

Hello, thank you Monsterwin for the payment of the pending withdrawals! I received the email and sent data 2 days ago from my account that they asked me to pay me the larger balance that was pending, I am waiting for this payment to finalize this case !!!

Olá, obrigado Monsterwin pelo pagamento dos saques pendentes! Recebi o email e enviei dados 2 dias atrás da minha conta que me pediram para me pagarem o saldo maior que ficou pendente, estou aguardando esse pagamento para finalizarmos esse caso!!

Dear flavinhonunes

Those are some very good news!

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Thanks Martina, I'm waiting for Monsterwin to pay the remaining balance, now I'm going on day four without a response from them... they asked me for my account details, but so far I haven't received them...

Obrigado Martina, estou aguardando a Monsterwin fazer o pagamento do saldo restante, agora estou indo para o quarto dia sem retorno deles...me pediram os dados da minha conta, mas até agora não recebi...

It's been 5 days and so far they haven't deposited the remaining balance...what do we need to do for this case to finally be resolved?

I look forward to hearing from Monsterwin.

Passados 5 dias e até agora não depositaram o saldo restante..o que precisamos fazer para este caso finalmente ser resolvido?

Fico no aguardo Monsterwin.

Dear MonsterWin Casino Team,

is there any update for us, please?

Dear all,

We appreciate your patience.

We would like to inform you that the request has been forwarded to the relevant team in order to payout.

Best regards,

MonsterWin Team

Dear flavinhonunes

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Unfortunately it's taking a long time, 6 days have passed and I believe that today the payment won't be made, in which case we'll be going into the seventh day without payment of the remaining balance...I'll wait and update you!

Thank you

Infelizmente está muito demorado, já se passaram 6 dias e acredito que no dia de hoje o pagamento não será feito, no caso iremos para o sétimo dia sem o pagamento do saldo restante...sigo no aguardo então e vou atualizando vocês!

Obrigado

Good morning,

7 days have passed and again my payment hasn't gone through! They're asking me again for the same documents and selfie... how can that be? Since I've already sent them and you've already made the pending Monsterwin withdrawals? All that's missing is the balance and now they're asking me for verification again? Casino Guru help me with this again!

I look forward to hearing from you!

Flavio

Bom dia,

7 dias se passaram e de novo meu pagamento não foi feito! Estão me pedindo novamente os mesmos documentos e selfie...como pode isso? Sendo que já enviei e vocês já fizeram os saques pendentes Monsterwin? Falta apenas o saldo restante e agora me pedem toda verificação de novo? Casino Guru me ajude novamente nessa questão!!

Fico no aguardo!

Flávio

Dear MonsterWin Casino Team,

Could you kindly clarify why it is necessary to resubmit player´s verification documents? I would greatly appreciate your guidance on this matter.

Thank you very much for your time and assistance.

Monsterwin, any news on my payment? It's been almost 40 days since I received it...I've sent all the documentation...selfies...statements...everything you've asked for several times!!! Let's resolve this case once and for all!!!

I'm waiting!

Monsterwin, alguma novidade sobre o meu pagamento? Quase 40 dias para receber...ja mandei toda documentação..selfie...extrato...tudo conforme pediram por várias vezes!! Vamos resolver este caso de uma vez por todas!!

Estou no aguardo!

Casino Guru, please help me with this again... Monsterwin again canceled the withdrawal of the final amount, and when I asked them in the chat they told me that my account was closed...

I sent the bank statement, I sent the photos again and they still didn't pay me... it's been a long time...

Casino Guru, por favor me ajude nessa questão novamente...a Monsterwin novamente cancelou o saque do montante final, e ao questionar eles no chat me disseram que a minha conta estava encerrada...

Mandei o extrato bancário, mandei as fotos novamente e mesmo assim não me pagaram...isso já faz um bom tempo...

Dear all,

We appreciate your patience.

Since the withdrawal to Neteller was unsuccessful, we have contacted the player via email to request an alternative payment method.

Best regards,

MonsterWin Team

Good afternoon, Monsterwin contacted me today October 7th by email, and they requested another form of payment for the remaining balance...I have already passed it on to them and now I will wait for the payment...when they finalize the payment I will return to inform you here!!!

Thanks for your attention!

Boa tarde, a Monsterwin entrou em contato comigo hoje dia 07 de outubro por email, e solicitaram uma outra forma de pagamento do saldo restante...já passei para eles e agora vou aguardar o pagamento...quando finalizarem o pagamento volto à informar aqui!!

Obrigado pela atenção!!

Dear flavinhonunes,

I can imagine that the situation has been frustrating!

Thank you for the cooperation though.

Yes, please, keep me informed!

Good morning,

So far they have not paid the rest of the amount, they asked for the address of my cryptocurrency wallet, which I have already passed, and after that I received an email with the withdrawal request, I am waiting for the money to fall into my account, but I have not received the amount yet !!!

Bom dia,

Até agora ainda não efetuaram o pagamento do restante do valor, pediram o endereço da minha carteira de criptomoeda, na qual já passei, e após isso recebi um email com a solicitação do saque, estou aguardando o dinheiro cair na minha conta, porém ainda não recebi o valor!!

Dear all,

We appreciate your patience.

We would like to inform you that the withdrawal request has been successfully completed from our side.

Best regards,

MonsterWin Team

Good afternoon,

I would like to inform you that today, October 9th, I received the full amount that was pending! Thank you Casino Guru for all your help and attention to my case. Although it took me over a month to receive the full amount, I would also like to thank Casino Monsterwin for the payment! So, I am closing this case and once again thank you very much!!!

Boa tarde,

Informo que hoje, dia 09 de outubro, recebi o valor total que estava pendente!! Muito obrigado Casino Guru por toda ajuda e atenção que deram ao meu caso. Apesar de ficar mais de 1 mês para receber o valor total agradeço também ao Casino Monsterwin pelo pagamento realizado! Sendo assim, dou como encerrado este caso e mais uma vez muito obrigado!!

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

Dear flavinhonunes,

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,

Martina