MonsterWin Casino - A retirada do jogador está atrasada e os fundos estão em risco.

I have an account at MonsterWin casino and for over a month I have been trying to withdraw my money of €1,900. I have completed the identity verification (KYC), I have sent all the required documents (ID, proof of residence, selfie, proof of deposit), but:

either reject them without clear justification,

either they don't respond to my requests at all,

or they constantly delay the verification process.

I have contacted their support several times and I am not getting any concrete answers. The situation shows that the casino is refusing to pay out the money that is due to me and it is likely a delay and/or fraud practice.

I request your assistance in mediating for the immediate release of my funds. I am able to send you all the evidence that proves my situation (account screenshot, transactions, communication emails, KYC documents).

The casino claims to operate under a Curaçao 8048/JAZ license, which makes its stance even more concerning.

Please consider my case as soon as possible.

Έχω λογαριασμό στο καζίνο MonsterWin και εδώ και πάνω από ένα μήνα προσπαθώ να κάνω ανάληψη των χρημάτων μου 1.900€ . Έχω ολοκληρώσει την επαλήθευση ταυτότητας (KYC), έχω αποστείλει όλα τα απαιτούμενα έγγραφα (ταυτότητα, απόδειξη κατοικίας, selfie, αποδεικτικό κατάθεσης), αλλά:

είτε τα απορρίπτουν χωρίς σαφή αιτιολόγηση,

είτε δεν απαντούν καθόλου στις αιτήσεις μου,

είτε καθυστερούν συνεχώς τη διαδικασία επαλήθευσης.

Έχω έρθει σε επαφή με την υποστήριξή τους πολλές φορές και δεν λαμβάνω συγκεκριμένες απαντήσεις. Η κατάσταση δείχνει πως το καζίνο αρνείται να καταβάλει τα χρήματα που μου αναλογούν και πιθανόν να πρόκειται για πρακτική καθυστέρησης ή/και εξαπάτησης.

Ζητώ τη βοήθειά σας ώστε να μεσολαβήσετε για την άμεση αποδέσμευση των χρημάτων μου. Είμαι σε θέση να σας αποστείλω όλα τα αποδεικτικά στοιχεία που αποδεικνύουν την κατάστασή μου (screenshot λογαριασμού, συναλλαγών, email επικοινωνίας, έγγραφα KYC).

Το καζίνο ισχυρίζεται ότι λειτουργεί με άδεια Curaçao 8048/JAZ, γεγονός που καθιστά τη στάση του ακόμη πιο ανησυχητική.

Παρακαλώ εξετάστε την υπόθεσή μου το συντομότερο δυνατό.

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 any of your personal documents been approved by the casino during KYC? Please specify the verification status of each of your documents.

When exactly did you send the last document to the casino for verification?

When was the last time the casino contacted you regarding the verification of your account?

Did you provide all the documents in the correct format, are the photographs clear and legible, and do your documents contain all the necessary personal information?

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 you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Veronica,

Thank you for your response and your intention to help me.

I have already submitted all the required documents for the KYC process, which include my ID, proof of address and bank e-statement. Unfortunately, my e-statement has been rejected several times, even though it is legible, with all the necessary details (name, address, date).

I submitted the last document about two weeks ago. At that time, I was informed that the company would cease operations and very soon my account was closed, without completing the verification process.

I request that my case be reconsidered, as I have fully complied with all requirements. I would like to be given the opportunity to complete the verification and resolve any outstanding issues before final closure.

Thank you in advance for your help.

Αγαπητή Βερόνικα,

Σας ευχαριστώ για την απάντησή σας και την πρόθεσή σας να με βοηθήσετε.

Έχω ήδη αποστείλει όλα τα απαιτούμενα έγγραφα για τη διαδικασία KYC, τα οποία περιλαμβάνουν την ταυτότητά μου, αποδεικτικό διεύθυνσης και τραπεζικό e-statement. Δυστυχώς, το e-statement μου έχει απορριφθεί αρκετές φορές, παρόλο που είναι ευανάγνωστο, με όλα τα απαραίτητα στοιχεία (όνομα, διεύθυνση, ημερομηνία).

Το τελευταίο έγγραφο το υπέβαλα πριν περίπου δύο εβδομάδες. Εκείνη την περίοδο ενημερώθηκα ότι η εταιρεία θα σταματήσει τη λειτουργία της και πολύ σύντομα ο λογαριασμός μου έκλεισε, χωρίς να ολοκληρωθεί η διαδικασία επαλήθευσης.

Ζητώ να εξεταστεί ξανά η περίπτωση μου, καθώς έχω συμμορφωθεί πλήρως με όλες τις απαιτήσεις. Επιθυμώ να μου δοθεί η δυνατότητα να ολοκληρωθεί η επαλήθευση και να διευθετηθούν τυχόν εκκρεμότητες πριν το οριστικό κλείσιμο.

Σας ευχαριστώ εκ των προτέρων για τη βοήθειά σας.

Dear Veronica

Can you help me with what exactly is happening with my withdrawal?

Αγαπητή Βερόνικα

θα μπορείτε να με βοηθήσετε το τι ακριβώς γίνεται με την ανάληψη μου ;

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

Dear Ezedin-133,

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