MonsterWin Casino - Jogador alega violações graves das regras de jogo responsável.

I am submitting this complaint regarding MonsterWin due to serious responsible gambling violations.

After suffering significant losses, I clearly expressed my intention to self-exclude and stop playing. Instead of applying responsible gambling protections, my assigned VIP manager continued to contact me and actively encouraged further gambling by offering bonuses and cashback.

I mainly played live casino games, specifically Mega Fire Blaze, and as a result of these practices I lost almost €10,000.

Although some cashback was granted (approximately €1,700), it was subject to a 1x wagering requirement, which still required continued gambling and therefore did not function as real loss mitigation.

I consider this behavior highly irresponsible, especially given that my losses were already substantial and that I had explicitly communicated my wish to stop playing.

I have complete evidence including email communications, VIP chat messages, and bank statements showing deposits and losses.

I respectfully request that this case be reviewed and that fair compensation be considered due to the casino’s failure to apply responsible gambling measures and their continued encouragement of play after my self-exclusion request.

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Dear Carliiitoooss,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello, if I send you a screenshot of the email I sent and the reply

Buenas, si le envío captura del correo que envié y de la respuesta

Thank you for your email. In the screenshots you sent me, I cannot find any mention of gambling addiction or gambling problems as your reason for the account closure request. Please note that when applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings MonsterWin Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to MonsterWin Casino, add my email address veronika.f@casino.guru to CC, and keep me informed about any further developments. Thank you in advance. 

Dear Carliiitoooss,

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,
Veronika
Casino.Guru