MonsterWin Casino - O levantamento dos prémios dos jogadores está atrasado.

Hello... I have been waiting for my benefits since July 4th and I still do not have a different and sincere response to be patient and sorry for the delay, your request is in urgent processing and sorry for the inconvenience, every day I write a message to support and it is the only message I receive from them, every day except MY MONEY, I do not know what else to do to be able to receive what belongs to me, I try every day but nothing, I had previously received withdrawals of €500, which is the maximum that can be made in 3 business days and 72 hours, but this time I have 3 withdrawals available of €500 and I have been waiting too long and my patience is running out, I need someone to help me and give me a real and effective solution.

Hola… Llevo esperando mis beneficios desde el 4 de julio y todavía no tengo una respuesta diferente y sincera a tenga paciencia y perdón por la demora, tu solicitud está en trámites urgentes y perdone las molestias, todos los días les escribo un mensaje al soporte y es lo único mensaje que recibo de ellos, todos los días menos MI DINERO, ya nose que más hacer para poder recibir lo que me pertenece lo intento todos los días pero nada ya había recibido anteriormente retiros de 500€ que es lo máximo que se puede a los 3 días laborables y 72h pero esta vez tengo 3 retiros disponibles de 500€ y llevo esperando ya demasiado tiempo y la paciencia se agota necesito que alguien me ayude y me dé una solución de verdad y eficaz.

Dear player,

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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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 player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, I still haven't received the payment. I've been waiting since July 4th, and they're scammers with the same copy-and-paste responses every day.

No todavía no he recibido el ingreso sigo a la espera de recibirlo desde el día 4 de julio y con las mismas respuestas de copia y pega de todos los días son unos estafadores.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you use the same payment method as for your previous successful withdrawals?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Yes, they had already made 2 transfers of €500 to me within 4 working days but now they haven't done it again.

I have spoken to support and they tell me that my account is correct without any verification available. They have never asked me for it.

Earnings without bonus

Si, ya me habían hecho 2 transferencias de 500€ a los 4 días laborables pero ahora ya no me lo han vuelto a volver hacer

He hablado con el soporte y me dicen que mi cuenta está correctamente sin ninguna verificación disponible no me lo han pedido nunca

Ganancias sin bono

Dear player, have you received the money?

No, I still don't send them emails and other things, but it's always the same, without my money and the same responses. It's a casino scam, I don't recommend it to anyone.

No todavía no les sigo enviando correos y demás pero siempre lo mismo sin mi dinero y las mismas respuestas, es una estafa de casino no lo recomiendo para absolutamente nadie.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite MonsterWin Casino representative to join this conversation.

Dear MonsterWin Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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

Dear alvarocanamares19,

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,

Mirka