MonsterWin Casino - O pagamento do jogador foi atrasado.

Hello, good morning.

I'm having problems with the Monsterwin platform. Previously, they were not recognizing my withdrawal request. I was in this situation for over a month, and they kept saying that the withdrawal wasn't showing up for them. I reapplied, but so far the payment hasn't been made. The team informs me that the case is in priority and that the payment will be made, but nothing happens. I've contacted them several times and have had no solution.

Olá, bom dia.

Estou enfrentando problemas com a plataforma Monsterwin. Anteriormente, eles não estavam reconhecendo o meu pedido de saque. Permaneci nessa situação por mais de um mês, e continuavam afirmando que o saque não aparecia para eles. Refiz o pedido, mas até o momento o pagamento ainda não foi realizado. A equipe informa que o caso está em prioridade e que o pagamento será efetuado, porém nada acontece. Já entrei em contato diversas vezes e não obtive nenhuma solução.

Dear kauanfx,

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 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

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.

Dear kauanfx,

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.

Good afternoon, nothing yet, I'm still waiting for my withdrawal to arrive.

Boa tarde, nada ainda, continuo aguardando o meu saque cair.

Good afternoon, now they've put my account under review and I can't log in anymore. It's been 2 months and I haven't received anything.

Boa tarde, agora eles colocaram minha conta sob revisão e não consigo mais entrar. Já vai completar 2 meses e nada de eu receber.

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

• Have you made any successful withdrawals before?
• 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? Send emails or chat transcripts to my email at attila.g@casino.guru, 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, I've made withdrawals, I've done the KYC check, I haven't used any bonuses, they're just waiting to pay.

Sim, fiz saques, fiz a verificação KYC, não utilizei nenhum bônus, eles só estão enrolando pra pagar.

More attachments follow.

Seguem mais anexos.

Dear kauanfx, do you have any updates for us? Have you received your withdrawal?

got it now, thanks!

recebi agora, obrigado!

Dear kauanfx,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Attila Gorkij

Casino.Guru