MonsterWin Casino - O pagamento do jogador foi atrasado.

Made a withdrawal of 100 on the 21st August. I then made two for 500 and 200 on the 23rd. My withdrawals are just sitting there pending (with the option to cancel) I have emailed a good few times and just get the same reply..."it should be with you soon" the 100 is now pending 10 days (8 working days) even though they say 3-5 working days. They are doing nothing to progress these on and just hope I cancel them.

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Dear deanmaher28,

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

Dear deanmaher28,

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.

Hi there

Thank you very much for following up. The casino has paid back one of the withdrawals for 100 euro. So I will wait on the other 2 and will resubmit complaint if these go over 2 weeks also. Thanks so much for the assistance.

Thank you for the update.

Have your pending withdrawals been successfully processed? If not, could you please post a screenshot of your withdrawal history?

Thank you.

Dear deanmaher28,

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,
Jean
Casino.Guru