MonsterWin Casino - O pedido de encerramento da conta do jogador não foi atendido.

Hello. On April 15, 2025, I opened an account at Monsterwin Casino, deposited, and played. Because I have a gambling addiction, I immediately notified the casino here at 11:25 a.m. that same day, requesting immediate and permanent account closure. Despite contacting support on April 15, 2025, at 2:08 p.m., my account was not closed. At 6:13 p.m., I received the following message:

Jaytee (Monsterwin)

Apr 15, 2025, 6:13 PM EEST

Dear Andrea,

Thank you for contacting our support team.

We would like to inform you that, in conformity with our Terms and Conditions, any balance in your game account will be voided during the process.

Please, confirm your decision and acknowledgment by replying to this email.

Our Casino is fully committed to supporting Responsible Gambling initiatives and encourages you to find information about Responsible Gambling at the websites of the organizations below. Apart from professional help, you will also find applications which, when downloaded, limit your access to gaming.

https://responsiblegambling.org/

https://www.gamblersanonymous.org.uk/

https://www.gamblingtherapy.org/

https://www.betfilter.com/

https://www.gamcare.org.uk/

If you have any additional questions, please, do not hesitate to let us know.

Best Reg

ards,

Customer Service

I immediately replied that the casino should close my account immediately and permanently.

At 6:40 p.m. I received the same email again:

Jaytee (Monsterwin)

Apr 15, 2025, 6:40 PM EEST

Dear Andrea,

Thank you for contacting our support team.

We would like to inform you that, in conformity with our Terms and Conditions, any balance in your game account will be voided during the process.

Please, confirm your decision and acknowledgment by replying to this email.

Our Casino is fully committed to supporting Responsible Gambling initiatives and encourages you to find information about Responsible Gambling at the websites of the organizations below. Apart from professional help, you will also find applications which, when downloaded, limit your access to gaming.

https://responsiblegambling.org/

https://www.gamblersanonymous.org.uk/

https://www.gamblingtherapy.org/

https://www.betfilter.com/

https://www.gamcare.org.uk/

If you have any additional questions, please, do not hesitate to let us know.

Best regards,

Customer Service

Until now my account is still not closed

Despite numerous emails, nothing has happened, and so far I've deposited another €2,300. I urgently need help with closing my account and potentially getting my deposits refunded. Thank you very much!

Hallo. Am .15.04.2025 habe ich ein Konto bei Monsterwin Casino eröffnet, eingezahlt und gespielt. Da ich spielsüchtig bin, habe ich das Casino umgehend, noch am selben Tag um 11.25 hier rüber informiert mit der Bitte, um sofortige und dauerhafte Kontoschließung. Trotz Support Kontakt am 15.04.2025 um 14.08h wurde mein Konto nicht geschlossen. Um 18.13h erhielt ich dann folgende Nachricht:

Jaytee (Monsterwin)

15. Apr. 2025, 18:13 OESZ

Dear Andrea,

Thank you for contacting our support team.

We would like to inform you that, in conformity with our Terms and Conditions, any balance in your game account will be voided during the process.

Please, confirm your decision and acknowledgment by replying to this email.

Our Casino is fully committed to supporting Responsible Gambling initiatives and encourages you to find information about Responsible Gambling at the websites of the organizations below. Apart from professional help, you will also find applications, which, when downloaded, limit your access to gaming.

https://responsiblegambling.org/

https://www.gamblersanonymous.org.uk/

https://www.gamblingtherapy.org/

https://www.betfilter.com/

https://www.gamcare.org.uk/

If you have any additional questions, please, do not hesitate to let us know.

Best Reg

ards,

Customer Service

Sofort habe ich geantwortet, dass das Casino sofort und dauerhaft meinen Account schließen soll.

Um 18.40h erhielt ich dann die gleiche E-Mail nochmal:

Jaytee (Monsterwin)

15. Apr. 2025, 18:40 OESZ

Dear Andrea,

Thank you for contacting our support team.

We would like to inform you that, in conformity with our Terms and Conditions, any balance in your game account will be voided during the process.

Please, confirm your decision and acknowledgment by replying to this email.

Our Casino is fully committed to supporting Responsible Gambling initiatives and encourages you to find information about Responsible Gambling at the websites of the organizations below. Apart from professional help, you will also find applications, which, when downloaded, limit your access to gaming.

https://responsiblegambling.org/

https://www.gamblersanonymous.org.uk/

https://www.gamblingtherapy.org/

https://www.betfilter.com/

https://www.gamcare.org.uk/

If you have any additional questions, please, do not hesitate to let us know.

Best Regards,

Customer Service

Bis jetzt ist mein Konto immer noch nicht geschlossen

Trotz vieler E-Mails passiert nicht und bis jetzt habe ich weitere 2300€ eingezahlt. Ich bräuchte dringend Hilfe bei der Kontoschließung und eventueller Rückerstattung meiner Einzahlungen. Vielen Dank!

Dear Kora76,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MonsterWin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share with me your exchange with the casino, especially the responses you refer to in your post? Please make sure the sender and recipients of the communication are identifiable.
• Submit the information to my email at tomas@casino.guru

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Thomas. Unfortunately, I had to reply to you using my Gmail address, because that's where I could forward the email contact between Monsterwin Casino. Best regards, Kora76

Hallo Thomas. Leider musste ich dir mit meiner Gmail Adresse Antworten, denn dort konnte ich den Mailkontakt zwischen Monsterwin Casino weiterleiten. Liebe Grüße Kora76

By the way, it's now about 2700€....

Im übrigen geht es mittlerweile um 2700€....

Message from Monsterwin Casino 20.04.25 17.11h

Gendi (Monsterwin)

Apr 20, 2025, 17:11 EEST

Good day Andrea,

Thank you for contacting our Monsterwin customer service. We apologize for the delayed response!

We are sincerely sorry to hear about your situation.

We are fully committed to responsible gaming. In addition to professional support, there are applications that restrict access to games upon download.

http://www.gamblersanonymous.org/ga/

http://www.gamcare.org.uk/

http://www.betfilter.com/

https://www.gamblingtherapy.org/

We have forwarded your request to the relevant department, and we will review it for you as soon as possible. You will receive an update from the relevant department soon! We apologize again for the delay.

If you have any further questions, please contact us by email or via live chat.

Best regards,

Customer service

Nachricht von Monsterwin Casino 20.04.25 17.11h

Gendi (Monsterwin)

20. Apr. 2025, 17:11 OESZ

Guten Tag Andrea,

Vielen Dank, dass Sie sich an unseren Monsterwin Kundendienst gewendet haben. Wir entschuldigen uns für die verspätete Antwort!

Es tut uns aufrichtig leid, von Ihrer Situation zu hören.

Wir setzen uns voll und ganz für verantwortungsbewusstes Spielen ein. Neben der professionellen Hilfe gibt es Anwendungen, die beim Herunterladen den Zugriff auf Spiele einschränken.

http://www.gamblersanonymous.org/ga/

http://www.gamcare.org.uk/

http://www.betfilter.com/

https://www.gamblingtherapy.org/

Wir haben Ihre Anfrage an die zuständige Abteilung weitergeleitet und dies wird so schnell wie möglich für Sie überprüft. Sie werden ein Update von der zuständigen Abteilung bald erhalten! Wir entschuldigen uns nochmal für die Verzögerung.

Wenn Sie weitere Fragen haben, kontaktieren Sie uns per E-Mail vip@monsterwin.com oder per Live Chat.

Mit freundlichen Grüßen,

Kundenservice

Good morning. I received this message on April 20, 2025, at 5:11 p.m.

Gendi (Monsterwin)

Apr 20, 2025, 17:11 EEST

Good day AXXX,

Thank you for contacting our Monsterwin customer service. We apologize for the delayed response!

We are sincerely sorry to hear about your situation.

We are fully committed to responsible gaming. In addition to professional support, there are applications that restrict access to games upon download.

http://www.gamblersanonymous.org/ga/

http://www.gamcare.org.uk/

http://www.betfilter.com/

https://www.gamblingtherapy.org/

We have forwarded your request to the relevant department, and we will review it for you as soon as possible. You will receive an update from the relevant department soon! We apologize again for the delay.

If you have any further questions, please contact us by email or via live chat.

Best regards,

Customer service

Guten morgen. Diese Nachricht habe ich am 20.04.2025 um 17.11 erhalten.

Gendi (Monsterwin)

20. Apr. 2025, 17:11 OESZ

Guten Tag AXXX, 

Vielen Dank, dass Sie sich an unseren Monsterwin Kundendienst gewendet haben. Wir entschuldigen uns für die verspätete Antwort! 

Es tut uns aufrichtig leid, von Ihrer Situation zu hören. 

Wir setzen uns voll und ganz für verantwortungsbewusstes Spielen ein. Neben der professionellen Hilfe gibt es Anwendungen, die beim Herunterladen den Zugriff auf Spiele einschränken.

http://www.gamblersanonymous.org/ga/

http://www.gamcare.org.uk/

http://www.betfilter.com/

https://www.gamblingtherapy.org/

Wir haben Ihre Anfrage an die zuständige Abteilung weitergeleitet und dies wird so schnell wie möglich für Sie überprüft. Sie werden ein Update von der zuständigen Abteilung bald erhalten! Wir entschuldigen uns nochmal für die Verzögerung.

Wenn Sie weitere Fragen haben, kontaktieren Sie uns per E-Mail vip@monsterwin.com oder per Live Chat.

Mit freundlichen Grüßen,

Kundenservice 

During the night of Sunday, April 20th, to Monday, April 21st, I received an email stating that the cashback bonus had been credited to my account. Immediately afterward, my account was blocked. Very, very clever!🤔😕

In der Nacht von Sonntag, 20.04 auf Montag, 21.04. erhielt ich eine Email, dass sich der Cashback Bonus auf meinem Account befindet. Direkt im Anschluss wurde mein Account gesperrt. Sehr, sehr clever!🤔😕

Thank you very much, Kora76, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) 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.

Hello Kora76,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear MonsterWin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Good morning Michael,

many thanks for your support.

Monsterwin Casino contacted me by email yesterday and said they were ready to make a payment. It's not what I was hoping for, but it's still within a reasonable range. I'm curious to see when the money will be transferred. I'll get back to you as soon as possible.

Kind regards, Kora76

Guten morgen Michal,

vielen Dank für deine Unterstützung.

Monsterwin Casino hat mich gestern per Mail kontaktiert und sie sind zu einer Zahlung bereit. Nicht das, was ich mir erhofft habe, aber dennoch in einem guten Rahmen. Ich bin gespannt, wann das Geld überwiesen wird. Dann melde ich mich umgehend wieder.

Liebe Grüße Kora76

Dear Michal, the promised money has just arrived in my account.

Many thanks to Casino Guru for the great support! I'm so lucky you exist 😉☺️

LG Kora76

Lieber Michal, das zugesagte Geld ist gerade eben auf meinem Konto eingegangen.

Vielen Dank an Casino Guru für die super Unterstützung! Mein Glück, dass es euch gibt 😉☺️

LG Kora76

Dear all,

We have processed and completed the request from our side.

We are waiting for the update.

Best regards,

MonsterWin team.

Dear Kora76,

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, 

Michal V 

Casino.Guru 

We’ve reopened this complaint at the request of Kora76. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear MonsterWin Casino,

I have received an email from the player indicating that she received an advertisement from MonsterWin, and subsequently was able to create an additional account. This account should be closed at this time; however, the player is experiencing difficulty in reaching you concerning a refund. Could you please provide your insights on this situation? Thank you.

Dear Kora76,

Thank you for reaching out to us.

Upon an extensive review of your case we have decided to offer a refund for 170 EUR, which are the deposits during the time the account got reopened until the closure.

To facilitate the refund , please provide your bank details in the same format requested in the email sent to you recently.

We look forward to your update.

Best Regards,

Monsterwin Team.

Dear MonsterWin Casino,

Thank you for the reply.

Dear Kora76,

Please proceed according to the casino's instructions.

Good morning, dear Michael. I already sent my account details directly to the casino via email yesterday, also requesting information on the amount of my deposits after the account is reopened. This has been confirmed to me and is being processed. Best regards

Guten Morgen lieber Michael. Meine Kontodaten habe ich gestern schon direkt an das Casino via Mail geschickt, ebenfalls mit der Bitte, mir die Höhe meiner Einzahlungen nach Kontoneueröffnung mitzuteilen. Dies ist, wie mir bestätigt wurde, in Bearbeitung. Liebe Grüße

Hello Monsterwin Casino Team.

I agree to a refund of €170. I also request that you remove my email address from your marketing mailing list and permanently and irrevocably close my account. Thank you.

Hallo Monsterwin Casino Team.

Ich bin mir der Erstattung von 170€ einverstanden. Ebenfalls bitte ich Sie, meine E-Mail-Adresse aus dem Werbeverteiler zu nehmen und meinen Account dauerhaft und unwiderruflich zu schließen. Vielen Dank

Dear MonsterWin Casino,

Could you carry out the agreed refund of €170, permanently close the player's account, and remove their email from your marketing list?

Hello everyone. The money has just arrived in my account. Thank you all so much for your support and for the smooth transaction!

Hallo zusammen. Geld ist soeben auf meinem Konto eingegangen. Vielen Dank an alle für die Unterstützung beziehungsweise für die reibungslose Abwicklung!

Dear Kora76,

Thank you for your message.

We are writing to officially inform you that we have successfully processed your refund.

The transaction has been completed from our side and the funds have been sent to your original payment method.

Thank you for your patience while we finalized this process for you.

Regards,

Monsterwin Team.

Dear Kora76,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru