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

Hello,

On June 26, I sent a support email to the casino asking them to close my account immediately. I've attached the reply email below.

Since then I have tried the same thing 6 times, unfortunately I have since deposited €2160 again, if the casino had deleted the account this would not have happened and I really need the money.

Can you help me ask the casino to close my account and perhaps come to an agreement regarding deposits during this period?

here is the reply email:

Joel (Monsterwin)

July 3, 2025, 1:38 PM EEST

Good day xxx,

Thank you for contacting our Monsterwin customer service.

We are sorry to hear that you have decided to leave us.

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

If you wish to continue, please confirm your decision and consent by replying to this email.

If you have any further questions, please contact us via emailvip@Monsterwin.com or via live chat.

Best regards,

Customer Service Monsterwin.com

I replied to this email saying that I agreed, but unfortunately nothing happened after that!

many thanks and best regards

Hallo,

ich habe am 26.06. angefangen per Support Mail das Casino zu bitten mein Konto sofort zu schließen, die Antwort Mail hänge ich unten an.

seitdem habe ich 6 mal das gleiche versucht, leider habe ich seitdem 2160€ wieder eingezahlt, hätte das Casino den Account gelöscht wäre das nicht passiert und ich benötige das Geld wirklich.

können Sie mir dabei helfen das Casino zu bitten mein Konto zu schließen und vllt eine Einigung bzgl. Der einzahlen in diesen Zeitraum zu finden?

hier die Antwort Mail:

Joel (Monsterwin) 

3. Juli 2025, 13:38 OESZ 

Guten Tag xxx, 

Vielen Dank, dass Sie sich an unseren Monsterwin Kundendienst gewendet haben.

Es bedauert uns zu erfahren, dass Sie sich entschieden haben, uns zu verlassen. 

️Wir möchten Sie darüber informieren, dass gemäß unseren Allgemeinen Geschäftsbedingungen jegliches Guthaben auf Ihrem Spielkonto während des Vorgangs ungültig wird.

Wenn Sie fortfahren möchten, bestätigen Sie bitte Ihre Entscheidung und Zustimmung, indem Sie auf diese E-Mail antworten.

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

Mit freundlichen Grüßen,

Kundenservice Monsterwin.com

auf diese Mail habe ich geantwortet das ich einverstanden bin, leider ist danach jedesmal nichts passiert!

vielen Dank und viele Grüße

Hello,

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

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree a protection. If a player successfully asks for a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• When was the last time you were in contact with casino support, and what did you discuss?
• Have you unsubscribed from the casino's marketing communication?
• What reason did you give to the casino when asking for account closure?
• Could you please share with me your attempts at account closure sent to the casino? Forward the information to my email at tomas@casino.guru

If you believe you are not in control of your gambling or you are suffering from gambling-related issues, I would recommend you request a self-exclusion due to gambling problems as soon as possible.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings MonsterWin Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

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.

Hello Tomas,

Thank you very much for your answer and the explanation, I actually thought that I would achieve the same thing by deleting it, here are the answers to your questions

When was the last time you contacted casino support and what did you discuss?

On July 3rd, no further response since then!

Have you unsubscribed from the casino's marketing communications?

No what does that mean and how can I do that?

What reason did you give the casino for requesting account closure?

that I lost too much money

Could you please share with me the attempts you have made to close your account, which you have reported to the casino? Please forward the information to my email address.

I forward the emails.

I will also apply for self-exclusion directly

many thanks and best regards

Hallo Tomas,

vielen Dank für deine Antwort und die Aufklärung, ich dachte tatsächlich das ich mit der Löschung das gleiche bewirke, hier die Antworten auf deine Fragen

Wann hatten Sie das letzte Mal Kontakt mit dem Casino-Support und was haben Sie besprochen?

Am 03.07. seitdem keine weitere Antwort!

Haben Sie die Marketingkommunikation des Casinos abbestellt?

Nein was bedeutet das und wie kann ich das machen?

Welchen Grund haben Sie dem Casino für Ihre Bitte um Kontoschließung genannt?

das ich Zuviel Geld verloren habe

Könnten Sie mir bitte Ihre Versuche zur Kontoschließung mitteilen, die Sie dem Casino mitgeteilt haben? Leiten Sie die Informationen an meine E-Mail-Adresse weiter. tomas@casino.guru

Ich leite die Mails weiter.

ich werde auch direkt einen selbstauschluss beantragen

vielen Dank und viele Grüße

Thanks for your patience.

If there are any newsletters or emails with bonus offers you keep receiving from the casino, I would recommend that you unsubscribe. Usually, in the email itself, the option to unsubscribe can be found at the bottom of the message. Another option for marketing communication preferences can usually be found in your player's account settings. Choose to opt out of all marketing communication.

I went over the correspondence you provided. The reason you indicated doesn't signal that the casino should have protected you from further play. I understand this conclusion is disappointing; however, we might pursue a refund request only in cases where we conclude the casino should have protected you from further play but didn't do so.

Could you please explain whether you sent another request to the casino specifying that you are suffering from gambling issues? Did the casino close your account as a result?

Looking forward to your reply.

Dear T1234589,

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,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of T1234589. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (translated)

Hello Tomas,

Thank you so much for your feedback.

I would like to request that the old complaint case be reopened, as in my opinion it does not concern the same issue as in the original thread.

The previous case referred exclusively to my previous attempts to close my account. At the time, I didn't understand the difference between a normal account closure and self-exclusion due to gambling addiction. After you pointed out that self-exclusion was the right course of action, I followed your recommendations and explicitly requested self-exclusion from Monsterwin due to gambling addiction.

The crucial new fact is as follows:

On July 9, 2025, I explicitly requested a self-exclusion from Monsterwin due to my gambling addiction.

This self-exclusion was confirmed by Monsterwin.

Nevertheless, my account was later reactivated and I was able to play and make deposits again.

In March 2026, I again applied for self-exclusion due to my gambling addiction.

This too was confirmed.

Nevertheless, in May 2026 I was able to access my account again and make further deposits totaling €6,890.

The original thread ended with me following your recommendations and requesting a proper self-exclusion due to gambling addiction. This is precisely what has now led to the new conflict.

From my point of view, this is therefore not a repeat of the old case, but a new development due to the self-exclusion confirmed by the casino.

Monsterwin now argues that I resumed playing and accepting bonuses after the ban and am therefore responsible for my own actions. But this is precisely where my problem lies: Self-exclusion due to gambling addiction is specifically designed to prevent a player from regaining access to their account despite their addiction.

I therefore ask you to reopen the original case or continue the new proceedings there and examine whether Monsterwin has fulfilled its obligations to protect players.

I can of course provide the complete email history with Monsterwin, the confirmations of the self-exclusions, and the transaction overview as proof.

Thank you so much for your support.

Best regards

Dear T1234589,

• Could you please forward the self-exclusion request you sent to the casino last year to me as evidence of your efforts to seek player protection, including the confirmation you received from the casino?
• Could you also send me the response you received from the casino after you asked them to refund your net deposits?
• Under what circumstances was your account reopened? Have you requested it, or has the casino reopened your account without your consent?

Send the information to my email at tomas@casino.guru and respond in the complaint thread.

Thanks in advance for your cooperation

Hello Tomas,

I sent you everything by email.

Thank you very much and best regards

Hallo Tomas,

ich habe dir alles per Mail zugesendet.

Vielen Dank und viele Grüße

Dear T1234589,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear T1234589,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the MonsterWin Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a MonsterWin Casino representative to join this conversation and participate in resolving this complaint.

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 for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear T1234589,

We regret to learn about your experience.  

We are writing to inform you that we are currently investigating this matter. Please be assured that we will make every effort to assist you with your request as expediently as possible.

We will provide a further update as soon as we have more information. Thank you for your patience and understanding while we work through this.

Kind regards,

MonsterWin Casino team.

Dear MonsterWin Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Please note that the complaint timer should be respected. If responses continue to be provided only close to the deadline, we will shorten the response time.

Dear Igor,

We acknowledge that T1234589 communicated challenges regarding gambling control on July 9, 2025. Following our internal procedures, the account was closed on July 10, 2025, in accordance with the request.

Although the account was closed within 24 hours of the initial request, we observed a temporary reactivation in mid-March 2026, which was likely due to a technical system issue. We have re-examined the account and confirmed it was permanently and irrevocably closed on July 10, 2026, per the player's request.

Additionally, the player's email and phone number have been removed from our marketing lists, and he will receive no further promotional communications.

To resolve this matter appropriately, we agree to refund the net liability of 4,720 EUR, calculated as total deposits minus total withdrawals (6,920 EUR - 2,200 EUR = 4,720 EUR).

Therefore, we believe we should only be liable to refund 4,720 EUR. We have sent an email attached evidence for your further review. 

We look forward to your update.

Kind regards,

MonsterWin Casino team.

Hello Monsterwin Team,

Thank you very much for the quick resolution. I agree to the refund of €4,720. As soon as the money has been received, I will mark this complaint as resolved.

Thank you very much and best regards

Hallo Monsterwin Team,

vielen Dank für die schnelle Klärung, ich bin mit der Rückerstattung 4.720€ einverstanden, sobald das Geld bei mir eingegangen ist werde ich diese Beschwerde auf gelöst setzen.

vielen Dank und viele Grüße

Dear MonsterWin Casino,

Thank you very much for your response and the offered refund.

The player agrees with your offer. Please let us know how you would like to proceed with the refund.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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

Dear T1234589,

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,

Igor