MonsterWin Casino - El jugador enfrenta retrasos en el retiro debido a problemas de verificación.

I've been trying to collect my money since the 19th, now they're asking for verification, and the debit card payment is still pending. I already told them that the debit card number was canceled because I lost it. I sent them a certificate of ownership from my bank, a certificate of a transaction when I deposited the money, which shows the card number, and they won't accept it. Then they asked me for a bank statement, which I sent, and they still won't accept it. Now they're asking for a certificate of ownership for that card with that number, which no longer exists, and the bank can't provide it. Given that it's a lot of money, I'll try to get it from you. If not, please tell me how I can appeal through the courts or what you recommend. Thank you.

Llevo desde el día 19 intentando cobrar mi dinero, ahora me piden verficacion y falta el paso de la tarjeta de débito. La tarjeta de débito ya les dije que está Dado de baja ese numero porque se me perdió, les envié certificado de titularidad de mi banco, certificado de un moviento cuando ingresé el dinero ahí que sale el número de esa tarjeta, y no lo aceptan. Luego me pidieron un extracto bancario, lo envié y tampoco. Ahora me piden certificado de titularidad de esa tarjeta con ese número, el cual ya no existe y el banco no me lo puede proporcionar. Dado por hecho que es mucho dinero intentaré conseguirlo con vosotros, sino díganme cómo puedo recurrir vía judicial o como me recomendéis. Gracias.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your deposit method seems to be the only issue?
• Have you provided any other documents to verify your account and have they all been approved?

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

Best regards,

Kristina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Good morning, but they're asking me for some information that my bank, after more than 30 minutes of calling them, is impossible to obtain. I sent them: a certificate of ownership of the bank account, a certificate of transactions with that card when I deposited money there, a bank statement that shows the card number they're asking for. I sent everything that can be sent, and they reject it, and all in PDF format. These people don't want to pay me because they've already done so with other people. I hope you can help me before resorting to legal proceedings or filing complaints with their regulatory body. The only step missing is the debit card, but they know that I can't provide that step and what they're asking for, and they have blocked me without being able to withdraw, and it's already been 15 business days.

Another fact: At the time they asked me for a bank statement and I provided it and they rejected it... Look:

Buenos días, pero esque me están pidiendo unos datos que mi banco ya después de una llamada de más 30 minutos con ellos, son imposibles de conseguir, yo les envié: certificado de titularidad de la cuenta bancaria, cerficado de movientos con esa tarjeta cuando ingresé dinero ahí, extracto bancario que aparece el número de la tarjeta que me piden. Envié todo lo que se puede enviar y me lo rechazan, y todo en PDF. Está gente no me quiere pagar porque lo han hecho ya con más personas. Espero que me podáis ayudar antes de recurrir a vías judiciales o reclamaciones a su entidad reguladoras. El UNICO PASO QUE FALTA ES EL DE LA TARJETA DE DEBITO, PERO ELLOS SABEN QUE ESE PASO Y ESO QUE ME PIDEN NO LO PUEDO PROPORCIONAR Y ME TIENEN BLOQUEADO SIN PODER RETIRAR Y YA VAN 15 DIAS HABILES.

Otro dato: En su momento me pidieron un extracto bancario y lo proporcione y me lo han rechazado... Mira:

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Finally, they're paying me, but it's too much money, and they only paid me €1,500. For now, I'm going to wait. If anything happens later, I'll talk to Kristina.

Alfinal me están pagando pero es demasiado dinero y solo me han pagado 1500€, por ahora, voy a esperar, si pasase algo más adelante le hablo a krisitina.

Alright, I am happy to hear that there has been some progress. I will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.

Good afternoon, progress has slowed down again, and they're already reporting a high number of withdrawals. Please be patient. But this is just when I've earned the most money again—we're talking €90,000. And they're paying very slowly and taking a long time. I only received €2,900 a month ago, and they're taking a long time to process it. Is there any way I can get them to pay me all at once or to prevent them from slowing down the process again?

Buenas tardes,el progreso, otra vez se ha relantizado, y ya están con que hay un número elevado de retiros que tenga paciencia, pero justo ha sido cuando he ganado de nuevo más dinero, estamos hablando de 90 mil euros. Y pagan muy lento y tardando, apenas recibi 2900€ desde hace ya un mes, y tardan en procesarlo. No tengo alguna manera de hacer que me paguen de golpe todo o que no me ralenticen el proceso de nuevo ?

Do you currently have any pending withdrawals? Could you please post a screenshot of your withdrawal history here in this thread?

Also, have you tried contacting the casino regarding this issue? If there is any other relevant communication between you and the casino, please forward it to me.

Dear Javiermantes26,

Upon reviewing your account in connection with your concerns, we would like to inform you that your previous pending withdrawals were cancelled on your part, and the amount was appropriately utilized.

We would also want to inform that at this moment, we do not observe any pending withdrawals associated with your account.  

Our team wishes you all the best for your future activities!

Best regards, 

MonsterWin team.

Dear Javiermantes26,

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,
Kristina
Casino.Guru