MonsterWin Casino - El retiro del jugador se ha retrasado.

Good evening.

I made a withdrawal request at monsterwin for 55€ (as it was the first one I withdrew as soon as I made a profit) on 22/08/25 and to this day my request is still under review. I've made several contacts via chat and the answer is always the same: we're behind schedule but the withdrawal is safe.

Boa noite.

Fiz um pedido de levantamento na monsterwin de 55€ ( como era o primeiro levantei assim que fiz um lucro) no dia 22/08/25 e ate hoje o meu pedido continua sob revisao. Fiz varios contactos atraves do chat e a resposta é sempre a mesma, estamos com um atraso mas o levantamento ta seguro .

Hello,

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,

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. Thank you for your quick reply.

I'm going to wait the 14 days. I just need to know if I need to open a new complaint after that, or just let you know that I need your help?

Thank you

Bom dia. Agradeco a rapida resposta.

Eu vou então esperar esses 14 dias so preciso saber se apos esse prazo preciso de abrir nova reclamacao pu so avisar nesta que preciso da vossa ajuda?

Obrigado

Thank you for your reply. You do not need to create another complaint. I will keep this complaint open, and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

I just wanted to say that my survey has been completed. After 10 days. Thank you for being available if needed.

Venho apenas dizer que o meu levantamento foi concluido. Passados 10 dias. Obrigado pela disponibilidade caso fosse necessário.

Dear Bruxinhab,

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,

Kristina

Casino.Guru