MonsterWin Casino - La cuenta del jugador ha sido cerrada.

When I tried to log into my account to verify it, I noticed that it was blocked. I emailed support to find out what had happened and was told that my balance would be deducted. I asked why. I'm waiting for an answer.

Ao tentar entrar em minha conta para fazer a verificação, notei que ela estava bloqueada. Mandei e-mail pro suporte para saber o que aconteceu, e me disseram que meu saldo seria deduzido. Questionei o porquê. Estou esperando a resposta.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MonsterWin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Were you requested to upload documents for verification directly to your account?  
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,

Natalia

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.

Hi Natália, my games were in casinos and also sports betting.

Yes, I was sending the documents for verification, but then I went to log in and it was blocked, so I couldn't send the rest of the missing documentation.

My winnings were without using bonuses.

Olá Natália, meus jogos foram em cassino e também apostas esportivas.

Sim eu estava mandando os documentos para a verificação, mas aí fui entrar e estava bloqueado, não pude enviar o restante da documentação que faltava.

Meus ganhos foram sem usar bônus.

Thank you very much for your reply! What documents did you provide for verification? Did you get any confirmation from the casino that the documents were received for review?

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hello, I sent my ID and proof of address, which were verified. The only thing missing was my bank statement for verification. Below is the e-mail conversation, where they claimed that I broke the rules and informed me about the block. But they didn't prove that I had actually broken any rules.

Olá, eu mandei meu RG (identidade) e também o comprovante de endereço, onde os mesmos foram verificados. Faltou enviar apenas o extrato bancário para a verificação. Abaixo a conversa de e-mail, onde alegaram que eu quebrei as regras e me informaram sobre o bloqueio. Mas não me provaram que eu realmente quebrei alguma regra.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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 Vanessa17, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the account block. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of MonsterWin Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been blocked and further verification not concluded? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear All,

Thank you for reaching out to us.

We are investigating the matter with the relevant department.

Once we have an update, we will let you know.

Best regards,

MonsterWin Casino Team

Dear All,

We would like to inform you that a recent account closure was carried out in accordance with our General Terms and Conditions.

Specifically, the closure was related to unauthorized transfers between accounts.

The relevant Terms are as follows:

9.1 – Prohibited Activities

The Website may only be used for personal entertainment purposes. The following activities are strictly prohibited and constitute a material breach of these Terms:

1. Using any credit/debit cards or other payment methods or funds not belonging to you, including cases where funds are recalled or disputed.
2. Attempting to sell, transfer, or acquire accounts of other persons.

9.4 – Actions on Breach

 Should there be reasonable suspicion of fraud, illegal activity, or breach of the Terms, we reserve the right to take actions including:

1. Permanently closing accounts and denying future use of the Website.
2. Voiding any winnings or bonus balances.

In this instance, the player was found to be engaging in transfers between accounts, which is a violation of the above terms consequently, the account was permanently closed.

We appreciate your understanding and remind all players to adhere strictly to the Terms and Conditions to ensure a safe and fair gaming environment for everyone.

Best regards,

MonsterWin Casino Team

I would like to see the proof, because you are only claiming that I broke this rule, but so far I have not obtained proof of these claims.

Gostaria de ver a prova, pois vocês apenas estão alegando que eu quebrei essa regra, mas até o momento não obtive a prova dessas alegações.

Dear MonsterWin Casino, could you please e-mail me the evidence at matej.l@casino.guru, that would confirm your findings? Thank you.

Dear Matej,

We have forwarded the evidence to the email address provided, please check your inbox at your earliest convenience.

Should you have any further questions or need additional clarification, please don’t hesitate to contact us.

Kind regards,

Monsterwin Casino

I would like to thank the Monsterwin Casino for provided evidence.

Dear Vanessa17, after checking the screenshots provided by the casino, it is clearly shown you have received money from a person who is also a registered player in the casino. You have then deposited the same amount in your casino account, and this is classed as third party payment usage, which is against the T&C of any casino, not just MonsterWin. Although I am unable to share the evidence from the casino, you can see it for yourself in your own bank statement.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. For the future reference, I would recommend not accepting payments from other people, if you intend to use them for gambling, as it always means breach in terms and irrefutable balance void out as a part of AML protection imposed by the law. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.