MonsterWin Casino - Los retiros de los jugadores se retrasan.

Hello, after depositing a total of approximately €800, I made a profit of €1000.

Because you can only withdraw €500 per day, I withdrew this amount on two days: once five days ago and once four days ago.

According to support, a withdrawal will be processed within 3 days, but nothing happens.

You get the same answer from support every time, but nothing is done.

Guten Tag, nachdem ich etwa insgesamt 800€ eingezahlt hatte, bin ich auf einen Gewinn von 1000€ gekommen.

Ich habe diesen Betrag dadurch das man am Tag nur 500€ auszahlen kann an 2 Tagen ausgezahlt. Einmal vor 5 Tagen und einmal vor 4 Tagen.

Laut dem Support wird eine Auszahlung innerhalb von 3 Tagen bearbeitet, es passiert aber nichts.

Vom Support bekommt man jedes Mal die gleiche Antwort, aber gemacht wird trotzdem nichts.

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear BastiRS5,

We are pleased to inform you that your withdrawals has been successfully processed, and the funds were dispatched from our end on September 6, 2025.

The funds may take between 3 to 5 business days to reflect in your account; however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

Kindly note, at this moment, we do not observe any pending withdrawals or an active balance associated with your account also your account was closed on September 7, 2025, as per your request.

Kind regards,

MonsterWin team.

Hello, the complaint has been resolved! The winnings have been paid out, and I have had my account blocked.

Hallo, die Beschwerde hat sich erledigt! Die Gewinne wurden ausgezahlt und ich habe mein Konto sperren lassen.

Dear BastiRS5,

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,

Veronika Fritz

Casino.Guru