MonsterWin Casino - Los retiros de los jugadores se retrasan y se cancelan.

Hey!

I won up to 2000€ euros and made 3 withdrawals of 500€ each (daily limit of 500€). Suddenly all of them were cancelled without explanation. After these were cancelled I have not been able to make any new withdrawals, instead I am getting and error (image provided in the attachments). Support has been everything but helpfulll, firstly claiming there is no error and after that claiming that I myself cancelled the withdraws and should make new ones even tho I have clearly explained I am unable to do so. It has now been over 2 weeks without any proper respond or attempt to fix the issue. They are ignoring any complaints made on any site, so I am interested if you will be able to make a difference, or atleast remove them/their sister casinos from your site after they have failed to resolve this matter.

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Dear zambu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Petra

Hello!

I haven't been able to do KYC verification because my account doesn't require it and support doesn't ask for documents.

I have not been able to withdraw from the casino before.

The winnings have been received with the welcome bonus and the rules have been followed, and there have been no problems with support.

Hei!

En ole voinut tehdä KYC-vahvistusta, sillä tilini ei vaadi sitä, eikä tuki pyydä dokumentteja.

En ole onnistunut kotiuttamaan kasinolta aikaisemmin.

Voitot on saatu tervetuliaisbonuksella ja sääntöjä on noudatettu, eikä sen puolesta ole myöskään tuen puolelta tullut mitään ongelmia.

Thank you for your reply and for providing the previous details, zambu.

• Could you please confirm the date of your withdrawal request, the payment method used (and whether it was the same as your deposit), and the current status of the withdrawal (pending or processed)? If possible, please also upload a screenshot of your transaction history.
• Additionally, what exact error message do you receive when trying to withdraw?
• Could you share any relevant communication with the casino regarding the canceled withdrawals (screenshots, emails, or chat records)?

You can upload everything here or send it to petra.h@casino.guru.

Thank you for your cooperation.

Dear zambu,

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,
Petra
Casino.Guru