MonsterWin Casino - Se ha retrasado el pago de las ganancias del jugador.

I've been waiting for my payout since July 28th. Support is useless because I always get the same standard response.

Ich warte seit dem 28.7 auf meine Auszahlung. Der Support ist nutzlos da man immer nur dieselbe Standard Antwort bekommt.

Dear player,

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 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,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

14Tage lol

They canceled my withdrawal. I was supposed to use the same method I used for the deposit, which was Paysafecard. However, this option isn't available for withdrawals, so I chose bank transfer. I've now requested a withdrawal again.

Sie haben meine Auszahlung storniert,ich soll die selbe Methode wie bei der Einzahlung nehmen,das war Paysafecard diese Option gibt's aber bei der Auszahlung nicht deswegen habe ich bank Überweisung gewählt.Habe die Auszahlung jetzt erneut beantragt.

You always get the same standard answer, whether in chat or by email.

Man erhält immer nur dieselbe Standard Antwort egal ob im Chat oder per Mail.

🙏 Finally today i get some help 🙏🙏

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, nothing happened, no payout

Nein es ist nichts passiert keine Auszahlung

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Do you still have the new withdrawal request you made showing as pending? Could you please share a screenshot of the pending withdrawal details?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

It says completed, but money not received yet.

Money has arrived.

Es steht abgeschlossen da, aber geld noch nicht erhalten.

Geld ist angekommen.

I wanted to thank you for your help.

However, I think the safety rating is completely wrong. Without pressure from here, I still wouldn't have the money after three weeks, and I think it's a bit wrong to describe the reviews as mixed. 80% of them are negative.

Ich wollte mich noch bedanken für die Hilfe.

Den Sicherheitsindex finde ich aber total falsch ohne Druck von hier hätte ich das Geld nach 3 Wochen noch immer nicht und die Bewertungen als gemischt zu bezeichnen finde ich bißchen falsch. Es sind 80℅ negative Bewertungen.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika