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Hello.

On October 11, 12 and 13, 2025, I submitted three withdrawal requests of PLN 2,000 each from MonsterWin3 Casino.

So far, none of these withdrawals have been processed or credited to my account. The casino's support team always responds with the same formulaic phrases: "The finance department is reviewing it" or "waiting for processing."

At their request, I sent an email to the address support@monsterwin.com , but never received an answer.

I currently have around 24,000 PLN left on my balance, and the casino is not providing any specific timeframe or reasons for the delay.

I'm asking Casino Guru to help resolve this situation, as I have reason to believe the casino is deliberately delaying the payout.

All chat screenshots and confirmations are available upon request.

Sincerely,

V********** M***********

Здравствуйте.

11, 12 и 13 октября 2025 года я подал три запроса на вывод средств по 2000 злотых каждый из казино MonsterWin3.

До сих пор ни один из этих выводов не был обработан и не поступил на мой счёт. Поддержка казино отвечает одними и теми же шаблонными фразами — «финансовый отдел проверяет» или «ожидайте обработки».

По их просьбе я отправил электронное письмо на адрес support@monsterwin.com, но ответа так и не получил.

На моём балансе сейчас остаётся около 24 000 злотых, и казино не сообщает никаких конкретных сроков или причин задержки.

Прошу Casino Guru помочь в разрешении этой ситуации, так как есть основания считать, что казино намеренно затягивает выплату.

Все скриншоты чата и подтверждения готов предоставить по запросу.

С уважением,

В********** М***********

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.

Dear Vovan12061995,

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, please, let us know and we will intervene and try to help you.

I have scheduled a follow-up for 12 days from now to check on the status of your withdrawal. Please notify us if your withdrawal is processed before then.

Thank you in advance for your patience and understanding.

Best regards,

Katarina

They promised me and assured me that the withdrawal would come within 3 days, but it still hasn’t arrived and there are still 24,000 zlotys on the balance and 6,000 to withdraw.

Они мне обещали и уверяли что вывод прийдет в течение 3 дней но так его и нет и на балансе еще 24000 злотых и на выводе 6000

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

Dear Vovan12061995,

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,

Katarina

We’ve reopened this complaint at the request of Vovan12061995. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Vovan12061995, 

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.  

• 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Katarina

No, they didn't withdraw the money, they didn't ask for verification, they said it wasn't necessary!!! Yes, I made the deposit with my own money, not with the bonus.

Нет деньги не вывели , не требовали верификации сказали что не надо !!! Да депозит делал за личные деньги не с бонуса

Dear Vovan12061995,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I sent you a complaint at the beginning, then I deleted all the screenshots from my phone! And they didn't respond to my email at all.

Я вам еще в начале жалобы скидывал , потом я их удалил с телефона все скрины ! А на почту он. Мне ничего не отвечали вообще

Dear Vovan12061995,

We hope you find this message in good health!

Following a review of your account in relation to your concerns, we would want to clarify that all of your withdrawal requests were cancelled from your end within 24 to 48 hours. Even before we could check and proceed with any of your withdrawal request.

We would also want to inform that at this moment, we do not observe any pending withdrawals or an active balance associated with your account. 

Furthermore, we wish to bring to your attention the following aspects of the General Terms and Conditions, which you acknowledged upon the creation of your account on our website: 

• 5.2 :-  We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal.

• 6.15 :-  Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms. Financial department agents process requests for withdrawing monetary funds from 6 AM to 5 PM GMT, Monday-Friday. You consent that you are familiar and agree with the timetable of withdrawing funds. After the financial department has worked through the request to transfer funds, any further delays in processing payments are not the Company’s responsibility.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards,  

MonsterWin team.

Money disappeared from my account and the withdrawal disappeared, I didn’t touch it.

Деньги пропали у меня со счета и пропал вывод я их не трогал

Then return my deposits in the amount of 600 zlotys!!! You deliberately delayed until the last minute to avoid paying me the money!!! And in the end, they simply disappeared!!!!!

Верните тогда мои депозиты на сумму 600 злотых !!! Вы специально ткнули время до последнего чтоб не выплатить мне деньги !!! И в итоге они просто пропали!!!!!

Dear Vovan12061995,

thank you for the update.

Dear MonsterWin Casino,

thank you for your message and information provided,

Will you be able to share a screenshot or other document confirming the accusations, please?

My email is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Dear Katarina,

We have sent evidence by attaching game history via email at katarina.d@casino.guru.

We are looking forward for your update.

Kind regards,

MonsterWin team.

Well, I didn't really play!!!! Maybe you saw a big win and decided to play on my page so I wouldn't withdraw the money???? Monster Win is crap, not a casino.

Ну я как бы не играл !!!! Может вы сами увидели большой выйгрыш и решили поиграть на моей странице чтоб я не вывел деньги???? Монстер вин гавно а не казино

Dear MonsterWin Casino,

thank you for the response and email. Your cooperation is sincerely appreciated.

Dear Vovan12061995,

thank you for your message and patience.

We have received evidence confirming that you canceled your own withdrawal requests and subsequently used the funds for gameplay. Unfortunately, since these funds were wagered and the winnings were lost, there is nothing further we can do in this matter. As a reminder, the player is responsible for their account activity, available balance, and all bets placed.

We understand that this situation may have been avoided had the initial withdrawal attempt been successful. However, at this stage, we are unable to request a refund of the lost winnings from the casino.

While we truly wish we could assist further, it is not possible in this case.

Please do not hesitate to contact us in the future should you encounter any issues with this or any other casino. We will do our best to assist you.

All the best,

Katarina