MonsterWin Casino - Das Spielerkonto wurde nach dem Antrag auf Selbstausschluss nicht geschlossen.

Hello,

I submitted a self-exclusion request due to gambling problems. Unfortunately, the casino ignored the request for a long time, which of course led to further deposits.

Since I was recently informed via email that I had received a credit of €50, I tried to log in again. I then discovered that the account had been closed. I have not received any confirmation to date.

I have requested a refund of the deposits I made after the casino requested closure, but unfortunately the casino is ignoring all emails.

And nobody seems to care about my request to stop the advertising. Especially since I receive the same bonus emails from all the partner casinos. Please advise me on how to proceed. Thank you.

Hallo,

ich habe im o.g. den Selbstausschluss auf Grund Spielprobleme eingereicht. Leider hat das Casino die Anfrage lange ignoriert, was natürlich zu weiteren Einzahlungen führte.

Da ich per Mail jetzt wieder informiert wurde, dass ich ein Guthaben i. h. v. 50 € erhalten habe, hat man sich wieder versucht einzuloggen. Dabei stellte ich fest, dass der Account nun mehr geschlossen wurde. Ein Bestätigung habe ich bis heute nicht erhalten.

Meine Bitte der Rückzahlung der gezahlten Einzahlungen nach der Bitte der Schliessung habe ich zur Rückzahlung beantragt, aber leider ignoriert das Casino alle Emails.

Und die Bitte der Einstellung der Werbung interessiert auch niemand. Vorallem weil man von allen Partnercasinos, die gleichen Boni-Emails bekomme.Ich bitte um Mitteilung wie weiter verfahren werden soll.Danke

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please clarify whether the casino closed your account, or whether it remained accessible during the entire period after you first requested self-exclusion on 30 April?
• When you did not receive a response to your self-exclusion request via email, did you try contacting customer support through any other channels, such as live chat?
• Have you completed the full KYC verification process at this casino?

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

Best regards

Veronika

Hello,

It was still open. However, after recently receiving an advertisement, I tried again, and it was closed without the casino informing me.

In the chats, you always get the same answer: write an email and they'll forward the request. But then nothing happens.

I didn't complete the process because I wasn't asked to. I was able to register and make a deposit.

Hallo,

Es war noch weiter offen. Nachdem ich aber vor kurzem Werbung erhalten habe, hatte ich es nochmal versucht und da war es dann geschlossen ohne das das Casino mich informiert hat.

In den Chats bekommt man immer die gleiche Antwort, schreiben sie eine Mail und das Sie die Anfrahe weiterreichen. Aber passieren tut dann auch nichts.

Den Prozess habe ich nicht abgeschlossen, da nicht danach gefragt wurde. Ich konnte mich registrieren und einzahlen.

When exactly did you try to log into your account and find out that it was closed?

Please forward me the promotional email you received from the casino that led you to attempt logging into your account at veronika.f@casino.guru.

Also, please specify how many deposits you have made since 30 April. I would need the exact dates and amounts of each payment.

Thank you for your cooperation.

Email sent.

Email ist versandt.

Thank you for your email.

Could you please forward the complete email threads of your communication with MonsterWin Casino support? From the screenshots you provided, I can see that you were in contact with support via email on 1 May and 4 May. If there were any additional conversations regarding your self-exclusion request, please forward those as well.

We need to review the full communication to determine whether your messages were successfully received, whether the casino was aware of your self-exclusion request, and whether the casino failed to take appropriate measures to protect you as a vulnerable player.

Thank you for your patience and cooperation.

Dear Schafi1986,

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.

Hello,

Email has been sent.

Hallo,

Emails ist versendet.

Could you please clarify which email address you used to register at this casino? Did you use the same email address when you contacted customer support to request self-exclusion, or did you contact them from multiple different email addresses?

But regardless, there was no response to either email address.

Aner egal wie, auf beide Email Adressen wurde nicht reagiert

Dear Schafi1986

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Schafi1986, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

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 possibly provide additional information regarding the issue with self-exclusion and clarify the situation? 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.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I am extending the timer for another 7 days, to give the MonsterWin Casino time to respond. We are engaging in further outreach towards the casino representatives, and hope to receive response shortly. Thank you.

Dear Matej,

We would like to inform you that Schafi1986 initially notified us regarding her difficulties with gambling addiction on May 1, 2026, at 21:31. Her last deposit occurred on the morning of May 1, 2026, and no further deposits have been attempted since that time. Therefore, we believe we should not be liable to refund any amount. 

We have sent an email attached with evidences for your review to support our aforementioned statement.

Kind regards,

MonsterWin Casino team.

Hello,

Well, the message already came on April 30, 2026, albeit from a different email address, and was then forwarded again from this address after being informed that it was not the registration address.

Hallo,

Naja die Meldung kam bereits am 30.04.26 zwar von einer anderen Emailadresse, und dann nochmal weitergeleitet auf hinweis, dass es nicht die Anmeldeadresse ist, nochmal von dieser.

Thank you both for the details.

Dear MonsterWin Casino, could you please confirm the account has been closed with no option for reopening, player was marked as gambling addict and all marketing communication via e-mails and SMS has ceased? Thank you.

Dear Schafi1986, it is true that the self-exclusion request needs to be sent from the e-mail address linked to the registered casino account, otherwise anyone could "prank" their friends or out of spite cause issues with permanent account closure of players having no intention of doing so. If you truly have not despoited any money since your official request sent from the registered e-mail, I will not be able to request a refund on your behalf, and at this point will just wait for the casino to confirm the account closure, before closing the thread. Thank yo ufor your understanding.

Dear Schafi1986,

The casino has provided me with evidence confirming the above. The legitimate self-exclusion request has been sent from your registered e-mail address on 1st May, which is also the date of your last deposits. Although the account has been closed a bit later than what we at Casino Guru deem reasonable, no further losses have happened and the account is now closed. There is nothing more I can mediate on your behalf.

Due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Also, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.