MonsterWin Casino - Вывод средств игрока задерживается.

I haven't received my withdrawal yet. The terms and conditions on the site state that withdrawals should be processed within 3 business days. I requested a withdrawal on Thursday 26.06, a week ago. Here the casino does not comply with its own terms and conditions. In chat there are different answers every time you ask. I think they are holding funds on purpose.

Jeg har ennå ikke mottatt mitt uttak. Det står i vilkårene på siden at uttak skal behandles innen 3 arbeidsdager. Jeg forespurte uttak torsdag 26.06, for en uke siden. Her overholder ikke casinoet egne vilkår. I chat er det forskjellige svar hver gang man spør. Jeg tror de holder igjen midler med vilje.

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 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,

Kristina

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.

Then they shouldn't have a condition that they approve withdrawals within 3 business days. They are breaking what they themselves have written, which I think is very bad for a casino. It says that the account does not need documentation as of now.

Da burde de ikke ha som vilkår at de godkjenner uttak innen 3 virkedager. De bryter med de selv har skrevet, noe jeg synes er svært dårlig av ett casino. Det står at kontoen ikke trenger dokumentasjon per nå.

Thank you for your reply. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

No update, no money. 5000 nok should not be this hard to pay out. Its small coins. Just says alot about the casino i think. Thanks for your time, casino guru❤️

This casino comes up with so many excuses as to why you haven't received your withdrawal yet. It's absolutely insane! What a scheme, never been to such a crappy casino. How can they have an 8/10 with you?

Dette casinoet kommer altså med så mange unnskyldinger på hvorfor man ennå ikke har fått sitt uttak. Det er helt sinnsykt! For ett opplegg, aldri vært borte i ett så useriøst casino. Hvordan kan de ha 8/10 hos dere?

They also continue to send out bonuses and offers via email, even though I have told them several times that I do not want to receive these. They are unable to pay out withdrawals, so why would I want to deposit more money and use these offers. They have said I have reported this, but they continue to send a lot.

De fortsetter også å sende ut bonuser og tilbud på mail, selvom jeg har sagt fra flere ganger at jeg ikke ønsker å motta dette. De klarer ikke utbetale uttak, så hvorfor skulle jeg ønske å sette inn mer penger og bruke disse tilbudene. De har sagt jeg er anmeldt dette, men fortsetter å sende masse.

My withdrawal is still pending, can you please help me? They also just kicked me out of the chat when I asked about critical questions. This casino really does everything to avoid paying out the customer. I have now received an excuse that there is something wrong with the payment provider, that there is high pressure on finance and that there are technical problems with them. I get these excuses one after the other. I have also been told since last week that finance has been contacted so that I will be prioritized, they have been saying this for a long time now. When I ask how many times they have sent a request to finance now, they come up with an excuse that they can only see the last one. In other words, they confirm that they are lying, since this is now a message I have received repeatedly. I have an email that

confirms all this. I can also request a chat log.

Uttaket mitt står fortsatt som ubehandlet, kan dere være så snill å hjelpe meg? De kastet med også nettopp ut av chat, når jeg spurte om kritiske spørsmål. Dette casinoet gjør virkelig alt for å slippe å betale ut kunden. Jeg har nå fått som unnskyldning at det er noe galt med betaling leverandør, at det er høyt trykk på finans og at det er tekniske problemer hos dem. Disse unnskyldningene får jeg om hverandre. Jeg har også fått beskjed siden sist uke at finans er kontaktet så jeg blir prioritert, dette har de sagt lenge nå. Når jeg spør om hvor mange ganger de har sendt forespørsel til finans nå, så kommer de opp med en unnskyldning om at de bare kan se siste. De bekrefter med andre ord at de lyver, ettersom dette nå er en beskjed jeg har fått gjentatte ganger. Jeg har jo mail som

bekrefter alt dette. Jeg kan også etterspørre logg over chat.

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

Dear J1990,

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,

Kristina