If you want to discuss anything related to MonsterWin Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Hello everyone,

I'd like to briefly describe my experience with Monsterwin. For weeks, I've been trying to self-exclude my account via email because I clearly suffer from a gambling addiction. All my email requests have been simply ignored.

In live chat, I keep getting the response that I should send another email—even though they already know I've sent countless requests. Each time, the much-needed self-exclusion is denied, and instead of support, I only get requests to try again.

This behavior is not only frustrating but also extremely worrying, as it demonstrates a complete lack of concern for player protection. I would be interested to hear if any of you have had similar experiences or have further information on how we can work together to combat this misconduct.

I look forward to your feedback!

I'm honestly very surprised that Monsterwin Casino is once again being given such a high reputation—especially considering that numerous other casinos from the same group have repeatedly attracted negative attention here in the forum. There are dozens of complaints about denied payouts, a lack of player protection, and, in some cases, missing licenses.

What exactly has changed that we're suddenly supposed to believe that the now 30th casino in this chain is now legitimate? To me, it seems more like another link in a long-standing line of casinos whose sole goal is to systematically rip off players.

It's high time to create a clear regulatory framework at the European level—ideally with concrete blocking measures, such as those in place in China. Such opaque, sometimes criminal, practices must no longer be tolerated.

I used the 300% too!

60 spins at 1.20/1.50!

Result:

58 times 0 euros

1x 1.70 euros

1x 2.10 euros

Video of it available! I've already uploaded it to social media

I am sorry that you have to go through this kind of experience, and if you have clearly stated the reason for self-exclusion, the casino really should act promptly.

Therefore, hopefully our complaint team will be able to help out with your case. ??

Our data team investigates every casino thoroughly and independently and only then prepares the full review of it.

If you'd like to read more about how we work, please read the article here.

Thank you for your feedback. Unfortunately, I must emphasize that I already requested a self-exclusion from Monsterwin on March 29, more than two weeks ago – repeatedly and clearly citing my serious gambling addiction. Self-exclusion is not a normal account suspension, but a legally enshrined player protection measure that must be implemented immediately and without further requirements once the gambling problem has been clearly identified.

Although I contacted the casino several times – both by email and live chat – my request remained unanswered. The chat only refers to the email address, even though it's long been known that I've already contacted them several times.

I have 15-20 screenshots documenting my numerous attempts to contact me and evidence of my gambling addiction. Some of this evidence has already been submitted to Casino Guru as part of the complaint; due to technical limitations, I was unable to upload all of it at once.

Nick has already contacted me about this, which I'd like to note is a positive. Nevertheless, I have to realistically say that I have only limited hope that an out-of-court resolution can be reached through Casino Guru. A large part of my mistrust stems from the fact that the casino in question continues to have a positive rating on the platform – despite numerous documented complaints, particularly regarding denied self-exclusions. This suggests that systematic misconduct is tolerated here.

I gave the casino three days to respond to my request for an out-of-court settlement. While this seems short, it's entirely justified given the casino's previous disregard and the fact that my initial request was made weeks ago.

In addition, I have the following measures in preparation:

I have contacted several software providers to clarify their position on cooperating with a provider that blatantly violates player protection.

I have informed the domain registrar and/or technical operator of the site about the documented violations and requested that the site be blocked in case of further misconduct.

And: If no agreement is reached by the deadline, I will hire a law firm specializing in lawsuits against online casinos. In Austria, there are corresponding litigation funding models, so there will be no costs for me.

A particularly serious aspect is that I was repeatedly assured that I would no longer receive advertising – yet I continue to be bombarded with emails. This not only constitutes a violation of data protection rights, but is a direct attack on my efforts to combat my gambling addiction.

I also believe that platforms like Casino Guru must take responsibility, especially if casinos with proven misconduct continue to enjoy positive ratings. Should a legal conviction occur, it will also be necessary to clarify why the reputation rating hasn't been adjusted long ago.

Hello, I understand your point and your expectations.

So, without delving into details - as always - the situation will be considered through the complaint. Kindly make sure to include all your concerns in complaint communication.

The topic of self-exclusion is very serious; casinos should handle it responsibly, and our colleagues will do their best to secure a fair resolution.

However, I'm a bit afraid that no one outside of the casino may actually help with the promo emails. This has always been one of the most challenging aspects of self-exclusion. Perhaps a local GDPR regulator can help resolve the matter because even players here on the forum have not yet reported a working solution to prevent being spammed.

I deposited €100 here today and was able to play up to €1000. I have to say, though, that regardless of the game provider, the slots always crash. And what surprises me most is, for example, if I have a balance of €560 and the slot has just crashed. Normally, when I reload the game it should show €562 if I play with two euros. But that hasn't been the case very often. I have lots of screenshots and screen recordings (made videos), but unfortunately I can't reach anyone in the chat. It's common knowledge that the game will crash, but to have the game freeze up every ten times and you have to restart it is really not normal. The game providers are via Pragmatic play Amusnet 3 oaks etc., regardless of the game provider. They always crash after a certain amount of time and sometimes even several times in a row. I can't trust the site, especially since there is no guarantee of player protection there either. I have submitted the documents for verification, but have not received any feedback yet.

I can see that it is quite a difficult thing to deal with in this casino. I would focus on verification first and wait and see what happens next. Then I'd probably approach the withdrawal, but obviously I wouldn't play when the games have such problems. The fact that you can't get an answer from anyone probably speaks for itself and I wouldn't try too much further. 

Anyway, as far as spins and the fact that you should have a certain amount of money left, it happens a lot of times with this kind of thing that the spin goes through normally but the game freezes. Don't you have some gamy history where you could see the result of a given round? 

One of the worst casinos to gamble in, the games crash all the time, they disconnect you from the games, the RTP is extremely low, the bonus session is buggy, and GURU gives these casinos a high score as always, unfortunately in favor of the rip-off that it is.

I can absolutely understand your assessment – the casino's described behavior (constant game crashes, low RTP, faulty bonus sessions, lack of player protection, illegal gambling, GDPR violations) clearly indicates a dubious system that is more focused on profit maximization than fair gaming.

As for Casino Guru, they earn money through commissions when players open casino accounts through their links. This affiliate structure inevitably creates economic dependence – making true independence in ratings or complaints highly questionable.

I'm aware that a serious solution is hardly possible with such platforms – nevertheless, the complaint was important to warn other players. At the same time, I've already prepared legal steps in Austria – all the documents for a lawsuit are ready.

Those who are confronted with unfair conditions in online casinos have a long-term chance of seeking justice only through legal recourse. Platforms like Casino Guru can help raise awareness, but they are ultimately part of the system—not its regulatory authority.

Yes, I made a mistake believing in this casino's miraculous bonuses, but all the games are rigged, they blame the providers and automatic bet generators, but I don't really believe that, I play the demos on PG Soft's own server and with the same bets I usually bet and there are always wins there, sometimes even significant profits, but it's just demos. I've bet at other casinos like Supabet and ended up losing in the same way, with games crashing, endless spins that don't stop and then you have to leave the game and restart. In the games that start paying out, there's a connection error and when you re-establish the game, guess what, the game stops paying out and there are rounds and rounds with no winnings, it's hard not to believe that there's manipulation on the part of the casinos.

I can relate to what you're describing 100%—and I can even back it up with evidence. I've started videotaping all my gaming sessions, and what happens speaks volumes.

For example, I can show you a complete recording of me playing with a deposit of €100 – with stakes between €1.20 and €1.50. After almost 70 spins, I had only two or three minimal wins of just a euro or a little more. The rest were dead rounds. The end result was a total loss of €100. No free spins, no decent wins, nothing.

Blaming the providers or "bet generators" is an excuse for me. Because, as you say, in the demos on the developer websites (e.g., PG Soft), the same stakes regularly result in winnings, free spins, and even high payouts. In real money games—especially in certain casinos—the entire balance seems to be completely different.

If you then consider that connection drops occur exactly when the game starts paying out, and after the reconnect suddenly nothing happens at all, then you can imagine how "random" this all really is.

I'm convinced that systematic interference is taking place here—not by the game providers themselves, but through manipulation at the casino level. And for this very reason, I've now prepared legal action, including video documentation and technical analysis.

I can only advise everyone: record sessions, document everything, and, if in doubt, take legal action. Because what's going on here is no coincidence—it's business at the expense of the players.

The question I ask myself: How long will Casino Guru continue to stand by and redirect players to this corrupt casino's website?

Austrian, now take a look at the GURU website and notice that all these casinos owned by Forge and Lumina Holdings have high ratings even though there have been countless complaints, many of them to the effect that the casino doesn't pay its players, RTP doesn't exist in these casinos, etc. Even so, Guru rates them all highly, which leads me to believe that there is a partnership between them. It makes me very sad to see a site that is supposed to help players not lead them to ruin.

Do you know of any sites with really nice casinos that care about players? If you can tell me, I'd appreciate it. My WhatsApp is 55 41992517915.

I can't answer that question lol.

On top of that, they bugged my free spins bonuses and were waiting for them to expire so they could fix the bonus session.

I've contacted support several times about the problem, no one has come up with a solution, I've now logged in to see the bonus session and guess what, they've disappeared from the account and the session is working again, in short this casino robs players in every way.

Of course, I deposited a little more and today I got to almost €3,000. And then the player crashes started again. Just imagine, I played the game Flaming Hot Extreme on Amusnet, where I played €2,500 with a stake of €8 per spin. There wasn't a single bonus round, and it was just crap.

By the way, I just filed a complaint. I actually closed my account on April 18th, and today, twelve days later, support sent me an email asking me again whether I was aware that any credit balance would be deducted when the account was closed and not paid out. They're very funny. I actually ended up with zero euros in my account when I received the email. I think that's a total disgrace.

And I have to add that I already verified myself there by email on April 16th with all the required documents. And now you can guess who didn't receive an email about receiving the documents. It was me.

The whole place is an absolute disaster, and I honestly can't recommend anyone pay a single cent there. I'm curious to see what happens with my complaint.

@Casino Guru Team, can you please provide my new email address? I've tried four times now and I just haven't received a confirmation. Please send an email from you to my new email address.