The complaint won't achieve anything. Mine was also rejected. But that's probably because I criticized Casino Guru for its lack of objectivity and neutrality. The platform is known for rejecting complaints from critical players. And what they'll do next is ban me for my criticism. This, too, is not the exception here, but the rule!

I think I read somewhere that you don't have to state the reason for closing an account or for self-excluding. Anyway, what I'm really concerned about here is the response time. I requested account closure on April 18th, and then I received an email from them on April 18th saying that they couldn't find me in the system with that email address. That's true. I had written it from my official account by mistake. Then I wrote the email again from the casino email, and then "the lake was calm." It wasn't until May 1st that I received a reply asking if I was sure I wanted to close the account and have all the funds removed. So they did receive my email from the correct email address. Then I replied, and again nothing happened. I find that pretty cheeky. It's a delaying tactic. I'm curious to see what happens in this case.

I criticized Casino Guru for its lack of objectivity and neutrality. And then my complaint was rejected! According to Casino Guru, the casino hadn't done anything wrong. I don't think I need to say much about this now; anyone with half a brain can form their own opinion. You can read the entire case and Casino Guru's responses in the complaint. Casino Guru has rejected complaints from critical users many times. Very often, this also results in a ban from the Casino Guru platform in order to "silence" critical users. So, it's only a matter of time before my account is blocked here...

Unfortunately, as Nick explained in your complaint, you failed to mention your gambling issues to the casino, and that is why we couldn't help you any further:

"Please note that we always remain neutral and base our evaluations solely on the facts presented. After reviewing all the provided evidence, we regret to inform you that it does not meet the criteria for a self-exclusion, as it does not explicitly reference any issues related to gambling problems or addiction.

It is important to clarify that many players request account closures for various reasons, including attempts to receive additional promotions. As such, unless a gambling-related issue is clearly mentioned, the casino cannot reasonably interpret the request as a self-exclusion.

Based on the evidence provided, we find that the casino acted within a reasonable timeframe in processing your account closure. Therefore, we will proceed with closing this complaint."

We have no need to "silence" anyone, as you wrote. The users get banned whenever they do not follow our terms or get abusive on our forum.

So, if you obey those, why should you be banned?

Thank you for your feedback. Unfortunately, I must strongly disagree with your statement.

Contrary to your statement, I did indeed point out my gambling problems several times. In the chat history with the casino alone, there are at least 20 screenshots in which I clearly point out my problematic gambling behavior. You also have this evidence – you received it and should have considered it accordingly in an objective review.

Your claim that there is no explicit evidence of gambling addiction or gambling-related problems is simply false. Rather, it seems as if the complaint is dismissed prematurely as soon as criticism of your platform is raised. This does not correspond to the standard of neutrality and objectivity that you claim for yourself.

Your assessment of the casino stands in stark contrast to the numerous complaints and negative reviews from other users – especially in the case of "Monsterwin." This clearly shows that economic interests apparently play a greater role than actual player protection concerns. This raises the question of why a casino that, under Austrian law, is in a legally questionable gray area or even operates illegally continues to enjoy such a high reputation on your platform.

I would also like to emphasize that users are not blocked on your forum for insults, but rather often when critical voices are raised that question your objectivity. I have corresponding screenshots for this as well.

I expect a platform that presents itself as a player protection agency to act fairly, transparently, and objectively – and not a blanket rejection based on an alleged lack of evidence, which is demonstrably available.

As our complaint team investigated the whole matter, they found out you mentioned the gambling issues for the first time on April 11th, actually. This information can be seen in your complaint. So, we acted accordingly.

It is okay for you to disagree with us, of course, but unfortunately, we are unable to proceed any further with your complaint or help in any other way.

All the casinos under the Austrian laws, as you said, are supposed to protect players from your country, and in this case it is always better for you to stay at those casinos, of course.

MonsterWin, as I can see, operates under the Costa Rica license, which, of course, is not one of the good ones, and we know that. But we always look at how casinos treat their players anyhow, under any license or even no license, and therefore the safety index is established. If you'd like to read more about this whole process, feel free to read this article, of course.

So, MonsterWin actually allows players from your country to play there, but it is not supposed to promote itself in Austria whatsoever. And that is the difference in what you write above, actually.

Our site is made for our users to be an informative site about all online casinos, and we always aim for fair play and try to help everyone whenever possible. Unfortunately, this was not your case, and our hands were tied.

Please feel free, though, to contact us at any time with any requests in the future. We will do everything possible to help.

Dear team,

Thank you for your response to my complaint regarding the casino "MonsterWin." Unfortunately, I must emphatically state that your response neither objectively addresses my concerns nor adequately addresses the serious nature of the problem.

You claim that I first mentioned my gambling problem on April 11th. However, the fact is: I'm on an international blacklist due to documented gambling addiction – and have been for considerably longer. Therefore, I shouldn't have been able to open an account with MonsterWin at all. The fact that this happened is not only a blatant violation of player protection, but also a clear indication that this casino has implemented no measures to prevent gambling addiction.

The fact that you point out the Costa Rican license in your assessment of "MonsterWin," but at the same time qualify it by evaluating their behavior "independent of the license," raises questions: How can a casino with poor or nonexistent regulation, numerous complaints, and demonstrably irresponsible behavior toward addicted players still receive a positive safety rating?

I also have the impression that commercial interests—for example, through affiliate bonuses—could influence your objective evaluation. That would be highly problematic and contradict your responsibility as a neutral evaluation authority.

I urge you to reexamine the case – taking into account the documented ban and the casino's disregard for basic safeguards. It is unacceptable that platforms like yours, which are committed to transparency and player protection, downplay obvious abuses in order to protect the reputation of a dubious casino.

I expect an honest and objective reassessment—and, if necessary, a public adjustment of the MonsterWin safety index and warnings.

May I ask if you informed the casino about the ban you have or at least provided the document to the casino, please?

Otherwise, unfortunately, the casino was not able to know that you have this kind of ban.

Don't you think so? Or how should they know about it, please, is my question?

Our complaint team does everything possible to help our users and stay transparent and unbiased, but if it is not possible, we can't do much about it.

Thank you for your message.

Frankly, I'm surprised that a platform like Casino Guru, which prides itself on transparency and player protection, seems to lack adequate training when it comes to dealing with international gaming bans. It should be noted that licensed gambling operators – regardless of the player's location – are required to conduct automated checks for existing bans. The responsibility for this lies solely with the casino, not the banned player.

If the casino in question claims it was unaware of this, then I demand a concrete explanation of how exactly the identity and blocking status was verified. If that's not possible, it would only be logical for Casino Guru to take this into account in its rating and revise the casino's reputation accordingly.

I'm happy to share with you an Austrian court ruling regarding the binding nature of bans—and I'm curious to see if this changes your view. This isn't just about my case, but about the credibility of the entire platform in dealing with players who request protection measures.

Unfortunately, this is exactly what I mean, you know.

The ban you have is only, let's say, valid in your country, and it is not international. There is no international ban list players could be added to. This would really be helpful, and many people would be glad for that.

And, as I said before, the casino couldn't know about it anyhow. Only casinos registered in Austria should have this information.

Please also know that as part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (http://www.kpvfaw.com/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the www.kpvfaw.com website as well.

Thank you for your feedback.

I would like to clarify at this point that I am well aware that national blacklists generally only apply in the respective country. However, this is not entirely true in my case, as gambling is generally prohibited in my country – except for a state-run monopoly provider. Therefore, there is no official national blacklist. Nevertheless, blocking mechanisms are still in place: I am currently blocked from all online casinos and can no longer register with any provider. In practice, the ban acts like a cross-border blockade, even though there is no central, international list.

Regarding the Monsterwin Casino, I would like to emphasize that they bombarded me with massive advertising over a long period of time – despite recognizable signs of problematic gambling behavior. I consider this behavior a deliberate exploitation of my situation. For this reason, I have decided to take legal action against Monsterwin in Austria. Unfortunately, an out-of-court settlement was not possible, as the casino showed no willingness to compromise, despite numerous violations. These were simply ignored.

I think it's fundamentally positive that you support initiatives like BetBlocker. However, it's important to recognize that such measures don't reach all providers—especially those who appear to systematically flout the rules.

It will be really perfect if it works worldwide, of course, but unfortunately, until now, it doesn't, and then we come across cases like yours. We would like to help all our users in this situation, but as I said, it is not possible, and our hands are tied in such cases, as you can see.

I just hope that you stay strong and avoid online gaming as much as possible so you can be well. ??

Are others having problems with withdrawals on this site? I am not receiving my withdrawal.