The player from Greece faced a prolonged withdrawal issue, as the casino required account verification despite initial claims that no verification was needed. They had submitted documents multiple times, but the process experienced significant delays. The complaint was ultimately closed after the casino confirmed that the account had been verified, although the player expressed skepticism about the verification process and the casino's reliability. The player decided to withdraw their complaint after exhausting all options for resolution and expressed their intention to warn other players about their negative experience.
MonsterWin Casino - Player's withdrawal is delayed.
Amount: €1,950
MonsterWin Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.0
MonsterWin Casino has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
I would like to report a serious incident regarding the operation of an online casino that I discovered through your website. I created an account at this casino, as it had a high security rating.
Initially, no verification was requested. Since April 27th, I have accumulated winnings of €1,950.02, which I am trying to withdraw. However, the casino refuses to pay me the money, citing the need to verify my account.
I have submitted the required documents several times, but the process is taking too long. Some documents were rejected without a clear reason, while when I resubmitted them, some of them were approved.
The only thing left to verify is the transactions on the Revolut card, through which the initial deposit was made. The relevant evidence I have sent is absolutely correct and complete.
Despite my repeated attempts and the submission of all necessary documents, the verification process continues to be unreasonably delayed. Unfortunately, I am beginning to believe that this delay is intentional, with the aim of not paying me my legitimate winnings.
I ask for your intervention to ensure the transparency and proper functioning of the platform.
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Complaint Specialist
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1 month ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MonsterWin Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do I understand correctly that you deposited using your Revolut bank account in the casino?
- Could you please clarify what the reasons were that the casino rejected your documents so far?
- Could you please share with me your recent communication with the casino regarding the verification of your account? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Translation
I am sending you all the communication I had with the casino via email. I will also forward you relevant screenshots from my account so that you can see the balance displayed.
Let me reiterate that I have uploaded every requested document to their platform.
Yes, the deposit was made from my revolut account. And as far as the casino is concerned, I did not receive any specific reasons from the casino for rejecting the verification.
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Complaint Specialist
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1 month ago
Thank you very much, dimdim20160, for providing the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
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Thank you very much for your time, it's really something very beautiful. I have other conversations from the casino in their live chat, if Mrs. Romi wants, I can forward them or upload them here. Thank you again.
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Community & Complaints Administrator
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3 weeks ago
Dear dimdim20160,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the MonsterWin Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear MonsterWin Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
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3 weeks ago
Translation
Today I logged into my monsterwin account. They are asking me again to verify my revolut card, they want me to send the transactions for March and April. I have done this process many times. I upload the correct document they are asking for and they are not accepting it. I can't understand what is happening. See below what they are asking for. Mrs. Romi, I don't want to upload it publicly for obvious reasons of personal data, if you want I can send it to you in your email. Logically, Tomas has forwarded to you that I sent it to him. Here I will only upload what they are asking for. For information, I am sending them a clear document through my revolut account, exactly what they are asking for, I am sending them the document is correct. As you can see, the account shows €950, the other €1000 is in the withdrawal process from April 27 and 28. The casino clearly doesn't want to pay my legitimate winnings that's why it doesn't verify me. Dear monsterwin please let me know why you are not accepting my documents? Even though the documents you are requesting are exactly correct.
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Casino representative
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3 weeks ago
Dear all
Thank you for your patience.
We're sorry for any inconvenience caused , kindly be informed that we are checking with relevant department regarding customer withdrawals.
Best Regards
MonsterWin Team
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Casino representative
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3 weeks ago
Dear dimdim20160
Kindly be informed that your gaming account is still under verification this is why there is delay in your pending withdrawals, please note that we are still waiting for your to provide us with transaction history for CC*2149 (used to top up Revolut) March and April .
Kindly upload the requested document in order for us to verify your gaming account.
Best Regards
MonsterWin Team
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3 weeks ago
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Hello, gentlemen representatives of the monsterwin casino. I have sent you several times the transactions you request, and still my account is not verified. I will send you some images below with what I am sending you. I will hide my details for privacy reasons. However, for verification of the proof, the number will be visible. These photos that I am sending you below are exactly what you are requesting, which I upload to your platform in the format you request and you cancel it for me. I will send the images in two messages.
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3 weeks ago
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I would like to mention that this morning I spoke to the casino's customer service on live chat and asked them specifically what the problem is with the document I am sending why they are canceling it. Customer service told me that they will inform the relevant department about my request and that I will receive clear instructions via email from the relevant department as to why my document was cancelled and what I need to send them. This afternoon when I logged into my account as always they cancelled the document I had uploaded and I did not receive any response to my email with clarifications as to why they cancelled it and what they are asking for. I kindly ask the casino to inform me why it is not accepting my document. What is the error in my document and you are not accepting it? Please inform me so I know what is happening.
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Casino representative
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3 weeks ago
Dear dimdim20160
Please note that we are still waiting for your to provide us with transaction history for CC*2149 (used to top up Revolut) March and April . This mean that we need TRX of the card ending in CC*2149, the card that you had topped up your Revolut.
We hope this clarify the situation further.
Best Regards
MonsterWin Team
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3 weeks ago
Translation
Hello, gentlemen casino representatives.
I understand that you are asking me for the transactions of my bank account from which I fund my Revolut account.
My bank issues separate PDF files for each month, and for this reason I will send you the relevant documents via email, as your platform does not allow me to send more than one file at a time.
So, I am sending you the account transactions that I use to deposit money into my Revolut account. Thank you very much for your actions.
I sent you the documents from the email I have registered in my account. I will also send you the documents from the email I have an account with at Casino Guru.
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3 weeks ago
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Dear gentlemen/ladies casino representatives,
I would like to inform you that I was able to upload the document proving the funding of my Revolut account through your website. The file has been sent in one file, according to the required specifications.
For your information, I have also sent this document to your email. Thank you in advance.
Please take the necessary steps to process and confirm it.
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Community & Complaints Administrator
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2 weeks ago
Hello, all.
Thank you both for your cooperation.
Dear MonsterWin Casino,
Could you provide an update to this case, please?
Thank you in advance.
Respectfully,
Romi
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Casino representative
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2 weeks ago
Dear all,
We would like to inform you that the document uploaded on June 13th has been declined.
Kindly be informed that we still require the transaction history for the requested card (used to top up Revolut) for the months of March and April, in PDF format.
Best regards,
MonsterWin
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2 weeks ago
Translation
Honorable support team
I would first like to thank you for your time.
Following your instructions, I would like to inform you that I have sent all the required documents requested for the verification of my account. Specifically, I have provided you with the bank statements for the months of March and April for the account through which I make my deposits to Revolut. The documents were submitted in PDF format, exactly as issued by my bank, without any editing or alteration.
However, I regret to note that the procedure continues to be rejected, without any clear justification being given to me for the matter. I would greatly appreciate it if you could inform me in detail of the reason for the rejection, in order to take, if possible, the necessary steps to resolve the matter.
I would also like to point out that the documents I sent you are the only ones available that meet the criteria requested. I do not have additional supporting documents at my disposal and therefore I kindly ask you, in case there are still obstacles, to suggest an alternative solution to complete the process and allow me to proceed with the withdrawal of my funds, which have been pending since April 27-28.
In case it is possible to transfer the amount in cryptocurrency, I have an active Bitcoin wallet and I could send you the relevant details, as long as this is an acceptable payment method for you.
I thank you in advance for your time and cooperation and look forward to your immediate guidance.
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2 weeks ago
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Dear Casino Guru Team,
I would like to inform you that, after almost three months of efforts and communication, I have decided to withdraw my complaint. Having exhausted every possibility of resolution, I have found that unfortunately the casino is not going to refund my money. So, on the 19th of the month, I proceeded to play the remaining amount, with the intention of definitively closing this issue.
Through my experience and research, I have come to the conclusion that Monster Win Casino operates in a manner that does not inspire trust and I would describe it as at least problematic, if not downright misleading. I have already sent you evidence repeatedly and I believe that the overall picture emerging from our conversation justifies a review of the casino's trustworthiness index on your platform.
I am no longer seeking any personal redress. My only goal is to protect other players from similar unpleasant experiences. I also plan to document my experience with Monster Win in detail on review platforms such as Trustpilot, detailing both the positives and negatives I encountered from the moment I opened my account, to the final outcome of the case.
Thank you very much for the time and support you have given me throughout this time.
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Casino representative
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2 weeks ago
Dear all,
We are happy to inform the account has now been verified!
Kindest Regards,
MonsterWin
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2 weeks ago
Translation
Dear monster win casino, how did I get verified????? I haven't uploaded any other document since the day you canceled me again. I didn't have any other document to upload, I had exhausted everything. I beg you, please, for the casino's security index to drop because once again the casino proves that it was all this on purpose, not verifying my account because it didn't want to pay me my money. As you all can see, I'm right in everything. Casino guru, thank you very much for your actions. And in my account there is again the same message as when I first created an account. 
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Community & Complaints Administrator
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2 weeks ago
Greetings, all.
Thank you, MonsterWin Casino, for the confirmation.
Dear dimdim20160,
Could you inform us whenever you receive the payout, please?
Thank you.
Best regards,
Romi
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2 weeks ago
Translation
Dear Sirs/Madams,
With this letter, I wish to express my deep disappointment and concern regarding the operation of this particular online casino, of which I was an active user until recently.
Unfortunately, I have observed behaviors and actions on the part of the platform that I believe are inconsistent with the concept of transparency and fair treatment of players. Despite my efforts to contact customer service and receive clear answers to the issues I encountered, the answers were either vague or non-existent.
Since I realized that the platform's reliability is questionable, I have consciously decided to no longer maintain a balance in my account. My sole purpose from now on is to protect other players from possible similar experiences.
Please examine the issue with due care and proceed – if you deem it appropriate – to downgrade the reliability index of this particular platform and/or to initiate a relevant investigation. There is a lot of evidence according to what I have sent you in your email, Mrs. ROMI. There is also evidence and publicly in the complaint it seems very clear that the casino does not operate reliably. Please save people from this casino, you have the power to do so. However, I cannot hide the truth that I found this casino on your website, Mrs. ROMI, I must report to trustpilot and every publicity platform that I found the casino from you and that I created an account according to the security index. Thank you very much for your time but the truth is above all
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Community & Complaints Administrator
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2 weeks ago
Dear dimdim20160,
I am really sorry for your experience at this casino and also that you lost your winnings.
This complaint will now be closed, and hopefully next time we'll be able to help you with any issue at this or any other online casino.
Respectfully,
Romi
