Hello,

I played at MonsterWin Casino and won €4,000 on April 1st, 2025. Since then, I have submitted all the required documents to verify my account.

I uploaded an official bank statement in PDF format that covers the requested period (07/03/2025 to 14/04/2025), showing full account details, IBAN, my full name, and both incoming and outgoing transactions. I also provided a selfie with my ID and the casino site open in the background, exactly as requested.

However, the casino keeps rejecting the documents without providing a clear explanation. Every time I upload what they ask for, they change the dates or request something new, which seems like an intentional delay.

Their live chat has misled me several times, telling me:

That no verification is needed for the first €500 — yet I can't even withdraw that.

That my account is already verified — yet I’m still being blocked.

That I won a bonus from the Crab Game — but it was never credited.

I believe these are stalling tactics to avoid paying out my legitimate winnings. I have acted in good faith, provided everything they asked for, and I refuse to give up the money I rightfully won.

Please note: The withdrawal was never officially accepted by the casino because they are preventing me from verifying the account. I am providing the date when I attempted to request the withdrawal (01/04/2025).

Please assist me in resolving this and ensuring I receive my payment.

Dear Alex-94,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide clarification on the following points:

• Which documents is the casino currently requesting from you?
• Have you made sure that your bank statements contain all the necessary information to confirm that you are the rightful owner of the payment method used for your deposits?
• How many times have you attempted to submit the required documents, and what changes were made to your submissions?
• Could you please send me a screenshot of your bonus history?

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

Please note that www.kpvfaw.com will never request payments or ask for access to your accounts. If anyone claims to be a www.kpvfaw.com representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.