The player from Greece has been trying to withdraw money from Monsterwin Casino for 20 days, but his withdrawals remain blocked despite having submitted identification documents. He experiences repeated requests for the same papers and suspects delays that may lead to losing his winnings, which amount to at least 3,000 euros.
HomeComplaintsMonsterWin Casino - Player's withdrawals are delayed and account verification is obstructed.
MonsterWin Casino - Player's withdrawals are delayed and account verification is obstructed.
MonsterWin Casino
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Opened
Current status
Waiting for Casino Guru to reply
2d 16h 42m 34s
Case summary
3 days ago
Public
Visitor
Public
1 week ago
Translation
Good evening!
I have played at Monsterwin Casino and have won quite a bit of money and have already made withdrawals of at least 3,000 euros (500 euros at a time) without needing identification! At some point 20 days ago and while I was continuing to make withdrawals of 500 euros, they asked for identification! Since I sent them all the necessary documents, they sent me an email that my identification has been completed and to wait for the withdrawals to continue normally. But in vain as my withdrawals remained blocked as I have an open withdrawal since June 12, 2025. And as if all this were not enough, they are again asking for identification with the same papers that I have already sent them. They delay the "review" for no reason and generally obstruct things by finding cheap excuses, which makes me worry that I may lose my money.
Please help me resolve this issue and ensure I receive my payment.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Dear panosxap,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MonsterWin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- What specific identification documents did you submit to the casino for the 1st time, and how much time did it take to verify your documents?
- What documents did the casino request after your withdrawal request from 12th June? Are they still being reviewed?
- Have you provided all the required documents as soon as possible and in the correct format?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Sensitive attachment
Visitor
Sensitive attachment
1 week ago
Translation
Initially they asked for my ID document front and back as well as a selfie which I provided immediately, a utility bill in PDF format which I also sent and my debit card front and back with specific digits covered which I sent them exactly as they asked me. To send me an email and tell me that they do not need any other document from me and that I should be patient as my withdrawals progress. (Below I also put the screenshot I kept)
Then, without telling me what I did wrong and while my identification has been completed, he asked me again for photos of my card, front and back, and proof of address. And that's where the delays began with excuses like they want the file in its original format without having been opened by another program while I have sent it to them normally as a pdf. Then they tell me that they do not accept files via email and that I have to send them to the page that even though they tell me that they have rejected the document I send them, they continue to have it as "for approval" and continue to be slow to respond. I have sent them at least 3 different address documents, either my pay TV or my electricity bill, and they always find an excuse not to proceed with my identification (which, as I showed you above, has been completed). I really don't know what else to do and I resorted to you to see if we can figure something out. I have currently sent them a power bill on the monsterwin page in the verification section hoping that they will finally approve my identification and proceed with my withdrawals. I do not have any active bonuses nor did I collect the money with bonuses.
ps: I remind you that the money is not 3,000 euros as you write. It is 14,000 euros and 1,500 euros in open withdrawals still
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Thank you very much for your reply, panosxap. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.
Public
Visitor
Public
1 week ago
Translation
I'll send it to you directly via e-mail!
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
4 days ago
Thank you for the email, panosxap. Could you please also send the documents you sent for verification to the casino for our internal evaluation to the same email address ([email protected])? I can see the support informed you that the proof of address was not accepted, as the casino suspected you didn't send the original one.
Public
Visitor
Public
4 days ago
Translation
The program shows that it has been resolved. On Friday they told me that my identification has ended and today the first withdrawal was made in a while (12/07/2025). Do you want me to send you when I get the full amount?
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
4 days ago
Thank you for the updates, panosxap. Can you please specify if you have received the first payment? In what amount?
How much money do you still have in your casino balance?
Public
Visitor
Public
4 days ago
Translation
I have received the first payment of 500 euros and I still have 3 open withdrawals of 500 euros and a total of 14,500 euros left to receive.
Automatic translation:
Casino Guru is examining the case
