MonsterWin Casino— player complaints: 8 in English

Reason: Delayed payment Two complaintsFirst, my withdrawal that I requested on September 1, 2026, for $700. Every day, I am corresponding with the email support complaint department and live chat, and they say the same thing for 17 days: that it is being processed and will be processed shortly. I have never played at a site where it took more than 5 days for a withdrawal to reach my bank.Second, since June 2026, where i won then too and tried to withdraw $700 and noticed that my email was an old email they had, so I sent a support email and spoke to live support that my email had to be closed in December 2025 due to spam and phishing issues, as instructed by my bank in the fraud department. They currently have my old, closed email <email address removed> in my profile with them, and I wanted them to update it to my current and active email <email address removed>.They took so long after I uploaded, as per their request, a selfie holding an ID. I emailed it to them and clicked on the link they sent me over 4 times in June. I sent them the ID and selfie just to update my email, and they delayed and delayed that i just played back my withdrawal and let go.This is when, on August 29, 2026, I decided to give them a second chance and deposited. I checked my profile and saw my email is still the closed one, so I started corresponding with live help and the support email to update my email to the new one. Over 12 selfies with id i have submitted. Every time they ask for it i complied knowing I have already sent it multiple times. So now my deposit is in processing, and not pending. It has been in processing for over 17 days.One time, over 4 days ago, I was told oh it was sent by e-money transfer to your old email that you closed <email address removed>. They said to call Interac support so they can give you more details. They lied because I called Interac support and spoke to Izabel in customer care, and she took my old email and said that even if my email is closed and no longer active, if they sent money to that email, she would see the notification from her end as rejected, as that email does not exist. She came back and said they never sent my withdrawal, as there are no notifications of e-money transfer to me.So every day I reach out via email and live chat, and they keep saying the financial department is escalating this, and they never give me more than this. I am shocked that I am still waiting for a withdrawal and that a simple task of an email still waiting even now, and they have not done it.Please help, as this is overwhelming. --- Ответы в треде --- Universal1 1 day ago Hi I recieved email from Monsterwin from support one confirming my account is closed and the other reverting back to asking me for email on file lol. So at this point they have exhausted me in their unorganized lacking efficiency as a support team so you can close the complaint. From June they can't change or update an email address and they do not share information or document interactions because conflicting emails i got for over 5 months from the agents at monsterwin. So close the complaint but a BIG WARNING TO ALL THIS IS NOT A PLACE WHERE THEY HONOUR WITHDRAWALS EXPECT TO WAIT AT LEAST A MONTH IN SOME CASES. Thank you ASKGAMBLERS appreciate your assistance. AskGamblers • Support Team 2 days ago Dear @Universal1,The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.Thanks in advance for your cooperation. Monsterwin Casino • Representative 2 days ago Dear Player, We would like to inform you that following your request, your account was already closed on September 22, 2026. Best regards, Monsterwin Casino Team AskGamblers • Support Team 4 days ago Dear all, This complaint has been reopened as per Monsterwin Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

The player from Quebec has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day.The player from Quebec has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. Written by JeanCasino Analyst & Complaint Specialist Submitted: 11 Sep 2026 Automatic translation:

The player from Germany requested account closure on May 31st due to addiction and received confirmation on June 1st. Despite this, he continued to receive marketing emails and was able to log in and deposit €396, indicating that his account had not been deleted. He sought a refund of his deposits. We asked the casino to confirm permanent closure and whether any refund would be offered, and the casino later forwarded the payout request to the relevant team. The player agreed to the proposed amount, the money was eventually transferred, and the complaint was marked as resolved by the player.

The player from Finland had requested account closure on June 3rd due to gambling addiction, but the casino had not closed the account and had since received 5000 Euro in deposits. Instead of addressing the closure, the casino had continued to send promotional offers, disregarding responsible gaming practices. The account was ultimately closed on June 12th after the player confirmed the closure request following the casino's email on June 4th asking for confirmation. The complaint was rejected because the player had not provided evidence of timely confirmation and the casino had acted within a reasonable timeframe after receiving it. The delay was attributed to the player's failure to complete the necessary confirmation step, and no refund was justified based on the available evidence.

The player from Ontario attempted to close her account on May 25 but was repeatedly offered bonuses until June 2. After winning $2000, she was informed that her account was excluded from withdrawals, despite not being notified of this exclusion earlier. We were unable to investigate further because she did not respond to our requests for more details and evidence, so the complaint was closed for now.The player from Ontario attempted to close her account on May 25 but was repeatedly offered bonuses until June 2. After winning $2000, she was informed that her account was excluded from withdrawals, despite not being notified of this exclusion earlier. We were unable to investigate further because she did not respond to our requests for more details and evidence, so the complaint was closed for now. Written by TomasComplaint Specialist Submitted: 18 Jul 2026 | Closed : 07 Aug 2026Automatic translation:

The player from Germany had been waiting for three weeks for a withdrawal of €500 from a deposit made on June 3, 2026, while previous withdrawals had been processed. Despite multiple contacts with chat support, she received only pre-written responses about delays, and email support had not replied for two weeks. She demanded her money back and intended to stop using the casino. The complaint was marked as resolved after the player confirmed the issue had been addressed. The resolution details were not specified, but the case was closed upon the player's confirmation.

The player from Greece requests a refund for 650 euros after Monsterwin casino reopened his account, despite his multiple requests for permanent closure due to gambling addiction. He cites their failure to respect his exclusion and is considering legal action due to the losses incurred after being allowed to play again.The player from Greece requests a refund for 650 euros after Monsterwin casino reopened his account, despite his multiple requests for permanent closure due to gambling addiction. He cites their failure to respect his exclusion and is considering legal action due to the losses incurred after being allowed to play again. Written by MatejComplaint Resolution Center Deputy Team Lead / Casino Analyst Submitted: 20 Jun 2026 Automatic translation:

The site is a scam. after winning a grand prize 3 months ago, every withdrawl has been left on pending. The customer support is just a chat bot that copy and pasts the same responce every time i contact them. wich has been dozens of times. They aalso refuse to disclose any of there legal information.