Monixbet Casino - Povlačenje igrača je odloženo.

I won about €3,000. About two months ago, I requested a withdrawal, which still hasn't been confirmed. I've provided all the necessary documents for verification, but my account simply won't be verified. The casino sends automated messages requesting documents that I've already uploaded. Therefore, communication is difficult, and nothing seems to be moving forward.

Ich habe ca. 3000€ gewonnen. Vor etwa 2 Monaten habe ich eine Auszahlung beantragt welche immer noch nicht bestätigt wurde. Ich habe alle nötigen Dokumente zur Verifizierung zur Verfügung gestellt aber mein Account wird einfach nicht verifiziert. Das Casino fordert mit automatischen Nachrichten nur Dokumente an, welche ich schon längst hochgeladen habe. Kommunikation ist daher nur schwer möglich und es scheint nicht voran zu gehen.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please share your communication with the casino regarding the obstacles causing issues with verification? Send the chat transcripts or the relevant emails you exchanged with support to my email at tomas@casino.guru
• Have you accumulated your winnings with the help of a bonus?

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

Hello Tomas,

I've never been able to withdraw there, and I won without a bonus. I'll forward my progress to you.

Best regards,

Christian

Hallo Tomas,

ich konnte noch nie auszahlen dort und habe ohne Bonus gewonnen. Ich leite dir den Verlauf weiter.

Beste Grüße,

Christian

Thanks for your reply.

So far, I haven't received any evidence regarding your communication with the casino regarding the issue.

Please make sure to send it to my email at

tomas@casino.guru

so I may review it and assist you further.

Thanks in advance for your cooperation.

I have just forwarded the communication to you.

Ich habe dir gerade die Kommunikation weitergeleitet.

Thanks for your reply and the information provided via email.

Could you please share a screenshot of your payout request, with the status visible, or any other supporting evidence?

I apologize for the inconvenience.

Gladly, here is the screenshot.

Gerne, hier ist der Screenshot.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Karla, 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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Christian,

My name is Karla and I will now be assisting you with your case.

I understand how frustrating it must feel to wait this long for your withdrawal, especially after already submitting all required verification documents.

Please rest assured that I’ll do my best to help you resolve this issue as quickly and transparently as possible.

Thank you for your patience and cooperation — I’ll reach out to the casino right away to clarify the current situation.

Dear Monixbet Casino Team,

I hope this message finds you well.

We have received a complaint from your player regarding withdrawal that has reportedly been pending for approximately two months due to prolonged KYC verification.

To ensure full transparency and a fair resolution, could you please:

1. Clarify why the KYC verification process has taken such a long time,
2. Confirm the current status of the player’s withdrawal, and
3. Provide any relevant evidence or documentation supporting your position (for example, internal correspondence, system logs, or verification requests).

Your cooperation in providing this information will be greatly appreciated and will help us move the case forward efficiently.

Thank you in advance for your time and collaboration.

Kind regards,

Karla

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello MEINDLCC,

I hope you are doing well.

I would like to kindly ask whether the casino has contacted you in any way since our last update.

Have you received any new information, emails, or requests from Monixbet Casino regarding your verification or the pending withdrawal?

Your feedback will help us understand whether any progress has been made on the casino’s side while we continue waiting for their official response.

Thank you very much for your cooperation and patience.

Kind regards,

Karla

No, unfortunately the casino is ignoring me. My withdrawal request has been left unanswered for many weeks without any explanation.

Nein, leider ignoriert mich das Casino. Meine Auszahlungsanfrage wird seit vielen Wochen kommentarlos offen gelassen, aber nicht bearbeitet.

Hello Christian,

Thank you very much for your update.

I’m truly sorry to hear that the casino continues to ignore both your messages and our attempts to reach them. Unfortunately, without any cooperation from their side, there is very little more we can achieve at this stage.

Given the complete lack of response, I will have to mark the complaint as "unresolved" in our system. I fully understand that this is not the outcome you were hoping for, and I am genuinely sorry we could not bring this case to a successful resolution.

However, please note that unresolved complaints negatively affect the casino’s rating, which can sometimes encourage operators to reconsider their approach. If Monixbet Casino decides to respond at any point, we will immediately reopen the complaint, and you will be notified by email.

The next step would be to contact the AOFA or GCB Gaming Authority directly.

If help needed, feel free to contact me at karla.m@casino.guru

Once again, I’m very sorry that we could not resolve the complaint this time, but I truly appreciate your patience and cooperation throughout the process.

Kind regards,

Karla