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I have the Monsterwin casino: https://monsterwin2.com/de/

I played and won €400. On February 23rd, I immediately requested a withdrawal. This withdrawal has been stuck in "Processing" status for eight days now. I've contacted support multiple times, the first time after three days because I'm used to withdrawals not taking this long. I was told that they were experiencing a high volume of withdrawals and that my withdrawal was being processed. When I asked if I needed to submit documents for verification, they said no, which I find odd since I'm used to KYC documents being requested.

After another inquiry about how long my withdrawal would take, support told me it would only take another 1-2 days. Four days have passed since my inquiry, and there's been no update. I'm a bit worried because I've read many negative reviews on Trustpilot from other players who have had problems with withdrawals.

Ich habe dem Casino Monsterwin: https://monsterwin2.com/de/

gespielt und 400€ gewonnen, am 23.02 direkt eine Auszahlung beantragt diese Auszahlung steht im Status unter Bearbeitung seit nun 8 Tagen, ich habe den Support bereits mehrfach kontaktiert, das erste mal nach 3 Tagen weil ich es gewohnt bin das Auszahlungen eigentlich nicht so lange brauchen, wo ich dann auch vertröstet wurde dass es wohl ein hohes Auszahlungsaufkommen gibt und meine Auszahlung bearbeitet wird. Auf Nachfrage ob ich Dokumente einreichen muss zur Verifizierung wurde dies verneint, was ich etwas merkwürdig finde da ich es so kenne dass KYC Dokumente angefragt werden.

Nach einer weiteren Anfrage wielange meine Auszahlung dauern wird, wurde mir vom Support mitgeteilt dass dies wohl nurnoch 1-2 Tage dauert, es sind seit der Anfrage 4 Tage verstrichen und es gibt keine Neuigkeiten. Ich bin etwas besorgt da ich auf Trustpilot viele schlechte Bewertungen gelesen hab dass andere Spieler Probleme mit Auszahlungen haben.

Important notice:

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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.

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Dear Krautsalat94,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Krautsalat94,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Krautsalat94,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla