MonsterWin Casino - Povlačenje igrača je odloženo.

I've had a withdrawal pending since September 7th. I've contacted the chat several times and the answer is always the same. They have a lot of withdrawal requests and will resolve them as soon as possible. However, 21 days after my withdrawal request, it's still being processed.

Can you help?

Tenho um levantamento pendente desde o dia 7 de setembro. Contactei o chat varias vezes e a resposta é sempre a mesma. Estão com muitos pedidos de levantamentos e que vão resolver o mais rápido possível. No entanto passado 21 dias do meu pedido de levantamento, ainda continua em processamento.

Poderiam ajudar?

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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 confirm that you have passed the KYC verification?
• 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

Have you made any successful withdrawals from the casino in the past?

Yes.

Could you confirm that you passed the KYC check?

They asked for the check 3 days ago, it's under review.

Have you accumulated your winnings with the help of a bonus?

Yes.

Você já fez algum saque bem-sucedido do cassino no passado?

Sim.

Você poderia confirmar se passou na verificação KYC?

Pediram a verificação à 3 dias atrás, está em revisão.

Você acumulou seus ganhos com a ajuda de um bônus?

Sim.

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

Dear josegomez27,

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,

Tomas