Complaint #25 Monsterwin Casino

Declined payments and unable to verify account

By zambu

1 month ago

Message on forum

Hey!

I tried withdrawing my winnings from Monsterwin casino 14.4.2026. After couple of days, all of my withdrawals were cancelled without a reason stated and I am not able to make any withdrawals anymore. After chatting with multiple customer support persons, one of them told me my account needs to be verified via their websites verification section but I am not able to do that, since for my account it says that no verification is required. I have asked the customer support to make the verification available for me without any luck. So now I can't withdraw my winnigs/verify my account and the support is doing nothing to fix this issue.

Disputed Casino Monsterwin Casino

Reason Declined payment

Amount €2000

Discussion

AskGamblers

• Support Team

1 month ago

Dear Monsterwin Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

zambu

• 1 reviews

1 month ago

3x 500€ cashout were cancelled and total balance on account is 2000€. Here is also a picture of the error I get when I try to make a new withdrawal.

AskGamblers

• Support Team

1 month ago

Dear @zambu,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Monsterwin Casino Complaint Stats

Resolved 10 / 12

Avg. Amount $1,672

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

Monsterwin Casino Complaints

See all complaints for this casino

Pending withdrawal

Dear Customer Service!

I would like to file an official complaint against Monsterwin casino regarding a withdrawal of 150,000 HUF that I initiated 18 days ago via bank transfer. According to the casino's policy, bank withdrawals take 3-5 business days, so my transaction status is "Under Review".I contacted customer service several times via live chat and email, but they always said "everything is fine with my account and don't worry, my money is safe". I never received an answer as to why the money hadn't been transferred yet. They didn't ask for any identification documents, and there's no notice in my profile to do so.
I followed the rules completely, I didn't break the bonus terms. I think the casino is deliberately stalling for time without any justification.
Thank you for your help in resolving the matter.
Tímea Molnár

67h left

Ft150,000

Withdrawal is still pending 17 days later

My withdrawal is still processing after 17 days. I had enough at this point. Contacted live chat support 10+ times, they said they sent reminder message to the related department, but nothing happening. The money is 70.000 HUF, around 195 EUR. No any other emails, notification was sent from the casino. The bonus emails are still arriving to deposit more, but this is nonsense.

Unresolved

Ft70,000

Withdrawal delayed for more than 5 business days

I have two withdrawal requests of €500 each. The first one (ID 895663801) from March 26th was paid. The second one (ID 896964157) from March 27th is still in 'Processing' status. It has been 6 business days now. Support keeps giving me template answers without any specific timeframe. Since the first part was paid, my account is fully verified. I demand my remaining €500 to be processed immediately.

Resolved

€1,000

Withdrawal not processed over a week delay and no transparency

I have been waiting for my withdrawals from MonsterWin for over a week, and they have still not been processed.

I currently have multiple pending withdrawals, including €800, and there has been no progress.

The support team keeps providing generic responses such as “please wait” without giving any clear explanation or timeline.

I was also informed that a newer withdrawal may be processed before an older one, which is highly irregular and raises serious concerns about fairness and transparency.

Despite contacting live support multiple times and sending emails, I have not received any meaningful update or resolution.

This situation is unacceptable. I expect withdrawals to be processed in a timely and transparent manner.

I am requesting the immediate processing of all my pending withdrawals and a clear explanation for these delays.

If this issue is not resolved promptly, I will continue escalating it through all available channels, including regulatory authorities and public platforms.

Desired outcome: Full payment of all pending withdrawals without any further delay.

Resolved

€800

Cancelled then resubmit now wait

Played through the requirements for the bonus I was awarded. I then submitted my first withdrawal on September 22nd. September 23rd it was cancelled for no reason. I chatted, they said it happens but didn’t explain why but said to resubmit. I did. Had to wait 24 hours for a 2nd withdrawal and another 24 hours for my 3rd. I have been waiting since September 23rd with the same canned responses. I can only request 3 withdrawals at a time so I have remaining funds that I would like to withdrawal as I’ve gone through the requirements but again I’m told…wait. They said 48 hours but it’s been several days with no movement.

Resolved

$2,250

3000nzd withdrawal delay

I made a total of three withdrawal between the 10/08/2025 and 11/08/2025. These withdrawals were declined and when I questioned the reason they said it was my bank, my bank said they never received the payment request and did not decline it. I requested the withdrawal again on the 12/08/2025, and it has been pending since then. Their withdrawal time says 3 working days. Its been 10 working days. I have asked for support multiple times but they keep saying i just need to be patient. Is there any way you can help me? I enjoy playing on this site but feel like I dont want to continue playing if I am going to struggle to withdrawal the winnings

Resolved

$3,000

Withdrawal pending for over 3 business days verification still not completed

I am filing a complaint against monsterwin.

I requested a withdrawal on Saturday July 27, 2025. According to Monsterwin policy, withdrawals are supposed to be processed within 3 business days, excluding weekends. This means that processing should have started on Monday and removal should have been finalized by Wednesday July 30, 2025 at the latest.

Today is Friday August 1, 2025 and the verification stage of my withdrawal is still pending. I have not received any communication from the support team explaining the delay.

I have complied with all site rules, my account is in good standing, and I am willing to provide all necessary KYC documents upon request. I also contacted customer service, but received no satisfactory response.

I am attaching all relevant evidence, including screenshots of the removal request, status and support messages if available.

I request Monsterwin to process my withdrawal immediately or provide a clear explanation for the delay.

Thanks to AskGamblers for your help.

Sincerely,

Resolved

€103

Failure to pay out winnings from casino

I have been in contact with the casino several times in the last week. Where I have asked when the withdrawals that I made on 5-7/7-25 totaling 15000 kr will be paid out. But to no avail.

The withdrawal is still listed as unprocessed and the promises from the chat agent have not been reliable.

I have informed the chat agent that I am now submitting a complaint to Ask Gambler and am also considering informing Revolut that they have a company that is not paying out to its customers.

Resolved

kr15,000

Declined my payment 2 times

Hello everyone!

I sent a withdrawal on 14/07/2025, and after 4 days they cancelled it. And I contacted them several times in their customer service. They say that my provider is the issue, so I called my bank, and they said that they never received a payment or blocked a payment.

After that, I withdrew again. I tried again 150€, but after 4 days declined again, and for the same reason. They always saying

Right now, I can barely play on this casino because I dont know if I can withdraw my winning money

So I tried asking on AskGamblers to see if you can help me

Thank you in advance

Resolved

€200

Withdrawal delayed since July 2nd

Hi Everyone,

I sent a withdrawal on 02/07/2025, and we are the 11/07/2025, and nothing has moved on update.

I spoke with the support 5 times, but nobody could help me.

I wanted to verify my account, but I can't. They say I don't need to verify.

So I tried to ask on askgambler to sée if u can help me.

I like the casino, and I want to continue to play.

Resolved

$3,750