Failure to pay out winnings from casino

Two complaints

First, 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support and spoke to Izabel in customer care, and she took my old email and said that even if my email is closed and no longer active, if they sent money to that email, she would see the notification from her end as rejected, as that email does not exist.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.

I’ve withdrawn 305$ CAD from Monsterwin.com, and they always keep giving me the same excuses in the chat - we are processing your request.

It’s been over 6 days now, and they still haven’t processed anything.

There are no validating documents to provide or anything.

Can you guys help me get this resolved?

I see multiple complaints about this website, and it seems that only you guys can get this resolved.

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.

< full name removed >

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.