Complaint #29 Monsterwin Casino

Late withdrawal payout

By Universal !.

1 week ago

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support and spoke to Izabel in customer care, and she took my old email and said that even if my email is closed and no longer active, if they sent money to that email, she would see the notification from her end as rejected, as that email does not exist.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

Disputed Casino Monsterwin Casino

Reason Delayed payment

Amount $700

Discussion

Universal1

5 days ago

I just got an email from this same department that has been posting on ASKGAMBLERS stating that in the back end my email has been updated. That same department is now telling me that they cannot locate my account because the email they said now they have in my profile as the only active email has not actually been updated and that Monsterwin literally lied to me and ASKGAMBLERS. AT this point ASKGAMBLERS I just want you to close my account with them and they are not even acknowledging that the email i was told has been updated and is the official email for me in Monsterwin, this support team from the same department that has been responding to ASKGAMBLERS stated they don't have my email linked to my account and they cannot locate my account. From June this is the runaround they have been giving me. They haras and antagonize and lie to their players that is why i just played back the money intending to lose it so i can close my account and now i cannot even close my account with them because they reverted back to saying they do not have the email assigned to my account and therefore they cannot help me. Please ASKGAMBLERS JUST HELP ME CLOSE MY ACCOUNT WITH THEM AT THIS POINT- THE EMOTIONAL ROLLERCOASTER THEY PUT ME THROUGH WAS UNWARRANTED. Here is the email i got today -one more thing the email i got today made it obvious they never intended to allow me to withdrw rightfully my $700. This is twice they have stopped my withdraws with these games they play. here is the email i got today : Isheall (Monsterwin)

Sep 23, 2026, 11:19 GMT+3

Dear Suzanne,

Thank you for contacting the Monsterwin.com support team.

We would like to inform you that we are not able to locate your gaming account with the email address you are contacting us ,we kindly ask you to contact us from your registered email address so that we can check your query.

If you have additional questions, please feel free to contact us via email support@Monsterwin.com or via Live Chat.

Yours sincerely,
Monsterwin.com support team

Universal1

6 days ago

At this point i just want them to close my account and it seems everything is under review. After the 4 month ordeal i had enough to be honest. So if you can help me close that account ASKGAMBLERS would be appreciated.

AskGamblers

• Support Team

6 days ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

1 week ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Monsterwin Casino Complaint Stats

Resolved 12 / 16

Avg. Amount $1,340

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Monsterwin Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 12 out of 16 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Monsterwin Casino Complaints

See all complaints for this casino

Withdrawal pending for a long time

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.

Resolved

$305

Deferral of Payment

On 21 July 2026, I requested a payment of 55,000 forints. According to your terms and conditions, it should have arrived within 1–5 working days. I spoke to the chat operator at least five times, but they were unable to provide any specific information. It is highly likely that it is just an AI assistant. Today is the 31st and the payment still hasn’t been made. The whole service, and indeed the casino, is worrying. I wouldn’t recommend it to anyone.

Resolved

Ft55,000

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.

< full name removed >

Unresolved

Ft150,000

Declined payments and unable to verify account

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.

Unresolved

€2,000

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