Complaint #29 Monsterwin Casino

Late withdrawal payout

By Universal !.

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support and spoke to Izabel in customer care, and she took my old email and said that even if my email is closed and no longer active, if they sent money to that email, she would see the notification from her end as rejected, as that email does not exist.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

AskGamblers

• Support Team

2 weeks ago

Dear all,

Based on the submitter's last post and considering that Monsterwin Casino has confirmed that the player's account has been successfully closed, the AskGamblers Complaint Team considers the matter resolved.

We would like to thank both parties for their cooperation throughout the complaint process.

Universal1

2 weeks ago

Hi I recieved email from Monsterwin from support one confirming my account is closed and the other reverting back to asking me for email on file lol. So at this point they have exhausted me in their unorganized lacking efficiency as a support team so you can close the complaint. From June they can't change or update an email address and they do not share information or document interactions because conflicting emails i got for over 5 months from the agents at monsterwin. So close the complaint but a BIG WARNING TO ALL THIS IS NOT A PLACE WHERE THEY HONOUR WITHDRAWALS EXPECT TO WAIT AT LEAST A MONTH IN SOME CASES. Thank you ASKGAMBLERS appreciate your assistance.

AskGamblers

• Support Team

2 weeks ago

Dear @Universal1,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Monsterwin Casino

• Representative

2 weeks ago

Dear Player,

We would like to inform you that following your request, your account was already closed on September 22, 2026.

Best regards,
Monsterwin Casino Team

Monsterwin Casino Complaint Stats

Resolved 13 / 16

Avg. Amount $1,339

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, 13 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