MonsterWin Casino - Player’s self-exclusion request has been ignored.

Hello,

I am submitting this complaint because the casino has failed to process my self-exclusion request despite multiple attempts to contact them.

I have sent several emails to both the VIP department and customer support clearly requesting self-exclusion. No action has been taken, and I did not receive any meaningful response confirming my request was processed.

Instead of excluding my account, the casino continued to delay my request while I kept losing money on their website. Even after my self-exclusion request, I continued receiving promotional emails encouraging me to deposit and continue gambling.

According to responsible gambling principles, a player has the right to request self-exclusion, and the casino is obligated to process such requests without delay. The casino’s failure to do so directly resulted in additional financial losses on my side.

I also contacted the live chat support team multiple times, but they only provided repetitive generic responses and took no concrete action to resolve the issue.

I believe the casino is not complying with responsible gambling obligations, and I am requesting Casino Guru’s assistance to have this matter reviewed and resolved.

Thank you for your help.

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Dear Wali19xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

• Can you confirm if you are still able to log in to your account?
• Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Petra

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

Dear Wali19,

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,

Petra