MonsterWin Casino - Player's withdrawal is delayed.

I haven't received my withdrawal yet. The terms and conditions on the site state that withdrawals should be processed within 3 business days. I requested a withdrawal on Thursday 26.06, a week ago. Here the casino does not comply with its own terms and conditions. In chat there are different answers every time you ask. I think they are holding funds on purpose.

Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Then they shouldn't have a condition that they approve withdrawals within 3 business days. They are breaking what they themselves have written, which I think is very bad for a casino. It says that the account does not need documentation as of now.

Thank you for your reply. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

No update, no money. 5000 nok should not be this hard to pay out. Its small coins. Just says alot about the casino i think. Thanks for your time, casino guru❤️