MonsterWin Casino - všeobecná diskuze (strana 7)

I only play small amounts so that I have some activity in my account every day. Nothing that would take me more than 10-20€

Try to use a VPN, because this is due to your country's restrictions, actually.

I see that it all has been resolved in your complaint now, so I'm glad it worked out for you even though you had to wait a bit, right?

I want to warn other players about my experience with this casino.

This casino does not appear to have any Responsible Gambling terms and conditions listed on their website. Despite this, I repeatedly contacted them to close my account and stop further gambling activity. I have sent more than 10 emails requesting account closure, but my requests were completely ignored and no action was taken.

In addition to this, the casino refused to pay the promised cashback, without providing any explanation or referring to any terms and conditions. I received no clear reason for the refusal, despite asking multiple times.

To summarize:

No visible Responsible Gambling or self-exclusion policy

Multiple written requests to close my account were ignored

Cashback was refused without any reason or justification

Communication from support has been inadequate or non-existent

In my opinion, this behavior is highly irresponsible and raises serious concerns about player protection. I believe this casino should be investigated and potentially blacklisted to protect other players.

I am happy to provide email evidence and screenshots if needed.

This is the proof of live chat

Hello, did you include any of that in your complaint? I can't help myself, but it seems like you got this situation out of the blue. If you want something investigated, share that through the complaint and keep it going. Instead, you marked it as resolved.

To be honest, I could not find any real issue captured on those screeenshot, you did not mention why you want your account to be closed; instead, you mentioned that you went for refunds through Caiso Guru and expressed an overall disappointment with services.

However, I understand that you sent an email and were unable to receive a response within a few days, a situation that live chat cannot resolve. That is sadly normal; as stated in the rules, self-exclusion is solely made through email.

In any case, casinos will act similarly unless you clearly state gambling issues. Since it is not clear what motivated you to request the account closure, I mentioned this for better context.

In any case, thank you for sharing. I'm glad the situation was resolved.

Hello Radka,

Thank you for allowing me to clarify further.

After I marked the complaint as resolved, the casino continued sending me promotional messages. Because of those promotions, I changed my mind temporarily and made an additional €560 deposit, which I then lost.

From my experience, this raises serious concerns regarding responsible gambling and player safety. Despite my repeated requests for self-exclusion via email, no action was taken, and instead I continued to receive promotions encouraging further deposits.

To summarize clearly:

I requested self-exclusion/account closure multiple times via email

Those requests were not acted upon or properly acknowledged

Live chat only provided copy-paste responses without resolving the issue

Promotional messages were sent instead of enforcing self-exclusion

As a result, I deposited and lost an additional €560

This is why I believe the complaint was not genuinely resolved and why I am disappointed with how responsible gambling procedures were handled in this case.

Thank you for reviewing this additional context.

Best regards,

Hello Radka,

Here is the proof of my self-exclusion request sent by email.

Please note that this is not the first email — I have sent multiple emails with the same request, and no action was taken on any of them.

Despite these clear requests, my account remained active and I continued to receive promotional messages instead of confirmation or enforcement of self-exclusion.

Thank you for reviewing the evidence.

Hello, thank you for those updates. I believe we come across the common expectation here, and I'd like to use this opportunity for a brief recap:

Asking for Self-Exclusion without mentioning a gambling problem is, from the industry perspective, "just" an ordinary account closure request. It is also addressed quite differently.

If any player feels his health is at risk, it is absolutely necessary to follow the casino's responsible instructions and state, e.g., "I request immediate self-exclusion due to gambling addiction." Once this is clearly stated, the casino must act within a reasonable time period without trying to persuade the player to change his mind. That's basically the difference between a gambling harm measure and a common account closure.

When you say "responsible account closure," it suggests that you want to close the account responsibly, given the other details.

Hello Radka,

Thank you for your explanation. However, I strongly disagree with the distinction being made here, and I believe it highlights a serious issue.

I explicitly requested self-exclusion / permanent account closure multiple times via email. Whether or not I used the exact words "gambling addiction" should not determine whether my request is taken seriously or acted upon in a timely manner.

From a player-protection and responsible gambling perspective:

A clear written request to self-exclude or permanently close an account should be sufficient

Ignoring such requests while continuing to send promotional messages is irresponsible

Expecting players to use specific "trigger phrases" to receive protection places the burden on the player, not the operator

Responsible gambling measures should be proactive, not semantic

Furthermore, continuing to send promotions after multiple closure requests directly contributed to further losses. This outcome could have been avoided had my requests been properly acknowledged and enforced.

Responsible gambling is not only about reacting to explicit admissions of addiction — it is also about respecting a player’s clear wish to stop gambling and preventing further harm.

For these reasons, I do not consider this situation genuinely resolved, and I believe it raises valid concerns about how self-exclusion and player safety are handled in this case.

Thank you for allowing me to clarify my position.

Best regards,

Wali19

I don’t understand how Casino Guru can give such a high rating to a casino like MonsterWin.

There are repeated and consistent reports of serious issues: ignored self-exclusion and account closure requests, delayed withdrawals, VIP bonuses offered to encourage deposits and then refused, and poor or non-existent communication. Responsible gambling information is either missing or not enforced in practice.

If you look at Trustpilot and other review platforms, the feedback is overwhelmingly negative, and most players describe the same problems, not isolated incidents.

Despite this, the casino keeps a high star rating, which suggests the rating system focuses more on terms "on paper" and complaints being marked as resolved, rather than on real player experiences and actual casino behavior.

From a player’s perspective, this creates a serious disconnect and makes the rating difficult to trust as an indicator of safety or fairness.

Hello everyone,

I am a VIP player at MonsterWin Casino, and I am still facing issues with my €116 cashback, which was confirmed in writing by my VIP manager on 15 January 2026. Only €30 has been credited, and the remaining cashback was denied without explanation.

I have contacted support multiple times via live chat and email. The live chat responses are always polite and follow the same template: they apologize, say the issue has been forwarded to the VIP manager, and promise someone will contact me. However, nothing happens, and my cashback has still not been credited.

To summarize the issue:

My account was reopened automatically after a VIP offer, and I deposited €560.

The remaining cashback was denied without explanation despite written confirmation.

Support acknowledges the problem but takes no real action.

I have screenshots of the live chat, emails, and the original VIP confirmation.

Has anyone else experienced this with MonsterWin Casino? I would appreciate advice on how to ensure the promised cashback is actually credited, as live chat responses alone do not seem effective.

Thank you for any guidance.

This is the proof of agreement

Thanks for the detailed follow-up.

At this point, it’s important to separate the issues, because they are starting to overlap in a way that isn’t helpful to you as a player.

Your initial request or as you said, requests, concerned account closure/self-exclusion. However, after marking the complaint as resolved, it seems that you chose to re-engage with the casino, accepted a VIP offer, deposited again, and continued playing. From that moment on, the situation no longer falls under an active self-exclusion or responsible gambling enforcement scenario.

Player protection is not one-sided. Players also carry responsibility for how their situation is communicated. If gambling addiction or loss of control is part of the situation, stating that clearly is one of those responsibilities.

Without such information, the casino has no basis to treat the request as a responsible gambling measure and will handle the player as a regular leisure customer.

This doesn’t invalidate how you feel about the earlier communication, but it does change the context. A player cannot be simultaneously considered self-excluded while actively accepting bonuses, depositing, and engaging with VIP offers.

The cashback issue you’re now raising is a separate matter related to bonus handling and VIP communication, not responsible gambling enforcement. If you wish to pursue that, it should be treated strictly as a bonus dispute, without mixing it with self-exclusion arguments, as that only weakens your position.

Our goal here isn’t to defend casinos but to help players avoid assumptions that work against them later. Clear intent, consistent actions, and keeping issues separated are crucial, especially in situations like this.

I expect more to be investigated in the complaint, of course.

Hello Radka,

Thank you for the clarification. I agree that the issues should now be treated separately, and I will do so going forward.

To be clear, I am not claiming active self-exclusion at the time of the VIP offer. My current concern is strictly a bonus / cashback dispute.

The facts are simple:

On 15 January 2026, my VIP manager confirmed in writing a 20% pure cash cashback (€116) on my deposit

Only €30 was credited

The remaining amount was later denied without explanation, despite the written confirmation

Live chat repeatedly confirms the issue was forwarded to VIP, but no resolution or explanation has followed

This is not a misunderstanding of terms or conditions — it is a case where a VIP agreement was confirmed and then not honored, with no transparent justification provided afterward.

I have screenshots of:

The VIP confirmation

Deposit history

Live chat conversations acknowledging the issue

I would therefore like this to be reviewed strictly as a bonus dispute, based on the written agreement, without mixing it with previous account-closure discussions.

Thank you for looking into this further.

Best regards,

Wali19

Hello, I appreciate this clarification. So, please do not mind much my quite complex response. 🙂

As long as the information is also clear in the complaint, I guess I won't bother you further.

I'm glad you are okay, though.

I want to provide an update regarding my ongoing complaint about MonsterWin Casino and my VIP cashback issue.

Today, I received emails from my VIP manager, Jay, regarding my account and VIP cashback:

Jay acknowledged a "slight oversight" on a €11 deposit and credited €3 pure cash for that deposit.

In the same time frame, my account was closed, supposedly "upon my request."

I want to make it very clear:

My main VIP cashback of 20% pure cash on my €560 deposit made on 30/01/2026 has still not been fully credited. Only €30 has been applied, leaving €82 outstanding.

The account closure does not resolve or cancel the promised cashback. Closing my account before resolving the VIP cashback is completely unacceptable.

I have proof of the original VIP agreement in writing (emails dated 15/01/2026), showing this cashback was promised with no wagering requirements.

I have already contacted support and live chat multiple times, but the responses are always copy-paste messages stating that the issue is "forwarded to VIP." Nothing has been done yet regarding the €82 remaining cashback.

I am now requesting:

Immediate credit of the remaining €82 VIP cashback.

Written confirmation that this will be applied and a clear timeframe.

This update shows that MonsterWin continues to mishandle VIP agreements and account management, even while claiming to follow responsible gambling standards. I hope this helps other players see the risks of relying on promised VIP offers.

Screenshots of emails, live chat, and deposit history are available for anyone who wants proof.

I am keeping this updated on Casino Guru as this issue remains unresolved.

Update:

The VIP manager now claims that my €560 deposit from 30/01/2026 "does not appear in their records," despite the fact that:

the deposit was successful

the funds were used for gameplay

partial cashback (€30) was already credited

A casino cannot accept funds, allow play, and later deny the existence of the deposit to refuse cashback.

I can provide payment confirmations and transaction IDs. This now appears to be either an internal accounting error or a refusal to honor a confirmed VIP agreement.

I would like to comment on the current High Safety Index given to MonsterWin Casino, based on my ongoing experience.

I understand that the Safety Index is calculated mainly on policies, licensing, and cooperation "on paper." However, my case highlights a clear gap between those policies and the actual treatment of players in practice.

In my situation:

A VIP cashback (20% pure cash, no wagering) was confirmed in writing by the VIP manager.

Only a small part of this cashback was paid.

The casino later claimed that a €560 deposit "does not appear in their records," despite the fact that the deposit was used for gameplay and partially rewarded.

The account was closed while a financial dispute was still unresolved.

Live chat repeatedly acknowledged the issue but provided no resolution or timeline.

While this may technically fit internal procedures, from a player’s perspective this creates real financial risk and uncertainty — especially for VIP players relying on written agreements.

I believe cases like this are relevant when assessing not only written policies, but also how reliably a casino honors confirmed offers and handles disputes in real situations.

I am sharing this to give other players a realistic picture and to highlight that a high safety rating does not always reflect the full player experience.

Update – Casino’s Final Position

I have now received a further email from my VIP manager (05/02/2026), where the casino claims that the 20% Pure Cash offer was not retroactive and therefore does not apply to my €560 deposit made on 30/01/2026.

However, this explanation directly contradicts the casino’s own actions:

The €560 deposit was accepted and used for gameplay.

A partial cashback of €30 was already credited in relation to this same deposit.

Only the remaining €82 was later denied.

If the offer truly did not apply to this deposit, no cashback should have been credited at all. Crediting part of it and later denying the rest shows either an internal error or selective enforcement of terms.

Additionally, the original VIP offer (15/01/2026) did not clearly state that it applied only to future deposits. Any ambiguity in bonus terms should be interpreted in favor of the player.

Finally, my account was closed while this financial dispute was still unresolved, which is not an acceptable resolution.

I maintain my request for:

Payment of the remaining €82 VIP cashback

A clear explanation for why €30 was paid if the offer allegedly did not apply

I can provide the full email correspondence and transaction proof upon request.