MonsterWin Casino - Η ανάληψη του παίκτη καθυστερεί.

Hello, I have requested a withdrawal since 6/11/2025. I have made a withdrawal in the past without any delay. My money was received within two or three days. In my last withdrawal, after 15 days, the casino asked me to verify my identity. So I sent the documents and they took another 10 days to check them. Then they told me that two of the documents I sent them were invalid. I corrected them and sent them back. Since then, I have not received any response. I enter the live chat almost daily and they keep telling me the same thing. On the casino site, they say that verification takes up to 24 hours. Keep in mind that I did not use bonus money, it was a pure deposit.

Γεια σας έχω ζητήσει ανάληψη από τις 6/11/2025 Έχω κάνει ανάληψη στο παρελθόν χωρίς κάποια καθυστέρηση τα χρήματα μου έμπαιναν εντός δύο ή τριών ημερών στην τελευταία μου ανάληψη λοιπόν μετά από 15 μέρες μου ζήτησε το καζίνο να κάνω ταυτοποίηση Έστειλα λοιπόν τα χαρτιά και έκαναν άλλες 10 μέρες να μου τα ελέγξουν έπειτα μου είπανε ότι δύο από τα χαρτιά που τους έστειλα δεν ήταν έγκυρα τα διορθώσα και τους τα ξανα έστειλα Από τότε δεν έχω λάβει κάποια απάντηση μπαίνω σχεδόν καθημερινά στο live chat και μου λένε συνέχεια τα ίδια και μέσα στο site του καζίνου λένε ότι η επαλήθευση κρατάει ως 24 ώρες Υπόψιν ότι δεν χρησιμοποίησα μπόνους χρήματα ήταν καθαρή κατάθεση

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent ones?
2. Which of your documents were rejected during the KYC?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?
5. What types of games did you play at this casino?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.