Home Complaints Monster Casino - Player didn’t receive his withdrawal.

Amount: Can$2,800

Monster Casino - Player didn’t receive his withdrawal.

5.8/10 Questionable reputation Submitted: 23 Aug 2019 | Resolved : 18.09.2019
Our verdict

Case closed

RESOLVED

Case summary

300 days ago - 18 Sep 2019

After an unsuccessful wire transfer Rob, a player from Canada, tried to inform the casino about his problems with the wire transfer. Casino first promised to investigate the case but later didn't react whatsoever. The player is frustrated and believes that the casino is fraudulent.

Public

I had requested a withdrawal of my account after it was closed. There was $2800 to be wire transfer to myself. I gave them all the information necessary to do the wire transfer. They did send a wire transfer on July 28th, but because information was missing the transfer was sent back on August 6th. I sent Monster Casino the email from the bank stating this and proof that the deposit wasn't made. August the 15th was the last time they communicated with me saying they will look into it. I've called several times (no answer) and sent several emails but no response in over a week.  They got me thinking they are a fraudulent casino because of their unprofessional behaviour of not returning phone calls or emails.  Also, what kind of casino can't do a simple wire transfer properly.  It was a simple mistake that could easily could have been fixed. It's been about a month and I still don't have my money.

Public

Hello Rob.

Thank you very much for contacting us. I would like to ask you to send to ([email protected]) the proof that you didn’t receive the money. With this proof, we will start our investigation. Meanwhile, we will ask Monster Casino to look into the case again. The Monster Casino has a Good rating from us, and we believe we will find a solution.

Regards, Matej

Public

Sorry for taking so long to respond. Didn't realize it. Since my complaint, the website has contacted me and said that they haven't received the returned yet and until they do they can't send it back to me.  I've asked the bank for proof it was sent back on August the 6th, and forwarded to the website.  I will forward the information you desire and more by email. My email address is [email protected]   Is there a charge for your help? If so what is it?

Public

Hello Rob. 

Our service is completely free of charge. Thank you for submitting your evidence. Now we will contact the casino and try to speed up the process. 

Regards, Matej

Public

Thank you so much.

Public

I am sorry Rob, solving your complaint is time-consuming. In case you have any updates, please post them here. 

Regards, Matej

Public

I have no update. The casino still hasn't given me my money. They still owe me $2800.00  They haven't contacted me in over a week. Last thing said to me was that they won't issue me another wire transfer until they have received the money back from their failed wire transfer.  I sent them proof that it was sent back on august the 6th, that they didn't send it properly, but they don't seem to care to resolve this issue. From my perspective, they closed my account, emptied it, and kept the money. It can't be difficult to send a wire transfer, so this questions their legitimacy as an honorable website. Because of this ridiculous customer service I,ll never go back there. It's really too bad because I enjoyed the site very much until this withdrawal issue occured.

Public

Hello Rob, 

Sorry for the inconvenience caused. We are investigating on this and will let you know once we get an update. 

 

Thank you.

Public

From the information given to me by the bank, the money was transferred back on august the 6th, today is September 9th.  The casino's investigation to validate they have received their money back, should not take this long. Whoever sent the bank transfer, SCREWED UP. Please send me my money immediately.

Public

We believe that the evidence provided by Rob is sufficient. (received by email) It clearly shows that the money never reached his account. We also believe that the Monster Casino should be able to track the payment and speed up the entire process since it was refunded more than a month ago (6th of August) and Rob is still waiting for his withdrawal.

Public

I sent Monster Casino another email yesterday, and of course no response. I think I'm going to pay the $100 bank fee to Central One and trace the funds to get more proof Monster Casino was refunded their transfer. My bank believes the hold thing is a scam. I will forward you the latest email from my bank.  Thank you for your support casino-au.guru.  Cheers

Public

I sent Monster Casino another email yesterday, and of course no response. I think I'm going to pay the $100 bank fee to Central One and trace the funds to get more proof Monster Casino was refunded their transfer. My bank believes the hold thing is a scam. I will forward you the latest email from my bank.  Thank you for your support casino-au.guru.  Cheers

Public

Hello Rob.

Do you have some update about your issue? In case that Monster casino didn't reply to you, we will close the complaint as unresolved. Evidence provided by you is sufficient, and this complaint will also affect the Monster casino’s rating. You/Monster casino can reopen the complaint anytime. We're really sorry about your negative experience.

Public

I will forward you some recent emails.  It looks like Monster Casino did not receive the wire transfer back.  Which means the banks are at fault. They have the money and God only knows how long this will take for this to resolve itself. I no longer believe monster Casino is fraudulent in anyway so please don't allow this situation to affect their rating. I believe the Casino has done all they can for now and it's not their fault. This is just an unfortunate situation wish I hope resolves itself soon. Cheers

Public

Thank you very much for the update, Rob.

 

I hope somebody will find out where your money is. I understand that this situation is very extraordinary and probably won't happen again. Thank you for your amazing patience. I will close the complaint for now. In case you don't receive the money or find a solution in a reasonable period of time, please reopen this complaint.

 

Cheers,

Matej