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Dear Sirs

I would like to express my concern and request clarification regarding the unexpected blocking of my account on the Monster Win platform.

I used the bookmaker responsibly and transparently, placing some bets and, fortunately, making some financial gains. However, after some time of use, my account was blocked without any prior warning or clear justification, and I was only informed that it is "under review".

I would like to understand, objectively and in detail, the reasons why my account is undergoing this process, given that, to date, I have not committed any infraction of the platform's rules or terms of use. I emphasize that I have always acted in full compliance with the policies established by Monster Win.

It should be noted that I got to know and started using the platform after finding it recommended on the Casino Guru website, which is known for evaluating and recommending reliable bookmakers with a good reputation. It was precisely because of this credibility that I chose Monster Win as my betting platform.

In view of this, I ask, with the utmost urgency and cordiality, that this case be analyzed carefully and that my account be unblocked or, at the very least, that I receive my money. I am happy to help with any necessary checks.

I look forward to hearing from you.

I want my money!

Prezados(as),

Venho, por meio deste, manifestar minha preocupação e solicitar esclarecimentos a respeito do bloqueio inesperado da minha conta na plataforma Monster Win.

Utilizei a casa de apostas de forma responsável e transparente, realizando algumas apostas e, felizmente, obtendo certos ganhos financeiros. No entanto, após algum tempo de uso, minha conta foi bloqueada sem qualquer aviso prévio ou justificativa clara, sendo-me informado apenas que ela está "sob revisão".

Gostaria de entender, de maneira objetiva e detalhada, os motivos pelos quais minha conta está passando por esse processo, visto que, até o momento, não cometi nenhuma infração às regras ou aos termos de uso da plataforma. Reforço que sempre atuei em total conformidade com as políticas estabelecidas pela Monster Win.

Cabe destacar que conheci e passei a utilizar a plataforma após encontrá-la recomendada no site Casino Guru, que é conhecido por avaliar e indicar casas de apostas confiáveis e com boa reputação. Foi justamente por essa credibilidade que escolhi a Monster Win como plataforma para minhas apostas.

Diante disso, peço, com a máxima urgência e cordialidade, que este caso seja analisado com atenção e que minha conta seja desbloqueada ou, ao menos, que eu receba meu dinheiro. Estou à disposição para colaborar com qualquer verificação necessária.

Aguardo retorno.

Quero meu dinheiro!

Dear Assuzinho10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

Dear Sirs,

I hereby express my dissatisfaction with the blocking of my account and request an immediate solution to the problem.

I would like to clarify that I have focused my activity on the E-sports market, which is a legal segment and available on the platform. In addition, I have completed the email verification as requested, complying with the basic account authentication requirements.

I emphasize that I have not violated any of the house rules and, therefore, there is no plausible justification for blocking my account or withholding my funds. I immediately request that my account be unblocked and my available balance refunded in full, as my winnings were acquired legitimately and in accordance with the platform's terms.

If my request is not met within a reasonable time, I inform you that I am already in contact with a specialized legal team and will take the necessary legal steps to guarantee my rights, including, if necessary, legal action for civil liability and the opening of proceedings with the competent regulatory bodies.

I await an urgent and definitive response.

Sincerely,

[Assuzinho10]

Prezados,

Venho por meio desta manifestar minha insatisfação com o bloqueio da minha conta e solicitar uma solução imediata para o problema.

Esclareço que concentrei minha atividade no mercado de E-sports, segmento legalizado e disponível na plataforma. Além disso, concluí a verificação de e-mail conforme solicitado, cumprindo com os requisitos básicos de autenticação da conta.

Reforço que não infringi nenhuma das regras da casa e, portanto, não há justificativa plausível para o bloqueio da minha conta ou retenção dos meus valores. Solicito, de forma imediata, o desbloqueio da conta e a restituição integral do saldo disponível, uma vez que os ganhos foram adquiridos de maneira legítima e conforme os termos da plataforma.

Caso minha solicitação não seja atendida em tempo razoável, informo que já estou em contato com uma equipe jurídica especializada e tomarei as devidas providências legais para garantir meus direitos, incluindo, se necessário, ação judicial para responsabilização civil e abertura de processo junto aos órgãos reguladores competentes.

Aguardo uma resposta urgente e definitiva.

Atenciosamente,

[Assuzinho10]

Dear Assuzinho10,

thank you for your reply.

Do I understand correctly that you only played Esports betting?

Can you access you game history and share it with me, please? Kindly send it to my email.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Hello,

thank you for your reply.

Could you kindly answer my question, whether you have participated only in sports betting?

Have you played any slots, table games or live casino, please?

Have you forwarded your communication with casino to my email katarina.d@casino.guru? I was unable to locate your email.

Looking forward to your reply,

Katarina

Hello,

Thank you for your message.

Yes, I have participated in sports betting. Although there are various types of betting available, such as virtual FIFA games and basketball, my bets are mainly on virtual basketball, which is the type of betting I invest in most often.

I'm happy to provide any further information you may need.

Olá,

Agradeço pela sua mensagem.

Sim, já participei de apostas esportivas. Embora existam diversas modalidades disponíveis, como jogos virtuais de FIFA e basquete, minhas apostas se concentram principalmente no basquete virtual, que é a modalidade em que costumo investir com mais frequência.

Fico à disposição para qualquer outra informação que precisar.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Assuzinho10,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite MonsterWin Casino representative to join this conversation.

Dear MonsterWin Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka,

I would like to report a problem I am having with MonsterWin Casino.

I found MonsterWin Casino through the Casino Guru platform and, as I found the site's reputation reliable, I decided to create my account and place bets. Everything went smoothly until, suddenly, my account was blocked and I was prevented from withdrawing the amount of R$4,000.00 that was available.

I contacted the casino's support several times, but got no concrete solution. That's when I decided to seek help from you. I would like to point out that I am an experienced gambler, I know the rules well and I am convinced that I have not broken any of them.

Last week, the casino's support said that they had sent an e-mail, which they did not. Even so, I sent all the information requested, as follows:

Account number

Agency

Full name

Bank name

Branch location

E-mail address

Name of account holder

Despite this, to date the payment has not been made and I still haven't heard anything back from the company.

I would like to reinforce my request for MonsterWin Casino to come forward and resolve this issue as soon as possible. I would like to take this opportunity to leave you my Pix key, should you choose to pay directly:

If the problem is not resolved amicably, I hereby inform you that I will take the appropriate measures with my legal team in order to ensure my rights.

Thank you for your attention and I look forward to hearing from you.

Prezada Mirka,

Venho relatar um problema que estou enfrentando com o Cassino MonsterWin.

Encontrei o Cassino MonsterWin através da plataforma Casino Guru e, por considerar a reputação do site confiável, decidi criar minha conta e realizar apostas. Tudo transcorreu normalmente até que, de forma repentina, minha conta foi bloqueada e fui impedido de sacar o valor de R$ 4.000,00 que estava disponível.

Entrei em contato com o suporte do cassino diversas vezes, mas não obtive nenhuma solução concreta. Foi então que decidi buscar ajuda com vocês. Ressalto que sou um apostador experiente, conheço bem as regras e tenho plena convicção de que não infringi nenhuma delas.

Na semana passada, o suporte do cassino informou que havia enviado um e-mail, o que não ocorreu. Mesmo assim, encaminhei todos os dados solicitados, conforme segue:

Número da conta

Agência

Nome completo

Nome do banco

Localização da agência

E-mail

Nome do titular da conta

Apesar disso, até o momento o pagamento não foi realizado e continuo sem qualquer retorno efetivo por parte da empresa.

Gostaria de reforçar minha solicitação para que o Cassino MonsterWin se manifeste e resolva esta pendência com a maior brevidade possível. Aproveito para deixar minha chave Pix, caso optem por realizar o pagamento diretamente: assuiglesias10@gmail.com

Caso o problema não seja solucionado de forma amigável, informo desde já que tomarei as medidas cabíveis junto à minha equipe jurídica, a fim de assegurar meus direitos.

Agradeço pela atenção e aguardo um posicionamento.

Dear Assuzinho10,

Kindly note that we have contacted you on your email to provide us your CPF number.

Thank you for the cooperation.

Kind regards,

MonsterWin Casino team

Dear MonsterWin Casino Team,

Thank you for your feedback.

I would like to inform you that I have already sent you my CPF number as requested.

I remain at your disposal for any further information you may require.

Prezado(a) Equipe do MonsterWin Casino,

Agradeço pelo retorno.

Informo que já enviei meu número de CPF conforme solicitado.

Fico à disposição para qualquer outra informação que se faça necessária.

Dear Assuzinho10,

Could you please confirm, if you have received any update from the casino?

Thank you.

Update on casino contact

Yes, I received an update from the casino three days ago. They contacted me by email and also through Casino Guru, asking for my CPF so they could make the payment.

However, to date, the amount has not been paid and there has been no feedback from them since.

I look forward to hearing from you

I remain at your disposal.

Thank you.

Atualização sobre contato do cassino

Sim, recebi uma atualização do cassino há três dias. Entraram em contato comigo por e-mail e também por meio da Cassino Guru, solicitando meu CPF para a efetivação do pagamento.

Contudo, até o momento, o valor ainda não foi pago e não houve mais nenhum retorno por parte deles desde então.

Permaneço no aguardo de uma posição

me coloco à disposição.

Obrigado.

Dear MonsterWin Casino,

Could you please confirm, if there has been any update in the player's verification and withdrawal process?

Thank you.

Dear all,

I would like to confirm that there has been an update to the verification and withdrawal process. The amount of R$4,396.00 was canceled by the platform and, as requested, I have sent all the bank information needed to complete the withdrawal, including:

IBAN code

Pix key

Bank account number

Bank address

My full name

I look forward to the payment being settled and am happy to provide any additional information if required.

Prezados,

Gostaria de confirmar que houve, sim, uma atualização no processo de verificação e retirada. O valor de R$ 4.396,00 foi cancelado pela plataforma, e, conforme solicitado, enviei todas as informações bancárias necessárias para a finalização da retirada, incluindo:

Código IBAN

Chave Pix

Número da conta bancária

Endereço da instituição bancária

Meu nome completo

Permaneço no aguardo da regularização do pagamento e estou à disposição para fornecer qualquer informação adicional, caso necessário.

Dear Assuzinho10,

Thank you for providing us the requested info.

The appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind regards,

MonsterWin Casino Team

Dear All,

We are pleased to inform you that Assuzinho10's withdrawal request of 4 396.00 BRL has been successfully completed.

Thank you for the cooperation.

Kind Regards,

MonsterWin Casino Team

Dear Assuzinho10,

Could you please confirm, you have received the mentioned withdrawal?

Thank you.

Subject: Confirmation of receipt

Dear Sirs,

I can confirm that the withdrawal amount has now been duly received.

Thank you for your attention and support, especially the Casino Guru team, whose help was fundamental to resolving the case.

Assunto: Confirmação de Recebimento

Prezados,

Confirmo que o valor referente ao saque já foi devidamente recebido.

Agradeço pela atenção e pelo suporte prestado, em especial à equipe do Casino Guru, cuja ajuda foi fundamental para a resolução do caso.

Dear Assuzinho10,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru