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Monster Casino - wont pay out


Found for the Player - Monster Casino has informed us that they will not cooperate with this service to manage player complaints.

Read our Monster Casino Review.

Player's Complaint

I have been trying to get a withdrawal since the 03/05 I got advised it would be 8 weeks and no one gets in touch

One is from the winners club casino and the other is from monster casino they are both owned the same umbrella companY GRACE media and there seems To be 100s of other people having the same issue

I have raised a complaint and got promised it on the 10th now no one replies to the complaint

I have spoke to the customer service team

Who now just cut me off

I really hope you can help with this

Read the casino review

6 Responses

User icon
May 26, 2021

Hi keeno - welcome to!

Please ensure you have read our Complaint Guidance to ensure that fully you understand how our complaint management process functions.

Unfortunately you’ve chosen to play with an operator who historically has refused to cooperate with this service. While we will try to contact the operator on your behalf, it is a near certainty that they will refuse to discuss this complaint.



User icon
May 27, 2021


Thanks for your Cooperation

If they refuse to deal with it

Where do i go next

How do i escalate this after?

Do you know how other people have got there cases resolved?

As they tell me to use Ecogra but they take weeks to reply



User icon
June 15, 2021


Is there any update. ??

User icon
June 27, 2021

Hi keeno,

Sadly this operator has informed us that they will not cooperate with the management of complaints via this service. At this juncture we have no reasonable expectation of this changing.

All we could suggest is contacting the operators ADR, eCOGRA. Alternatively, if you wished to consider legal action our understanding is that offer a no win no fee service that specialises in the remote gambling sector.

Sorry we could not be of further help.


User icon
July 5, 2021


This is happening with what seems 100s of other people (check trust pilot)

ECOGRA don’t really do anything they just ignore your emails and don’t reply.

Can we not do something to stop this happening as they are scamming a lot of people out of money

I appreciate your time spent on this and sorry to keep questioning you


User icon
July 11, 2021

Hi keeno,

As stated previously, there is nothing further we can do to assist you. You need to be patient and await the outcome of eCOGRA's investigation.



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keeno consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Monster
  • United Kingdom Gambling Commission
  • Gibraltar Gambling Commission
  • Nektan (Gibraltar) Limited

May 25, 2021

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