Monster Casino Reviews 

stay away from this casino if your loosing not a problem but when you win they block your account asking for more documents that you already gave them when you sighned up the gambling commission should step in and sort theese casinos out instead off banning bonus buys i figure i will now have a fight on my hands to get my winnings paid out

Really disappointed with this site.
I deposited due to the new customer offer. After 2 days of chasing as I didn't receive any bonus I was told that my account was marked as non-bpnus by the network provider (whatever that means).
So I have withdrawn my original deposit but have been charged £1.50 for the privilege.
Stay away from Monster Casino.

I’m the same as everyone else but just got a email saying they.have been taken over by a new company and all will be processed soon?????

Has anyone received this previous and is it just another way to make u wait?

If it’s a scam why are they even bothered to email????

In the same boat as everyone else. Provided everything they have asked for a still waiting over 6 weeks for my withdrawal. Does anyone have the directors email address?

Something needs to be done with this site I have been waiting 3 months for my withdrawal . I have sent all documents they asked for and they have said I will be paid 2 to 5 days ... that was over a month ago ...?40 emails sent but they ignoring me now I’m livid !!
Update
I have sent a complaint through resolver . not expecting nothing but it’s a start.

Update
Had my withdrawal finally!!

This company has owed me 800 pounds for over 3 months and getting nowhere with their customer support. Regardless of what you email they send the same reply which is they will be in touch with any update however there is never any update. Scammers

Anyone got his withdrawals?????
I have 8 weeks waiting for my money and they keep give me the same answers...
9 weeks now still waiting..
11 weeks now! Nothing

Pending withdrawal of £600 been a week now and no updates. I’m fully verified and have never had issues with deposits or withdrawals before.
Live chat offline - something is suspect with this company with all the withdrawal complaints recently.
They just keep telling me the same thing “we have escalated it to the relevant department”

Update - they are not ignoring my emails.

I have emailed loads of times now and they are just ignoring me……does anyone have the directors email address or someone I can contact to get this sorted?

22 days now since I did my withdrawal still waiting - get the same email - awaiting a reply for relevant department.
This company is a joke and someone needs to do something as they are still letting people deposit even though they are not paying. Got a standard which I think everyone got apologising for delay. I don’t care give me my money so I can close my account down

They have withheld my withdrawals now for nearly a month, supposedly for "Proof of Funds". I provided all the information they asked for but they still don't give me my money back.

Just keep getting excuses - they said they didn't receive my documents even though I got a confirmation email. Maybe they have financial problems?

SCAM SCAM SCAM SCAM

waiting for a £2,000 withdrawal, its been 4 weeks, all the emails are copy and paste, sent off the relevant documents and still nothing!! Please avoid!!! "Rest assured as soon as we gave an update we will contact you" messages are the same old crap. They don't care they have stolen people's money. We ALL need to report them to the gambling commission, the more complaints the better then maybe they will do something!!

*Update* 8 weeks and still not given me my money*

10 weeks and still no money
11 weeks and still no sign of my winnings. Emails being ignored, phone number doesn't exist.

26/7/21 they apologise for the delay and have released my winnings.

1 week later I'm still waiting for the money!!

Update - finally got my money!!! Right so you need to raise a complaint via the customer service ASAP just email them and tell them you are raising a complaint (complaints @thegracemedia.com)cause the service you have received. They then have 8 weeks to fix this (a joke I know), once that 8 weeks is up you can then open a case with ECOGRA but until the 8 weeks is up they just bounce the case back saying pls follow the complaint process. Once that 8 weeks is up raise a case and then make sure you tell eCOGRA it’s bene 8 weeks you raised a complaint etc. The casino will then come back and say you have not completed internal complaint process which you can prove to ECOGRA you have and then it will start to move and your money will be back with you soon. Make sure you keep screenshots of your withdrawal tab so you can send this to ECOGRA. Hope this helps there is also a lawyer that specialises in cases like this called green table legal.

Its been 7 weeks since i made a withdrawal via these and another casino called winners club who are also owned by Grace Media

I have found the managers on linked in and chased him which did seem to make a slight difference but still nothing, i have received 5 emails now for all different documents. Alot of the documents they request are the exact same as ones they have previously request. I have raised a case with Ecogra who have batted it back as i apparently haven't gone through there complaint process even though i have email and never get a response.

Please email customer support @thegracemedia.com and tell them youd like to raise a complaint and then you have to wait 8 weeks before you can raise it with Ecogra as they are meant to have 8 weeks and since i have done this cause i am now in the 7 weeks i do get responses alot quicker so i would advise strongly to do this

The Gambling commision are also aware of this if we could all email them to and get there license revoked until they sort this out i think that will help INFO@gambling commission.gov.uk and tell them you are a victim of the monster casino not paying out.

I will update this if i get my money if not i will be going to Ecogra and if that doesn't work i will be taking them to small claims court. I will try and keep this updated

Update coming to the end of 8 weeks still nothing (apart from couple more document emails) will be raising a case with Ecogra after this and see what they advise i spoke to the CEO on linked in who advised they have been asked to make some significant changes in there processes which has lead to a backlog of withdrawals hence the issue

Update - case raised with eCOGRA awaiting reply

Update - been over a week still no reply from ECOGRA yet writing to watchdog to

Update - been over 2 weeks not heard anything from Ecogra apparently they have 3 weeks to decide on the case, wrote to watch dog to awaiting a reply

Update - eCOGRA have replied and are speaking to them to see what’s happening

I made a withdrawal on 19th May for just over £1,000 - low and behold they needed documents “source of funds” before releasing any money. I uploaded them the same day and was advised 2 - 3 working days. It’s now been 10 working days and still I have received no update. I have chased pretty much everyday and get the same response “we will let you know when we have an update” - THEY NEVER HAVE AN UPDATE.

Then when asking for a telephone number for head office or an email address for a manager/or an email address for the team who are verifying documents - THEY CAN NOT PROVIDE.

Now when asking for an update they do not even respond, or when they do it’s to say as soon as they have an update someone will email me (no one emails). When going on live chat they end the chat without actually providing any help.

I can not believe how terrible the service is, the “customer service” agents have no customer service skills. Especially if you get Nicola.

Stay clear

Update 06/06/2021 - They now ignore all emails completely. Have started a dispute with eCOGRA.

Update 10/06/2021- Today I have been emailed asking for MORE documents, which I have gone on to upload to find I now have no access to my account. So I am unable to upload. - I also messaged a Senior Partner on LinkedIn - they advised they would pass over to the payments team, still no help.

Update 18/06/2021 - uploaded more documents as requested and still no further forward. The worst experience I have ever had.

Update 01/07/2021 - Sent more documents again last week, told to wait 3 working days which I have done - STILL NOTHING.

Update 07/07/2021 - Someone called Maira has been telling me for weeks that when they have an update I’ll get it - it’s almost been two months? Laughable

Update 18/07/2021 - refusing to pay out and the only reason I even got any kind of reply was because I asked/stated I would take all documents to the office in Manchester, apparently this is threatening behaviour.

I won a decent amount of money, as soon as I tried to withdraw they said I had to verify my account. Not a problem, that happens for every betting site. Weeks go by and the same message of you’ll get notified.
So I lose my temper and email back nothing too forceful but just telling them they need to give me my money. How it’s unfair they’re keeping it from me. Etc. They have now imposed a 6 month self exclusion without me accepting it.
I need advice on whether I can take them to court over this, surely they can’t do this. I’m owed money rightfully won.
Anyone would be angry over this service.

I wait same 2 week to check documents and allow payments this company team this is joke . All time this same messege we wait to uptade hahaha , all player will wait months to uptade in this shift place . Good luck . Never dont open account here guys!

Uptade - how know how contact with this team and take next step i wait now one month and support dont anwser for my emails and chat No working and i havent options contact. Epic joke xd

Its been a week and i still havent received my money. Im talking about100£. Imagine you withdtaw 1000£ or more you’ll probably never get you’re winnings

Where do I start.... had a couple of wins then hey presto they need full details of my financial standing before they can pay me out. Tried to contact them and just got same email every time saying I must provide the details in order to get paid.

AVOID THIS SITE LIKE THE PLAGUE !!!!!!!!!!!!!!! IT WILL RIP YOU OFF FOR SURE

I’ve been waiting since the 14/4/21 for my withdrawal extremely poor service so far will update accordingly!

- update
Monster casino keep requesting more and more information prolonging my withdrawal!
It’s almost been 6 weeks, information is never requested in a timely manor and customer service always revert back to “time scales” these time scales they don’t stick to them selves but hey “rest assure” they will email when they feel like it ..

Oh and don’t state you feel stressed over them withholding your payment even though this is a completely normal way to feel they will seek this as an opportunity to suspend you!

Still awaiting ..

Still waiting 14/7/21

Dont even bother...they are ok only when u deposit money..no questions asked...when you try yo withdraw .... nightmare...papers after papers after papers and even if u send everything and they supposed do the verification up to 3 days they just wasting your time chating with the live help that only lies to you and are puppet's not helping at all...avoid avoid avoid....going to post in all forums and going also to complain for start to askgamblers etc...and soon if they dont send the withdrawal to gambling comission

A few deposits and withdrawal were all good, 24 hour or so turn around with the withdrawal which is pretty acceptable. After another deposit and win, trying to withdraw again my withdrawal was left pending for a week. Upon asking for help with this I was alerted that I needed to upload documentation for the account verification, told that I should have received an email with this (which I never) I agreed and uploaded the documents and that was 4 weeks ago now, still not verified and in turn still not paid. Would avoid at all cost, once I FINALLY receive my funds I’ll be closing my account for sure!

Grace Media casinos, they use to be good, now if seems they are stalling on paying out, was a VIP at the group, sent documents 8 weeks ago for review (SOF/SOW) on the 18th March 2021 (same day as requested) , had a reply on the 19th March saying need more details so sent a massive email with all my details and full commentary on the 24th March 21, have not heard anything since, the each time I contact them they say still reviewing and now dealt with utmost urgency , will have a response in 7-10 working days! It's now 8 weeks, they show Ibas on their sites but they are with eCOGRA who are notoriously slow so would recommend if seeking a ADR to use Ask gamblers / POGG for mediation

My case has hit the 8 week deadline for a complaint to be handled, the options available are ADR you can also go down the route of small claims but have to make sure you go through the internal complaint procedure first (8 weeks from date of you notifying them of official complaint) otherwise the court will kick out the case, note you don't have to go down the ADR route nor have to use their preferred one, you can use small claims and even small claims if the ADR adjudicates against you. Make sure you follow the guidelines in terms of court speak to citizens advice and they tell you the process, if you don't follow the process it will get kicked out of court and you will end up wasting your fee, sorry to see all the bad comments they were good once, don't know what's happened, know nektan who sold the B2C side to Grace media / active win has been suspended by UKGC not sure if this has impacted them but either way something has changed, appreciate pandemic has changed the way people work but checking docs doesn't take 8 weeks, if you have nothing to hide and your source of funds or ID are all fine then take control back

Update after managing to speak to one of the directors this matter is now closed and I my withdrawal is being processed.