Dispute Resolution
When you encounter a problem with your account, payments, or gameplay at Monsterwins, the right approach matters. This page explains what steps to take, where to direct your complaint, and what our editorial team can and cannot do to assist you. We’re not part of the casino operator, but we can help you understand the complaint process and point you toward the resources available.
How to raise a complaint with the operator
Start by contacting Monsterwins support directly. The operator maintains channels for customer issues — look for these on their official website. Document everything: the date of the issue, what happened, your account details, and any transaction reference numbers. Be clear and factual about what went wrong and what outcome you’re seeking. Keep copies of all communication.
If the initial response doesn’t resolve the matter, ask the operator about their formal escalation process. Most operators have structured complaint procedures with defined timelines. Write a formal complaint letter if needed, referencing your earlier contact and explaining why the initial response was unsatisfactory. The operator is required to provide clear information about how disputes proceed internally.
Where to direct unresolved disputes
If the operator’s internal process doesn’t satisfy you, Canada’s approach to gaming regulation is provincial. Gambling is licensed and regulated at the provincial level, not nationally. This means you’ll need to identify which provincial regulator oversees the operator’s license. That information should be available on the operator’s website.
Once you’ve identified the relevant regulator, you can file a formal complaint with them. They have authority to investigate breaches of licensing conditions and may intervene if the operator has failed to meet its legal obligations. Each province’s regulator provides guidance on complaint procedures and timelines. The operator’s website should list their licensing jurisdiction and the regulator’s contact details.
What we can and cannot help with
Our editorial team can explain the dispute process and point you to reliable resources, but we cannot investigate your specific complaint, pressure the operator on your behalf, or demand they pay you. We don’t have authority over the operator, and we’re not their complaints department.
We can help you understand how complaints work in your province, verify that you’ve taken the right steps, and direct you to the appropriate regulator. We cannot and do not accept complaints directly — if you have a dispute with Monsterwins, it must go to the operator first, then to the relevant provincial authority.
Support and resources for problem gambling
If gambling is becoming difficult, several provinces offer free, confidential support. The services below are funded by provincial health systems and available to anyone:
- Ontario: ConnexOntario, 1-866-531-2600 (24/7)
- British Columbia: Gambling Support BC, 1-888-795-6111 (24/7)
- Alberta: AHS Addiction Helpline, 1-866-332-2322 (24/7)
- Quebec: Jeu : aide et référence, 1-800-461-0140 (24/7, bilingual)
- Nova Scotia: Problem Gambling Help Line, 1-888-347-8888 (24/7)
If you’re outside these provinces, your provincial government health website will list the addiction support services in your area.