Monaco Jack Casino - A desistência do jogador está atrasada.

Good morning, I sent a withdrawal request for €130 on May 29, 2026, but it still hasn't been processed.

I have tried to contact support via chat several times but they don't respond to messages.

I attach the screenshots

Buongiorno, ho inviato la richiesta di prelievo di euro 130 il giorno 29 maggio 2026 ma ancora non mi è stato effettuato.

Ho provato diverse volte a contattare l’assistenza via chat ma non rispondono ai messaggi.

Allego gli screenshot

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Dear maxthefox,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino when you attempted to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Good evening, thank you for replying. I'll answer your questions in order:

1) I have never withdrawn from the casino in the past

2) I have successfully completed the KYC verification

3) I have never used bonuses but only real balance

4) I attach here the screenshots of the chat with the casino from which you can see that they are no longer answering me

Buonasera grazie per avermi risposto, ora le rispondo in ordine alle sue domande:

1) non ho mai prelevato dal casinò in passato

2) la verifica KYC l’ho completata con successo

3) non ho mai usato bonus ma solo saldo reale

4) allego qui gli screenshot della chat con il casinò dalle quali si vede che non mi rispondono più

Dear maxthefox,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear maxthefox,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Monaco Jack Casino to join this conversation and assist in addressing the complaint.

Dear Monaco Jack Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

maxthefox

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. In the meantime, I recommend you contact an alternative dispute resolution service (https://anjouangaming.com/resources/authorized-adr-providers/) and submit a complaint to them. These services are approved by the Gaming Authority and have better options and tools to assist players. I am sorry I could not be of more help on this occasion.

Regards,

Munya Shumba

Casino Guru