Monaco Jack Casino - A desistência do jogador está atrasada.

Hello. I registered with Monaco Jack casino 29/04/2026. On my second deposit I won €1808. They asked me to upload documents and eventually my account was verified in May, don't remember the exact date. I requested a withdrawal of €1000 27/05/2026 and it's been pending since then. I spoke with live chat agents multiple times and they've been telling me I should wait, they were checking and so on. Now when I try contacting them, they don't even respond, live chat is unavailable. I can still log in to my account though.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play with your second deposit?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a screenshot or a link to it.
• When was the last time the casino communicated with you regarding the delay in processing your withdrawal request? Have you tried contacting them via email, since live chat is unavailable to you?

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

Best regards

Veronika

Hello Veronika,

1. I played a slot called Merge up, the same one as for my 1st welcome bonus
2. I had bonus balance but I managed to win €1808 with my real funds, so I didn't really accumulate my balance with the help of the bonus. The €1808 win was cash money and the bonus eventually got cancelled. Cash and bonus balance are separate on their site
3. I can't even say when they spoke to me the last time, probably about a month ago. I tried emailing them too but there has been no reply so far. Live chat only has automatic replies saying they are checking the information and will get back to me. But they don't really reply after that

Dear player569d

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, Barbora (barbora.p@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,

Veronika

Hello. Thank you for the update Veronika.

Dear player,

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

Dear Monaco Jack Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello Barbora, nice to meet you. Thanks for your help.

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.

Dear Player,

I have attempted to contact the casino multiple times; however, unfortunately, I have not received any response from their side. Without the casino’s cooperation, there is very little more we can do at this stage. For this reason, I will now mark the complaint as unresolved in our system.

I understand this is not the outcome you were hoping for. Please note, however, that unresolved complaints negatively affect the casino’s rating on our website, which may encourage the casino to improve its approach in the future. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA), also known as Anjouan Gaming, by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in situations like this.

For guidance on how to effectively submit your complaint to the regulator, please see: https://casino.guru/submitting-complaints-to-the-regulator. If you need any assistance with the submission process, or if you receive a response from the regulator, please don’t hesitate to contact me at barbora.p@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Kind regards,

Barbora