Monoplay Casino - A desistência do jogador foi rejeitada sem justificativa.

monoplay.com is trying to scam me leaving me with a very bitter experience.

It's getting so frustrating that i must cry out to you for your intervention on this matter.

On the 17th of January i made a withdrawal of 250 USD, almost immediately i received an email for account verification to process my withdrawal request which i have sent accordingly, after waiting for 4 days without receiving further updates or getting paid, I login my gaming account only to find out that my withdrawal was rejected, out of confusion i chatted their online support requesting for the cause of the withdrawal rejection but sadly what i keep getting are excuses.

Right now my withdrawal has been rejected without no reason given and I am strongly believe I will lost my money if i fail to make this compliant.

According to their terms and conditions, withdrawals take a maximum of 3 days, sadly my withdrawal stay for 4 days before rejection, now there is no hope of getting paid.

When I chat with them, their response are same, asking me to exercise patience without solution at the end making everything frustrating even more.

Below are the screenshots of my interactions with the management

Kind regards.

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 your complaint. I’m sorry to hear about your negative experience with Monoplay Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Were you asked for the verification documents again?
• Is the option for you to request a new payout available to you?
• Could you please list which documents the casino requested from you? Which documents did you submit and in which format?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification requirements, if available? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Eugene2,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas