Monaco Jack Casino - Jugador solicita ayuda luego de un problema con su cuenta.

Hello, I reported some game issues and my account has been reopened. Could you help me? The game manager wasn't taken seriously.

bonjour j'ai signalé des problèmes de jeux mon compte a été reouvert, pourriez-vous m aider le jeux responsable n as pas été pris au sérieux

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Monaco Jack Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues, including the casino's response? Please share the information with timestamps if available, to my email at tomas@casino.guru
• Could you please describe the timeline of events in more detail?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Mr. Thomas, I sent all the screenshots by email showing that my account was reopened upon request. I've lost another 200 euros. I've attached the deposit details and the conversation with the casino. Thank you for your help.

bonjour monsieur Thomas j'ai envoyé toute les capture d écran par mail que mon compte a été reouvert par simple demande, j'ai encore perdu 200 euro je vous joint les dépôt effectué la conversation avec le casino, en vous remerciant pour votre aide

Hello Mr. Thomas, I wish you a happy new year and above all good health.

Let me explain the situation: on December 6th, my account was closed via chat due to my gambling problems, which was done, but I was unable to reopen it simply by requesting it on December 30th. Today, following my complaint, the casino has permanently closed my account. I would like the casino to communicate with us and explain why they reopened my account in the first place!

bonjour monsieur Thomas je vous souhaite une bonne année est surtout la santé.

Je vous explique les faits, le 6 décembre mon compte a été fermé sur le chat pour mes problèmes de jeux ce qui a été fait mais j'ai plus reouvrir le compte par simple demande le 30 décembre, aujourd'hui suite à ma plainte le casino à fermé définitivement mon compte , j'aimerai que le casino communique avec nous et nous dises pourquoi il ont quand même reouvert mon compte !?

Dear Rebecca85,

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, Matej (matej.l@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

Hello Rebecca85, nice to meet you!

It's me, Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Monaco Jack Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the reason behind reopening an account of a known gambling addict and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Thomas,

Dear Rebecca,

We would like to clarify the circumstances surrounding the reopening of the account.

At the time of the initial closure, the account was closed at the player’s request due to gambling-related concerns. Approximately 30 days later, the player contacted our support team requesting the account to be reopened. During this interaction, our agent followed the internal procedure in place at that time and explicitly asked the player to confirm whether her situation had changed and whether she felt capable of playing responsibly. The player clearly confirmed that this was the case and expressly requested to proceed with the reactivation.

Based on this explicit confirmation and consent from the player, the account was reopened. At no point was the account reactivated without the player’s request or against her expressed wishes at that moment.

That said, we fully acknowledge that cases involving responsible gambling require a particularly cautious and conservative approach. In hindsight, the reopening should have been handled with additional safeguards, and we recognize that the situation was distressing for the player.

Following the player’s latest contact and complaint, the account has now been permanently closed, and this decision is final. No future requests to reopen the account will be accepted.

We have also reviewed this case internally and are reinforcing our responsible gambling procedures and staff training to ensure similar situations are handled more strictly going forward.

We sincerely regret the negative experience and emphasize that player protection remains a priority for us.

Best,

Hello Monaco Jack, I would like the casino to refund the €200 from my last deposit because responsible gaming was not strictly observed. Thank you.

bonjour monaco jack je souhaiterai que le casino me rembourse le montant de 200 euro de mes dernier dépôt car le jeux responsable n à pas été pris strictement. En vous remerciant

Dear Monaco Jack Casino, thank you very much for looking into this matter, and sharing the detailed explanation of the situation. As per Casino Guru's Fair Gambling Codex, we treat gambling addiction with utmost importance, as it causes real harm not only to the gamblers, but also to the people around them. Asking a gambler whether they are in control - or similar questions - will always lead to the same answer - yes. These players would say anything to get another chance to deposit and chase the big wins.

With a simple "once a gambler, always a gambler" in mind, we always recommend self-exclusion due to gambling addiction to be permanent and irreversible. That ensures less issues later on, as complaints due to reopening such accounts do not happen anymore, saving the casino management a lot of headaches.

Since you have mentioned undergoing staff training in this area, feel free to send me a message to matej.l@casino.guru and I can provide you with a very short PDF file describing what Casino Guru considers a regular account closure, self-exclusion due to gambling addiction, and how we process refund requests. I believe it could be a helpful addition to the training module.

Lastly, I would like to ask if the player has managed to make any deposits and withdrawals since the reopening of the account, and if necessary, you can send me the cashier history to my e-mail, for a review. No sensitive data will be shared or forwarded. Thank you very much.

Dear Matej,

Thank you for your detailed feedback and for sharing Casino Guru’s perspective. We fully understand and respect your position regarding gambling addiction and agree that such cases require the highest level of caution.

We acknowledge your point that confirmations from players may not always be a reliable indicator of regained control, and we recognize that, in hindsight, a more conservative approach would have been preferable. As mentioned, we are reviewing this case internally and reinforcing our procedures and staff training to better align with responsible gambling best practices.

Regarding your question: Yes, the player was able to make deposits after the account was reopened. No withdrawals were made following the reopening. We are happy to provide the cashier history for your review and will send it to your email separately, as requested.

For clarity, we would like to note that the deposits and gameplay occurred following the player’s explicit request to reopen the account and confirmation of readiness to play responsibly, and therefore, no refund is applicable under our Terms and Conditions.

Thank you as well for offering the documentation — we appreciate it and will review it as part of our internal training improvements.

Kind regards,

Monaco Jack Casino Team

Thank you very much. I will wait for the cashier history and will post an update once reviewed.

Hi Matej,

An email was sent to you with the screenshots.

Best;

Thank you very much, I have sent my response just now.

Dear Rebecca85, once I hear back from the casino, I believe we will be nearing the closure of this complaint. With that, I will also update you on the next steps and the outcome.

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.

Hi,

We answered Matej's email on January 13th.

"Thank you for your message and for the clarification.

After reviewing the cashier history once again, we would like to clarify that the player deposited a total of 200€ after the reopening of the account (see attached).

Taking this into account, and strictly limited to this amount, we are willing to refund the 200€ deposited during the reopening period as a goodwill gesture to resolve the complaint.

To proceed with the refund, the player will need to provide her bank details. Once received, we will process the refund accordingly.

Please note that this refund applies exclusively to the 200€ deposited after the reopening and does not constitute an admission of fault, nor does it set a precedent for future cases.

Kind regards,"

And we were waiting for a response ever since. So please, send us the bank details at admin@monacojack.com

Thanks

Hello Monaco Jack, thank you for your reply. I will confirm with Casino Guru as soon as I receive the funds. Sincerely, Rebecca

bonjour Monaco jack merci de votre réponse, je confirmerai au casino guru dès que j'aurai reçus les fonds. Cordialement rebecca

I sent my bank details to the email address you mentioned.

j ai envoyé mon rib à l'adresse mail que vous avez mentionné.

I can confirm reception of the above-mentioned message, and that the amount deposited after the reopening of the account is 200€ in total. I have adjusted the disputed amount for this case accordingly.

Dear Monaco Jack Casino, please let us know once the payment has been processed on your end, or if there is more information from the player that you require. Thank you very much.

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

Dear Rebecca85,

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,

Matej