MonkeyTilt Casino - El jugador aún no ha recibido las ganancias.

I made a second deposit with no bonus at this and was playing the slots with no problems and was on a winning streak, then my balance became stuck at $9800 USD and everything else i was winning after that was becoming bonus money for some reason.

Once i realized the issue i withdrew the $9800 usd available amount and contacted support as there was $2000 usd that should of been real money which i could not withdraw and was locked.

I was then told my withdraw would not be processed until the first deposit welcome bonus was fortified, not only was the bonus automatically forfeited after i lost my first deposit , this was my second deposit so it is impossible to have the first bonus. also this all happened after i had a win before then everything was fine.

This casino promotes instant withdrawal which is why i joined , the casino keep saying they would fix ASAP and give me an update but after a week i had no new information.

I played down the $2000 USD which should of been real money but was locked to $0 to cancel the bonus as support suggested however that did not work.

The casino refuses to give me any real help , i provided them with BET id number the game and the amount the issue started on i even sent video evidence but they continue to delay fixing the issue and still use it as an excuse to delay my withdrawal

Dear aussietrump,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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.

Dear aussietrump,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

The casino has now blocked my account without warning saying i broke terms and conditions i have video evidence the money turned to bonus while i was playing with real money . i would like a clear explanation from the casino to why i have been blocked i have not broken any rule all i did was complain on twitter.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Please request your game history from the casino in Excel format and send it to my email.

Also, forward me your communication with the casino. Send emails or chat transcripts to my email at dominika.l@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.

Dear aussietrump,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru