MonkeyTilt Casino - La cuenta del jugador ha sido cerrada.

I registered on the site on November 5th and started playing.

I got a first deposit bonus and won.

Your account has been blocked

My deposit was taken and it is nothing but fraud so I will be suing them.

11/5にサイトに登録してプレイしていたのですが、

初回入金ボーナスをもらって勝利したのですが

アカウントがブロックされました

入金のお金は取られて詐欺でしかないので訴えさせてもらいます

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 MonkeyTilt Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the account closure? 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

Can you tell us how long you had been playing at the casino and when exactly your account was blocked?

I received an email on 11/12 saying I was blocked.

How did you find out your account was blocked?

I received an email.

What games did you play to build up your current casino balance? (slots, live games, sports betting)

I played slots.

カジノでどのくらいの期間プレイしていたか、またアカウントがブロックされた正確な時期を教えていただけますか?

11/12にメールでブロックと言われました。

アカウントがブロックされたことをどうやって知りましたか?

メールが届きました。

カジノの現在の残高を貯めるために、どのようなゲームをプレイしましたか？（スロット、ライブゲーム、スポーツ賭博）

スロットをプレイしました。

Thanks for the explanation.

• Could you please share with me your communication with the casino regarding the blocking of your account as evidence of the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your cooperation.

Dear rentanpin666,

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, Jana (jana.k@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 rentanpin666,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a MonkeyTilt Casino representative to join this conversation and participate in resolving this complaint.

Dear MonkeyTilt Casino,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the 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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana

We have decided to reopen this complaint at the request of MonkeyTilt Casino. Our intention is to provide this case with another opportunity for resolution, aiming to assist both parties in reaching a satisfactory outcome.

Hey Rentanpin666,

After a review of the documentation regarding your Welcome Offer back in November, it would appear as though we had reached out to you for KYC documentation to validate your bonus. You failed to respond, and your account was subsequently (partially) restricted due to noncompliance with the security check.

Thank you for raising this issue with us via Casino.Guru,

MonkeyTilt Team

Dear rentanpin666,

In light of the response we received from the casino, I regret to inform you that I must proceed with rejecting your complaint. However, please feel free to reach out to us should you encounter any issues in the future. We are here to help.