Monoplay Casino - La retirada del jugador se ha retrasado.

Hello, I've been corresponding with the casino for weeks now. They keep saying they've paid out. I asked them to send me the transaction ID (HASH), and they sent me a transaction ID, but it's from a Bitcoin Cash address. I withdrew with Litecoin. I've emailed them so many times explaining that I don't have a Bitcoin Cash wallet, but they always reply with the same thing: they've paid out. The amount shown in the HASH they sent me is different from my withdrawal amount, but no matter what I write, they always reply the same way: they've paid out. I sent a screenshot; you can see it's Bitcoin Cash and the amount is different from my withdrawal. The casino no longer shows which cryptocurrency I used for the withdrawal, but they must know this. Please help me. Thanks. Sincerely, Violeta

hallo ich schreibe jetzt schon wochenlang mit dem casino sie sagen immer sie haben ausbezahlt dann habe ich gesagt sie sollen mir bitte die transaktions-id(HASH)senden dann haben sie eine transaktins -id gesendet aber von eine bitcoincash adresse ich habe aber mit litecoin ausbezahlt ich habe ihnen jetzt schon so viele e-mails geschrieben das ich keine bitcoincash wallet habe aber sie schreiben immer das gleiche zurück sie haben ausbezahlt bei der HASH was sei mir geschickt haben ist der betrag schon anders wie meine auszahlung aber ich kann schreiben was ich will sie antworten immer das gleiche sie haben ausbezahlt ich habe den screenshot gesendet da sehen sie das es bitcoincash ist und er betrag anders als meine auszahlung ist im casino sieht man nicht mehr mit welcher crypto ich ausbezahlt habe aber das casino muss das ja wissen bitte helfen sie mir.danke mfg.violeta

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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.

• Could you please explain in detail how you exchanged the information regarding the payment method that is supposed to be used for payout?
• Would you be able to share with me the communication you received before and after the payment was processed?

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

Hello, I've written everything via email. In the chat, I was told that everything has been forwarded to the responsible department, but I'm still stuck. They keep saying the same thing: they've paid out. Where should I send the communication, here or by email? tomas@casino.guru I have now sent several emails to that address. tomas@casino.guru Sent. Thanks. Best regards, Violeta

hallo habe alles mit e-mail geschrieben im chat wurde mir gesagt das alles an die zuständige Abteilung weitergeleitet wurde ich komme aber nicht weiter sie schreiben immer das gleich sie haben ausbezahlt wohin soll ich die Kommunikation hinschicken hier oder mit der e-mail tomas@casino.guru ? ich habe jetzt einige e-mails an die Adresse tomas@casino.guru geschickt .danke mfg. violeta

Thanks for your reply and the information provided.

Could you please specify how you entered the information about your wallet in the casino's payment system? If possible, try providing screenshots to better illustrate the process.

Send the information to my email at tomas@casino.guru for review.

Hello, I went to withdraw my funds, selected Litecoin as my crypto, entered my wallet address, and then withdrew. Unfortunately, I can't take a screenshot. I can't access the casino cashier now because there's no money in my account; you can only withdraw if you have funds. I also deposited with Litecoin, but that's a different address because I deposited it from my exchange, Bitbanda. I made the first withdrawal with that address as well, and they paid out to Bitbanda, but Bitbanda, the cryptocurrency exchange, sent the money back because they don't accept deposits from third parties. Then I created my own Litecoin wallet and withdrew to that. I've never had a Bitcoin Cash wallet and don't have one, so I couldn't have withdrawn with Bitcoin Cash. Regards, Violeta

hallo bin auf auszahlen gegangen habe crypto gewählt litecoin und dann meine wallet Adresse eingegeben und ausbezahlt leider kann ich keinen Screenshot machen kann jetzt nicht zur Kasse im Casino weil kein Geld am Konto ist geht nur wenn man Geld hat kommt man zur Auszahlung . Ich habe auch mit litecoin einbezahlt aber das ist eine andere Adresse weil ich es von meiner Börse Bitbanda einbezahlt habe die erste Auszahlung habe ich auch mit dieser Adresse gemacht sie haben auch auf Bitbanda ausbezahlt aber Bitbanda die crxpto Börse hat das Geld wieder zurück geschickt weil die keine Einzahlung von dritten annehmen dann habe ich meine eigene litecoin wallet gemacht und auf diese ausbezahlt ich habe noch nie eine bitcoincash wallet gehabt und habe auch keine darum kann ich nicht mit bitcoincash ausbezahlt haben: mfg violeta

Dear vio26,

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, Stefan (stefan.m@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 vio26,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Monoplay Casino to join this conversation and assist in addressing the complaint.

Dear Monoplay Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear casino.guru,

thanks for inviting us to this forum.

We are investigating this request and should be able to provide an update soon.

Br. The MonoPlay Team

Dear Monoplay Casino,

Thank you for your response and for joining the complaint thread.

We appreciate your cooperation. Please keep us updated on the progress of your investigation and provide us with any relevant information as soon as it becomes available.

I look forward to your response.

Dear Casino Guru, 

We have conducted an additional and thorough review of the matter, including the relevant transaction and payment records. Our findings confirm that the withdrawal was successfully processed on our end some time ago.

Please note that payment account details are entered directly by the player when submitting a withdrawal request. Accordingly, the payment was processed to the account details provided and confirmed by the player at the time of submission.

We take all player concerns seriously and remain committed to reviewing each case carefully and fairly. However, based on the information currently available, we have found no indication of mishandling, a processing error, or any failure on our part. The claims being presented are therefore not supported by the transaction records and appear inconsistent with the documented sequence of events.

Should the player have any new and verifiable information demonstrating otherwise, they are welcome to provide it through the appropriate private support channel for further review. Without such evidence, our records confirm that the payment was processed correctly to the payment account submitted by the player.

Best Regards

The MonoPlay Team

Hello, I received another email today, but as I've already explained so many times, I don't have a Bitcoin Cash wallet and never have. I don't know who they sent the money to, but it wasn't me. I only have a Litecoin wallet. I also sent this via email, as you can see in the screenshot. How am I supposed to prove anything? I can't even go to the cashier at the casino because you can only withdraw if you have €25 in your account. Is this wallet address on an exchange or a private address? If it's an exchange, you can ask them who owns the Bitcoin Cash wallet because I don't have one. Regards, Violeta

hallo ich habe heute auch wieder eine e-mail bekommen aber ich habe es schon so oft geschrieben ich habe keine bitcoincash wallet und habe noch nie eine bitcoincash wallet gehabt ich weiß nicht zu wem sie das Geld gesendet haben aber nicht zu mir ich habe nur eine litecoin wallet habe das auch mit e-mail gesendet das sehen sie am screenshot. wie soll ich was beweisen ich kann ja nicht mal zur Kasse im Casino weil man nur zur Auszahlung kommt wenn man 25€ am Konto hat um auszahlen zu können. ist diese wallet Adresse an einer Börse oder eine privat Adresse? wenn es eine Börse ist können sie ja dort fragen wem die bitcoincash wallet gehört weil ich habe keine .mfg. violeta

Dear Monoplay Casino,

Thank you for your response.

Could you please explain how the withdrawal process works in your casino?

In particular, we would like to know whether the player is required to manually enter the cryptocurrency wallet address when requesting a withdrawal, and whether any verification is carried out to confirm that the wallet address belongs to the player before the withdrawal is processed.

Thank you in advance for the clarification.

I look forward to your response.

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.

Hello, if you close this, I'll never get the money back. Surely there must be a way to find out who you sent the money to. You need to check who owns the Bitcoin Cash wallet you sent it to. There must be a way to find out where the money went. Regards, Violeta

hallo wenn sie es schließen werde ich das Geld nie mehr bekommen es muss sich doch herausfinden lassen wem sie das Geld gesendet haben . sie müssen schauen wem die bitcoincash wallet gehört zu dem sie es geschickt haben es muss doch eine Möglichkeit geben wie man es herausfindet wohin das Geld ist . mfg . Violeta

Dear Stefan,

The withdrawal procedure requires the player to provide the payment account or wallet details to which the funds are to be sent. The request is then reviewed under the applicable internal security and verification procedures, the details of which cannot be disclosed publicly.

Following subsequent player reports and a thorough review has been conducted and our records confirm that the withdrawal was processed successfully from our side. The relevant transaction information, including the transaction reference or hash, has already been provided to the player.

To date, the player has not submitted any objective evidence showing that the funds were not received at the destination entered in the withdrawal request. The player has also declined to provide records from the relevant wallet or payment provider and now maintains that they do not possess the payment account in question, despite those details having been entered by them when the withdrawal was requested initially.

In those circumstances, there is no evidentiary basis for the suggestion that we have failed to process the withdrawal. Nor would it be appropriate to issue or consider any additional payment merely because a completed transaction is subsequently described as missing without supporting documentation.

As stated previously, should the player provide credible evidence from the receiving wallet or payment service provider, the matter can be reviewed through the appropriate support channel. Until then, we consider the withdrawal to have been duly processed based on the available transaction records.

Best regards,

Monoplay Casino

Dear Monoplay,

Thank you for your response and for the clarification.

Dear vio26,

I hope this message finds you well.

I am afraid that, without providing the evidence requested by the casino, we will not be able to assist you further with this issue.

As the withdrawal address is entered by the player, the most likely explanation is that the funds were sent to the cryptocurrency address that was submitted during the withdrawal request. If the funds were sent to a different address than you intended, this may have been caused by an error or typo when entering the withdrawal address rather than by the casino.

I hope this clarifies the situation. Nevertheless, if you are able to provide the evidence requested by the casino, we will be happy to continue reviewing your complaint.

I look forward to your response.

Hello, it can't be my fault because I don't have a Bitcoin Cash wallet. It can only be a casino error. I couldn't have entered the wrong address because I have a Litecoin address, which is completely different. How am I supposed to have proof if I withdraw and then the money is gone and the address I entered is no longer visible? Regards, Violeta

hallo es kann keine Fehler von mir sein weil ich keine bitcoincash wallet habe es kann nur ein Fehler vom Casino sein ich kann keine falsche Adresse eingegeben haben, weil ich eine litecoin Adresse habe das ist ganz anders. Wie soll ich beweise haben wenn ich auszahle und dann ist das Geld weg und die Adresse die eingegeben habe sieht man auch nicht mehr. mfg. Violeta

Hello, I can try depositing €25 so I can get back to the cashier. Maybe my crypto address is still saved there. I'll ask the casino so I can withdraw the money again without having to wager it. Regards, Violeta

hallo ich kann versuchen 25€ einzahlen so komme ich wieder zur Kasse vielleicht ist dort noch meine krypto Adresse gespeichert werde das Casino fragen Damit ich das Geld wieder auszahlen kann ohne es umsetzen zu müssen. mfg. Violeta

Dear vio26,

Thank you for your response.

We understand your position and appreciate your willingness to try to obtain additional information. However, at this stage, there is no evidence available showing that the casino processed the withdrawal incorrectly.

Based on the information provided by both parties, the withdrawal was processed to the cryptocurrency wallet address entered in the withdrawal request. Unfortunately, we are unable to verify who owns that wallet address, nor do we have evidence that the casino sent the funds to an address different from the one submitted during the withdrawal process.

For these reasons, we will now proceed with rejecting this complaint.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

If, in the future, you are able to obtain new evidence showing that the withdrawal was not processed to the wallet address submitted during the withdrawal request, please let us know. We will be happy to review the new information and consider reopening the complaint.

Please also remember that you are always welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether you have a question, concern, or a new issue that requires investigation, our team will be happy to assist you.

Kind regards,

Stefan

Casino.Guru