Monoplay Casino - Se ignora la solicitud de cierre de cuenta del jugador.

Ladies and Gentlemen

I want my account closed because I am a gambling addict.

The casino is not responding.

I gambled away €1300 with them and won nothing. Then I asked them to close my account because I am severely addicted to gambling.

No reaction

Sehr geehrte Damen und Herren,

Ich will das mein Konto geschlossen wird da ich spielsüchtig bin.

Das Casino reagiert nicht.

Ich habe bei denen 1300€ verspielt und nix gewonnen. Dann habe ich drum gebeten mein Konto zu schließen da ich sehr stark spielsüchtig bin.

Keine Reaktion ž

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 Dakky38,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Self-Exclusion policy and this is what I have found:

1.1. Self-Exclusion

- You have the option to self-exclude yourself from MonoPlay.

- To self-exclude send an email to customer service at customercare@monoplay.com

- Please allow us up to 10 business days for actioning self-exclusion requests

- To revoke a self-exclusion restriction, you may contact Customer Support.

- We reserve the right to refuse to reactivate your account, following a self-exclusion request, at our discretion. 

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila

Hi everyone, I sent everything to that email address. I'm not verified there, because they didn't need anything.

Ten days until the lockdown – that's a disaster.

Hallo zusammen ich habe alles an die Email Adresse geschickt. Verifiziert bin ich da nicht. Weil sie nix gebraucht haben.

10 Tage bis zur Sperrung das ist Katastrophe.

Dear Dakky38,

Thank you for your reply.

Could you kindly provide details regarding the timeline of events? Specifically, when did you submit your request for self-exclusion?

Have you made any deposits after requesting a self-exclusion? If yes, could you please confirm the amount?

Additionally, do you still have access to your account at this time?

Thank you for your patience and cooperation.

Dear Dakky38,

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

Dear Dakky38,

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,

Attila