The player from Portugal faced issues withdrawing her winnings from Monaco Jack Casino. After making a deposit of 50€ and winning a total of 4,600€, her attempts to withdraw funds were unsuccessful. Despite several communications, she had not received any updates or her funds. The Complaints Team reached out to the casino for clarification regarding the delays in processing her withdrawals and extended the response time for the casino. The casino team has informed us that the player lost the funds due to ongoing playing, but they have credited the player €100. The Complaints Team asked the player for confirmation that they really lost all the funds. Due to a lack of communication from the player after multiple inquiries, the complaint was closed, although the player retained the option to reopen it in the future if they still believe the issue was not appropriately addressed.
Monaco Jack Casino - Player's withdrawal has been delayed.
Player stopped responding
Amount: €750
Monaco Jack Casino
Safety Index:Fresh casinoCase summary
Good evening my name is Sandra and I started playing at monaco jack casino on the 13th of August.
I made a deposit of 50€ and won 600€, I played and then won 4000€.
In the meantime I tried to make the withdrawal and solved the issue of the documents, after being solved I was told that I could only make the withdrawal of the 4000€ if my deposits were worth 750€, in the meantime I made a deposit of 100€ to be able to withdraw 750€ at a time.
I made a few withdrawals and then they told me that it couldn't be like that and they returned the money to the game.
That was on August 20th, we're on August 31st and nothing.
I've sent an email and tried chatting and I've had no response.
The amount of €750 doesn't appear on the platform, at the time it appeared as new and I never saw it approved or pending, it just disappeared.
In the meantime I have another amount of 600€ for withdrawal that they said would be returned to the game because the 750€ was yet to enter my account, I can only make 1 withdrawal at a time, the amount of 600€ appears on the platform as new and since 28/08 they have not returned it to the value of the game.
I've made several threats, sent several emails and nothing.
The last thing they told me was that on August 28th at noon I would have the amount in my bank, so far nothing.
I need help because we're talking about a large sum of money that I really need. It's mine.
I have more photos of the emails and a video of the platform, but it only lets you put in 5!
If you need more, I can send them to you!
Thank you
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 I can better understand the situation.
- Were any winnings confiscated by the casino since you started your efforts to withdraw winnings?
- Were any payouts successfuly processed and reached your bank account?
- Have you completed account verification?
- Could you please share with me your communication with the casino regarding the issue and any other evidence? Send emails or chat transcripts to my email at [email protected], 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
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The withdrawals I tried to make none went to my account, no withdrawals appear there that I have made, the platform took everything I made 4 withdrawals of 750€ because apparently I learned that I could only make 1 at a time.
The other 3 were returned, leaving only 1 withdrawal.
That one is still not in my account and nothing appears on the platform.
There is now a 600€ withdrawal from August 26th.
No withdrawal has been successful! Nothing has disappeared from the platform.
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello Sandrasilva,
I'm Michal, and I have taken over your complaint. I have examined your case, and prior to contacting the casino team, I would like to clarify a few details with you. Did you accumulate your winnings using real money without any bonuses, or did you claim a bonus and win using that bonus? If that is the case, could you please specify which bonus it was? Additionally, how much of the supposedly €4600 were you able to withdraw and have received?
Good afternoon, as far as I know the winnings I got were not bonuses!
I simply tried to withdraw €750 4 times and then they said that only 1 withdrawal could be made so they returned the 3 withdrawals of €750 leaving only 1 for withdrawal.
That means I've had 750€ in withdrawals since August 18th and so far nothing has gone into the account!
In the meantime, I also have another withdrawal on the platform, so it says 600€ again.
At the moment I only have €750 and €600.
Nothing has gone into my bank account yet!
I can't talk to them on the online chat because it's blocked and the emails don't answer.
Thank you for your attention
Regards
Dear Sandrasilva,
Thank you for the clarification. I will now reach out to the casino to shed more light on this matter and see if I can help somehow.
We would like to invite Monaco Jack Casino to join the conversation.
Dear Monaco Jack Casino,
I would be grateful if you could share additional information concerning the delay in processing the player's withdrawal. Could you please clarify why it has not been processed after such a considerable amount of time has passed, and when the player might expect the funds to be credited to their bank account?
Additionally, can you please confirm whether the player's winnings are derived from real money gameplay without any bonuses involved? If the player has won legitimately using real money, we believe it is not fair to impose restrictions on the player's winnings unless mandated by the law in the specific jurisdiction.
Should there be any other factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at [email protected]
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 would like to know, if you close the complaint as unresolved what will happen?!
I will never receive my funds or even what I deposited?!
Dear Sandrasilva,
I understand your concerns about your winnings. I wish I could provide you with more information, but although I have received an email response from the MonacoJack Support Team, it is not really helping the situation much at this stage.
I have received these responses:
Thank you for reaching out, Michal. Regarding Sandra D*** S*** delayed withdrawal at Monaco Jack Casino, it may be pending due to several reasons, such as being under the standard review process, incomplete identity verification (KYC), or unmet bonus wagering requirements. The standard processing time for withdrawals is typically 24-48 hours for cryptocurrency and 3-7 business days for bank transfers.
To resolve the complaint, it is advisable to ensure that all KYC requirements are completed, including submitting valid identity documents and proof of address. Additionally, confirming that all bonus wagering requirements have been met will help expedite the process. If the withdrawal remains pending, contacting our support team for further assistance is recommended.
And
To obtain winnings, the player must complete KYC verification by submitting a valid photo ID, a recent utility bill, and a photo of the credit card used for deposits (if applicable), then select a withdrawal method from the Wallet section. Meeting any wagering requirements is also necessary.
Can you please confirm that you have already fulfilled all the abovementioned? I suggest that you contact the MonacoJack Support Team directly once more, as they are expected to offer you the necessary assistance.
Please let me know how they addressed your concerns and if they were able to help.
I'll send you the photo proving that the casino has approved all the necessary documents
Dear Sandrasilva,
Thank you for your response. Have you reached out to the casino's support team as advised by them? If so, what was their latest response?
I sent them an email with the proof I sent you, and so far they haven't replied!
I tried the online chat platform and it doesn't work
Dear Sandrasilva,
Thank you for confirming. I have sought clarification from the casino team regarding their lack of response to your inquiries, even though they suggested that you contact them directly.
Dear Monaco Jack Casino,
We look forward to hearing your response to the player and would greatly appreciate any suggestions you may have on how we can work together to move this matter toward a fair resolution.
As I indicated, I sent the email and apparently it's not even delivered. 
Dear Sandrasilva,
I believe the correct Monaco Jack Casino support email is [email protected]. I have received responses from this email.
Please send your email to [email protected]
Dear Sandrasilva,
Have you received any further response from the Monaco Jack team, please?
Dear Sandrasilva,
I'm sorry to hear that. I too have not yet received a reply from the Monaco Jack team regarding my latest emails. You did send your email to [email protected], correct?
I will extend the timer by an additional 3 days, giving them the opportunity to resolve your issue. Should the casino not respond within this timeframe, we will regrettably have to mark the complaint as ‘unresolved’, which will adversely impact its rating.
Dear Monaco Jack Casino,
We are extending the deadline by an additional 3 days, providing you with the chance to address the player issue. If there is no advancement during this period, we will unfortunately have to classify the complaint as ‘unresolved’, which will adversely affect your casino rating.
Dear Sandrasilva,
I have received the following response from the Monaco Jack Casino Team:
Dear Michal,
Thank you for your email.
We would like to inform you that our dedicated team is currently investigating the matter you raised. Please rest assured that we take all concerns seriously and our support team is committed to assisting every player with transparency and fairness.
Regarding Sandra's account, we have reviewed the activity and can confirm that the balance was played and, unfortunately, lost. However, as a gesture of goodwill and appreciation, we have credited her account with a €100 cash balance. This amount is fully withdrawable at her discretion.
Should you have any further questions or require additional assistance, please do not hesitate to reach out.
Best regards,
Casino MonacoJack Support Team
Can you please confirm that you have decided to continue playing and depleted the funds? Additionally, have you been awarded the €100 cash balance as mentioned by the casino team?
I know I made four withdrawals of €750 at the time.
750€ +750€+750€+750€ = 3000
In the meantime they've refunded €2,250, which is the amount of 3 withdrawals because they only told me afterwards that I could only withdraw one amount at a time.
I spent the €2250 and the other €750 was left pending!
In the meantime it has disappeared from the platform and I haven't been able to get an answer.
I want to understand why they gave me €100! My deposits amounted to €150
And how do I know that this amount will be paid?
Are they going to do the same as they did with the €750?
I'm sorry, but I'm Portuguese.
That casino took MY MONEY and is just making excuses not to give it back.
Indeed.
I did receive the €100 and I've already withdrawn it.
Now I'll wait for it to fall into the account where it won't appear and that's silly 100€ fdc
Scammers
Dear Sandrasilva,
I understand your frustration with the situation, but I kindly ask you to react in a respectful manner. The use of rude or intimidating language is not accepted on our forum, as it almost never helps the situation.
With this out of the way, can you please confirm that you have indeed continued to play and lost the funds from your balance?
Regarding the €100 the casino team has credited to your account, it seems to be the deposit you previously made, as you mentioned here.
Can you please confirm that you have indeed continued to play and lost the funds from your balance, as the casino team mentioned to me? Before the crediting of the €100 by the casino team, was your account balance empty? Have you received the €100 to your bank account/wallet?
Dear Sandrasilva,
We are extending the timer by 3 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 reminders, 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 and still believe the issue was not appropriately addressed. 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,
Michal
Casino.Guru
