The player from Italy had been waiting two weeks for a withdrawal of EUR 102.00 from MonacoJack Casino, which remained in 'Pending' status. He had contacted customer service multiple times but had only received generic responses about internal issues causing delays. The player had completed the KYC verification, but the casino had not provided any information about the expected resolution date. We had attempted to contact the casino several times without success, and due to the lack of cooperation from the casino, the complaint was marked as unresolved. The player was advised to escalate the issue to the Anjouan Offshore Finance Authority for further assistance.
Monaco Jack Casino - Player's withdrawal has been delayed.
Unresolved
Our verdict
No reaction
Black points: 112
Amount: €102
Monaco Jack Casino
Safety Index 6.6 Above averageCase summary
Discussion
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1 month ago
Translation
Good morning,
I would like to file a formal complaint with MonacoJack Casino regarding a withdrawal that I have not yet received, despite several days having passed since the request.
On May 18, 2026, I submitted a withdrawal request for EUR 102.00 via bank wire, with transaction ID 671.
To date, the transaction still appears as "Pending" in my personal area on the site. I have repeatedly contacted customer service via email ( support@monacojack.com ) to ask for clarification regarding the timing and reasons for this significant delay.
Unfortunately, the responses received were continuous requests to wait based on internal casino issues:
1. On May 27th, Ana, the operator, informed me that there had been an error on their bank's part and that they were awaiting approval of the payment from the finance team.
2. Subsequently, in a support chat, I was informed that there had been "managerial and organizational changes within the casino" that were impacting the flow of payments, reassuring me that they would be back up and running within a few days.
3. In the last communication received on Monday, June 1st, support continued to stall, writing verbatim: "Unfortunately, there is no news or updates; we are still waiting for confirmation from the finance team."
I find it unacceptable that after almost three weeks a withdrawal transaction is still blocked without a real reason and with constant generic excuses related to internal management problems.
I kindly request your intervention so that the casino can finally unlock and process my payment.
I remain available to provide CasinoGuru administrators with all screenshots of the transaction and the message history exchanged with support.
Best regards
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1 month ago
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.
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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to better understand your situation.
- Have you made any successful withdrawals from this casino in the past?
- Have you completed the full KYC verification process, or at least submitted any identity documents for verification?
- Would it be possible to withdraw your winnings using an alternative payment method, given that the bank transfer option has not been successful so far?
- Has the casino provided any information regarding when the payment issues are expected to be resolved?
- I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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1 month ago
TranslationGood morning Veronika,
Thank you for your feedback and for addressing my complaint.
I will answer you point by point:
• Have you ever made successful withdrawals from this casino in the past?
No, this is my first withdrawal request.
• Have you completed the entire KYC verification process or at least submitted your identity documents for verification?
Yes, they were verified and accepted on May 18th:
• Would it be possible to withdraw the winnings using an alternative payment method, given that the bank transfer has not been successful so far?
I don't know, I haven't cancelled the withdrawal request as it's still PENDING
• Did the casino provide information regarding the expected date for resolving payment issues?
No, he did not provide any indicative date
Thanks in advance for your new welcome feedback.
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1 month ago
Dear FabioPossanzini
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, Barbora (barbora.p@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,
Veronika
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1 month ago
Dear player,
My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Monaco Jack Casino representative to join this conversation.
Dear Monaco Jack Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
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1 month ago
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.
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3 weeks ago
Dear Player,
I have made several attempts to contact the casino regarding your case, both through this complaint thread and outside of it. Unfortunately, I have not received any response from their side.
Without the casino's cooperation, there is very little more we can do at this stage. For this reason, I will now mark this complaint as unresolved in our system.
I understand this is not the outcome you were hoping for. Please note, however, that unresolved complaints negatively affect the casino's rating on our website, which may encourage the casino to improve its approach in the future. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.
In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA), also known as Anjouan Gaming, by submitting a complaint through the license badge displayed in the footer of the casino's website. The regulator may have additional tools and authority to assist you in resolving this matter.
For guidance on how to submit your complaint to the regulator effectively, please refer to our article. If you need any assistance with the submission process or receive a response from the regulator, please don't hesitate to contact me at barbora.p@casino.guru.
I am truly sorry that I couldn't help achieve a better outcome in this case, and I sincerely hope your issue will still be resolved.
Kind regards,
Barbora
Casino Guru
