Monaco Jack Casino - Player’s withdrawal is delayed.

Hello. I registered with Monaco Jack casino 29/04/2026. On my second deposit I won €1808. They asked me to upload documents and eventually my account was verified in May, don't remember the exact date. I requested a withdrawal of €1000 27/05/2026 and it's been pending since then. I spoke with live chat agents multiple times and they've been telling me I should wait, they were checking and so on. Now when I try contacting them, they don't even respond, live chat is unavailable. I can still log in to my account though.

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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 clarify your situation.

• What types of games did you play with your second deposit?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a screenshot or a link to it.
• When was the last time the casino communicated with you regarding the delay in processing your withdrawal request? Have you tried contacting them via email, since live chat is unavailable to you?

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

Hello Veronika,

1. I played a slot called Merge up, the same one as for my 1st welcome bonus
2. I had bonus balance but I managed to win €1808 with my real funds, so I didn't really accumulate my balance with the help of the bonus. The €1808 win was cash money and the bonus eventually got cancelled. Cash and bonus balance are separate on their site
3. I can't even say when they spoke to me the last time, probably about a month ago. I tried emailing them too but there has been no reply so far. Live chat only has automatic replies saying they are checking the information and will get back to me. But they don't really reply after that

Dear player569d

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

Hello. Thank you for the update Veronika.

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.

Hello Barbora, nice to meet you. Thanks for your help.

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.