Monixbet Casino - Player’s account remains open despite closure request.

Hello

I want to file a complaint against monixbet.

I have been trying to have my accounts closed and sent x emails to there support as requested. They fail to respond and keep my accounts open against my will.

Can you help me or suggest me who i have to contact to have this scamming operation legally pursued?

Kind regards

Markus

Hello Elnino1821,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

I want my account closed and my information deleted! I would never reopen my account at your casino ever! That you have more than 1000 complaints just justifies my feelings towards your casino and fairgame software! Since November 24 i have been asking you and i only get an answer now because i filed a complaint! You guys are a joke and should be legally prosecuted! Just close my account so i am done with you!

Hello Elnino1821,

I hope it is clear that we are not the casino but a 3rd party complaint resolution center.

Can you please forward your request which you sent to casino to nikolas.b@casino.guru?

Awaiting your response.

Regards,

Nick

Dear Elnino1821,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.