MonkeyTilt Casino - Player’s account has been closed after winning.

Account blocked after winning - KYC completed but withdrawal still not paid 100.000

I registered on MonkeyTilt and made a deposit in ETH. After winning, I requested a withdrawal and was asked to complete KYC verification.

On 24th February 2026 I received a KYC request from MonkeyTilt asking for a government-issued photo ID and a selfie holding my ID. I submitted both documents the very next day on 25th February 2026.

Despite submitting everything requested immediately, the casino continued to delay. I followed up multiple times over the following weeks and each time I was told my KYC and withdrawal were "still being reviewed" with no timeframe given.

Now my account has been blocked entirely. I have received no explanation for the block and my withdrawal remains unpaid.

Timeline:

- 24 Feb: KYC documents requested

- 25 Feb: All documents submitted same day

- 26 Feb - 4 Mar: Multiple follow-ups, casino gave no updates

- Account subsequently blocked with no reason given

I have been fully cooperative and compliant throughout. I am requesting Casino Guru's assistance in getting my account unblocked and my withdrawal paid in full.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MonkeyTilt Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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

3 months

I played 30 diffrent slots 1 game gave me 10.000 times my bet never seen it in my life.

Yes the 500% bonus offer.

I just clicked yes yes and yes never broke any rule.

Hi is this complaint will go open?

Dear Hoke1996,

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, Michal (michal.k@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,

Tomas

Everything is added.

Hello Hoke1996,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite MonkeyTilt Casino to join the conversation.

Dear MonkeyTilt Casino,

Could you kindly provide clarification on why the player's KYC verification remains incomplete, preventing them from withdrawing their winnings despite having submitted the various documents you requested?

Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me via email at michal.k@casino.guru

Could you kindly provide clarification on why the player's KYC verification remains incomplete, preventing them from withdrawing their winnings despite having submitted the various documents you requested?

No it was complete and approved.

The chat said we just wait for the withdraw then the next request came of the signature. I did everything they ask the same day. I am open to do every verification.

Dear Hoke1996,

Thank you for the update. Can you please forward me evidence that the casino team completed/approved your KYC verification, as I have not noticed that in the emails you have provided previously.

Dear MonkeyTilt Casino,

We are looking forward to your timely response or, ideally, to the disbursement of the player's winnings.

Di you receive anything?

want to be direct: MonkeyTilt has no argument here. They have not cited a single specific clause I breached. They have not identified a single specific behaviour. Their entire position is a two-line closure email saying "various breaches" with zero elaboration. That is not evidence it is a blanket refusal to pay a legitimate winning.

I deposited real money, accepted a bonus that was openly offered to me, played slots as intended, and won. I completed KYC the same day it was requested. I have video proof of my entire session showing completely normal gameplay.

The burden of proof is on the casino. I respectfully urge GURU to require MonkeyTilt to produce specific evidence of the alleged breach before this complaint is closed.

I want to draw attention to something very telling.

I was just reviewing MonkeyTilt's Terms and Conditions and noticed that they have removed all of their bonus and promotion pages entirely since this complaint was opened.

The 500% Welcome Offer I accepted, the bonus rules, the promotion terms all gone.

I find this extremely suspicious. If my use of their bonus was genuinely abusive and in clear violation of their own terms, why would they need to remove the very terms they are supposed to be enforcing? You don't quietly delete rules you are confident in.

This looks very much like an admission that the bonus should never have been structured the way it was and rather than pay a legitimate winner, they have chosen to scrub the evidence and hide behind a vague closure email.

I urge the casino guru team to take note of this. A casino that removes its promotion terms mid-complaint is not acting in good faith. I ask that screenshots of the original terms be preserved as part of this complaint record, and that MonkeyTilt be required to explain this removal before any resolution is reached.

Dear Hoke1996,

I hope this message finds you well. I wanted to provide you with a brief update. I am in contact with the casino team outside of this thread and anticipate receiving additional details on this matter shortly. Rest assured, I will share a more comprehensive response with you as soon as it becomes available.

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.

Thank you for the update Michal, I appreciate you staying on this.

I do want to say what MonkeyTilt has provided so far is nothing more than a copy-paste of their Terms and Conditions. Any casino can copy-paste clauses. What they have not provided is a single piece of actual evidence showing that I personally violated any of them.

Nothing.

The reality is simple: I deposited, I played, I won a significant amount, and now they are failing to pay. The accusations only appeared after the withdrawal was requested. That tells you everything.

I hope the additional details from the casino team prove to be more substantial than what has been shared so far. I remain fully cooperative and ready to provide any information needed on my end.

Dear Hoke1996,

I have received some information and evidence that may partially support the casino team’s actions; however, there are still certain aspects that require further clarification from their side. While I await their response, could you please confirm whether any of your family members, friends, or acquaintances hold an account with MonkeyTilt Casino?

If so, have you played at the casino around the same times as them, perhaps during a visit?

Additionally, could you confirm which devices you have used to register and play at MonkeyTilt Casino?

Dear Michal,

Thank you for the update. I will do my best to answer your questions as fully and honestly as I can.

To my knowledge, I am not aware of any family member or close friend who holds an account at MonkeyTilt. I cannot speak for every person I know, but I have no knowledge of anyone in my immediate circle playing on this platform.

However, I want to give you important context about Ireland that I believe is directly relevant to this investigation.

Ireland is one of the most gambling-active countries in the world. Gambling is deeply embedded in our culture sports betting, casino games, poker it is everywhere. My surname is one of the most common surnames in Ireland. There is a very real possibility that other MonkeyTilt players share my name, my location, or even overlap in some technical identifiers simply because we are part of the same gambling communities.

I am active in Irish gambling communities on Telegram and WhatsApp. MonkeyTilt was widely discussed and recommended in those groups that is how I found the platform. It is entirely plausible that people from the same groups, using similar devices, networks, or even the same household WiFi during social gatherings, also registered on MonkeyTilt. That is not coordinated abuse. That is normal gambling behaviour in Ireland.

If MonkeyTilt is flagging shared IPs or overlapping identifiers as evidence of multi-accounting, I would ask them to consider this context seriously. Shared locations, shared networks, and common surnames in a small country with a highly active gambling population are not evidence of fraud. Any court would recognise this immediately.

You can also look at my behaviour on the platform itself I interacted with the chat, asked questions, engaged with the community. I was a genuine player having fun. There was nothing suspicious about how I played.

I played on my own personal device. I registered with my own identity. I am one real person and I did nothing wrong.

I am being judged for winning to much money.

Dear Hoke1996,

Thank you for your response.

Dear MonkeyTilt Casino,

Thank you for your email. I have replied with some additional questions, along with my suggestions on how we might proceed in addressing this case. I look forward to your response.

Dear Michal,

Thank you for the update and for continuing to work on this.

I want to be very direct about one thing: payment is the only acceptable outcome here. Everything else is secondary.

I am open to answering any further questions. I am open to providing additional verification. I am open to a video call, notarised documents, or any other identity confirmation MonkeyTilt requires. I have nothing to hide and I will cooperate fully with any reasonable request.

But none of that changes the fundamental issue. MonkeyTilt offered a 500% Welcome Bonus to attract players. I accepted it, deposited real money, played by the rules, and won. When a casino puts that kind of promotion on their platform, they are making a commitment to their players. You cannot offer aggressive bonuses to drive sign-ups, accept deposits, benefit from the wagering activity, and then refuse to pay when a player gets lucky. That is not compliance. That is a business model built on not paying winners.

Trust is the foundation of any casino relationship. MonkeyTilt has completely broken that trust. I cooperated at every step. I submitted KYC the same day it was requested. I provided every document asked of me within hours. I waited patiently for over a month while they stalled. And after all of that, they closed my account with a two-line email and no evidence.

I want to note that MonkeyTilt has now missed a second response deadline. The first 7-day timer expired without them providing the requested evidence. A new timer has been set and is again running down.

This pattern speaks for itself. If MonkeyTilt had conclusive evidence of the duplicate account activity they are accusing me of, they would have provided it by now. Two missed deadlines on the same evidence request is not a coincidence it is an inability to produce what they claim to have.

I remain hopeful that this can be resolved fairly and without further escalation. I have been cooperative throughout and I continue to be. I simply want what is owed to me paid.

Dear Hoke1996,

Thank you for your responses. I would like to inform you that I am also in communication with the casino team outside of this thread, as part of a broader review of your case. At this stage, the matter appears to be more complex than initially anticipated. I have also been informed that similar complaints submitted to other dispute resolution services have been assessed, with outcomes reportedly in favor of the casino.

Please note that while your previous statements have been duly recorded, certain aspects do not currently align with the information provided by the casino. For this reason, it is important that we continue to gather and assess all available evidence in order to establish a comprehensive and objective understanding of the situation.

I appreciate your patience while this review is ongoing, and I will provide a more detailed update as soon as further clarity is achieved.

Thank you for the update and for the transparency.

I want to engage with this process as openly and honestly as I can, and I ask for the same in return. You mention that certain aspects of my statements do not currently align with the information provided by the casino. I would respectfully ask you to share what those specific aspects are, so that I have the opportunity to respond and provide my side of the picture.

I am not asking to see MonkeyTilt's confidential evidence in full. I am simply asking to know what the areas of discrepancy are, so that I can address them directly. Without knowing what I am being asked to answer, I cannot defend myself.

I want to be very clear: I have one account. I am a real, verified person. I played slots and got lucky. If there is specific information that appears to contradict this, I believe I deserve the opportunity to respond to it before any decision is made.

I remain fully cooperative and available to provide any additional information, documentation, or verification you require.

Dear Hoke1996,

I acknowledge your request to receive and review specific aspects of your case and supporting evidence. However, in line with industry standards, as well as our and the casino’s privacy policy and other applicable regulations, sharing such documentation is not possible with private individuals. This is due to the sensitive nature of the information and the potential risk of misuse or attempts to circumvent established security measures.

Such documentation may only be shared with the relevant regulatory authorities or reputable alternative dispute resolution bodies.

Please be assured that I will carefully review all information and evidence submitted before reaching a conclusion in your case, in accordance with our complaint resolution policy.

With this in mind, could you please specify which personal devices you used to register and play at the casino? Additionally, could you confirm and provide evidence of the payment methods registered in your name used in the casino?

For completeness, could you also confirm whether you have shared any devices with other casino users, or whether you have transferred funds to or received funds from any other individuals who also play at the casino?

Dear Casino Guru Team,

Thank you for your message. I want to be fully transparent and cooperative throughout this process.

I should mention that this all happened approximately three months ago. In that time I have also purchased a new laptop, so I want to be upfront about that rather than cause any confusion later.

I am happy to provide everything you need regarding my devices and payment methods, but could you please clarify exactly what documentation or evidence you are looking for and how you would like me to provide it? I want to make sure I give you precisely what is needed rather than submit something incomplete.

I have nothing to hide and I am committed to resolving this as quickly as possible.

Dear Hoke1996,

Could you please confirm the make and model of the device(s) you used, along with the operating system version and the browser(s) or app(s) utilized during registration and gameplay?

Additionally, I kindly ask you to confirm the payment methods registered in your name that were used at the casino, and to provide supporting documentation (such as a bank statement or e-wallet/crypto wallet statement).

For completeness, could you also clarify whether you have shared any devices with other casino users, or whether you have sent or received funds to or from any individuals who also play at the casino?

You can send the evidence to me at michal.k@casino.guru

Dear Hoke1996,

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.

Dear Hoke1996,

While I have not received a response to my recent inquiries from you—which, in the absence of further clarification, somehow further supports the casino team’s findings—I have proceeded to gather additional information and evidence regarding this matter.

Following a comprehensive and independent review of all relevant materials, we have come to the conclusion that a breach of the rules occurred, as was previously communicated to you by the casino team.

With this in mind, we will now proceed to close this case as Rejected.

You are, of course, entitled to disagree with this decision and may contact the casino’s licensing authority or the relevant authority in your jurisdiction if you truly believe you have been wrongly accused. However, we are unable to provide further assistance in this matter. If you choose to pursue this route, feel free to inform me of the authority’s decision at michal.k@casino.guru.

I can only recommend that you familiarize yourself with and follow the casino’s rules in the future. Should you experience any issues with this or any other casino, feel free to contact us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Hoke1996. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We have received the following message from the player:

Dear Michal,

I want to sincerely apologise for my recent absence and delay in responding. Unfortunately I have experienced a serious personal and family situation that has required my full attention over the past period. It has been an extremely difficult time and I was not in a position to follow up on this complaint as I would have liked.

I want to be clear that I have not abandoned this case and I have no intention of doing so. The matter remains extremely important to me and I am now fully available again and ready to cooperate with whatever is required.

I kindly request that the complaint be reopened if it has been closed during my absence. I am also sending a separate email right now responding to your last request regarding my device details, browser, payment method, and transaction evidence. Everything has been compiled and is being sent to your email address.

Thank you sincerely for your patience and for the work you have put into this case. I apologise for any inconvenience caused and I am committed to seeing this through to a fair resolution.

Dear Hoke1996,

Thank you for your email and for providing the additional information and supporting materials.

I have carefully reviewed the material submitted by you and compared it against the evidence and information provided by the casino team during our investigation.

Following this review, significant discrepancies remain between your statements — specifically your assertion that you did not share your device with other casino users and that you neither sent nor received funds from any other MonkeyTilt player, including that you have not operated multiple accounts, instead only one account — and the documentation presented by the operator.

According to the evidence reviewed, multiple accounts were identified displaying highly similar registration and deposit patterns, coordinated device and network fingerprints, linked crypto funding sources, and participation in the same promotional offer within a relatively short timeframe. The associated accounts also demonstrated substantially similar gameplay behaviour.

Taken together, these factors cannot reasonably be viewed as isolated coincidence. Rather, they correspond with commonly recognised indicators associated with coordinated multi-account activity and bonus abuse practices, which are prohibited under the terms and conditions of virtually all online casino operators.

As an independent dispute resolution service, we have carefully assessed all information and evidence available to us from both parties. Based on the findings of our review, the casino’s actions appear to have been consistent with the applicable Terms and Conditions, of which you were previously informed by the operator.

By registering and using the casino’s services, players agree to comply with the casino’s rules and promotional conditions, and it is the responsibility of each player to adhere to those requirements.

In light of the above, the complaint will now be closed as "Unjustified," as the alleged violation of the casino’s rules has been sufficiently substantiated during the course of the investigation.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority or the appropriate authority in your jurisdiction if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the authorities' decision, should you opt for this route at michal.k@casino.guru.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru