The player from Germany claimed that Monkeytilt Casino blocked his account after he had achieved significant winnings while playing eligible games. He faced accusations of violating terms and conditions and viewed the removal of a game from the eligible list after his winnings as fraudulent behavior. He sought assistance in recovering his winnings, which amounted to 18,155 USDT. The complaint was marked as unresolved due to a lack of cooperation from the casino, and the player was advised to contact the Tobique Gaming Authority for further action.
MonkeyTilt Casino - Player's winnings have been confiscated.
Unresolved
Our verdict
No reaction
Black points: 1,896
Amount: $18,155
MonkeyTilt Casino
Safety Index:Below averageCase summary
Discussion
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3 weeks ago
Translation
Hello, Monkeytilt Casino is trying to cheat me out of my fairly earned winnings using brazen methods!
I registered at Monkeytilt on March 11th and claimed the 500% welcome bonus on my deposit. Monkeytilt has a special "Bonus Eligible Games" category, which lists all the games that can be played with the bonus. I played Brick Snake 2000 by No Limit City with a €1.60 stake and won the maximum. Afterwards, with a balance of 16,200 USDT, I switched to 888 Dragons by Pragmatic Play and continued playing with a €2 stake.
After an hour of further winnings (account balance 18155 USDT), my account was blocked while I was playing. I could no longer log in or contact support.
Shortly after, I received an email from support stating that my account was blocked and that I should send KYC documents. They requested an ID card and a selfie with my ID. I sent both within 30 minutes. After that, there were no further updates, and when I inquired, I was repeatedly told to... investigations@monkeytilt.co I contacted them for information. I did this daily for 5 days without any response. Only after I inquired several times with regular support did I receive an email from them. investigations@monkeytilt.co which accuses me of violating the terms and conditions, confiscates my money, and keeps my account blocked.
I just checked the website again, and Monkeytilt has now removed the game 888 Dragons from the "Bonus Eligible Games" list. I can assure you 1000000% that this was only removed AFTER my winnings were confiscated and is now being used as justification. Furthermore, even if the game hadn't been on the list of eligible games, it wouldn't have been possible to open it at all, so this behavior is nothing but fraud.
I would also like to point out that my account was blocked about 1 hour after the max win in Brick Snake 2000, and this certainly would not have happened if I hadn't had this high win.
I request your help in obtaining my fairly earned profits from Monkeytilt.
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3 weeks 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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3 weeks ago
Dear Maruschka,
Thank you for submitting your complaint. I’m sorry to hear about your experience at MonkeyTilt Casino. We believe that restricted games for bonus play should be blocked and that this rule should be implemented at the software level—meaning the casino's software or website should prevent players from placing bets on games that are not permitted during bonus wagering. That would be the ideal solution. Alternatively, at the very least, players should be notified when they access a restricted game that it cannot be played while their bonus is active.
- Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
- Do you have access to your gameplay history in your account? If yes, could you please share it with us?
- If there is any other relevant communication between you and the casino, please forward it to attila.g@casino.guru. Alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Attila
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3 weeks ago
TranslationHi Attila, I didn't play any banned games. Both slots, Brick Snake 2000 and 888 Dragons, were allowed and listed as "Bonus wagering games." I'd also like to point out that Monkey Tilt banned my account shortly after I got the maximum win on Brick Snake 2000 and then switched to 888 Dragons.
I am quite certain that my account would not have been suspended if I hadn't achieved the maximum win in Brick Snake 2000. Five days after my suspension and subsequent notification that my funds would be confiscated, I discovered that Monkey Tilt had removed the game 888 Dragons from the "Bonus wagering games" list. This was done retroactively and is now being used as justification for confiscating my money.
I'll send you an email with the email history. Unfortunately, I can no longer log in because Monkeytilt blocked me shortly after my win. I know I'm in the right and that Monkeytilt is trying to cheat me.
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2 weeks ago
TranslationHi Attila, I've forwarded you the entire correspondence. There are 4 emails.
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2 weeks ago
Dear Maruschka,
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, Peter (peter.c@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,
Attila
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2 weeks ago
Hello there,
Thank you Maruschka for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask MonkeyTilt Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.
Thank you!
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1 week 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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yesterday
PeterDear hase2002,
I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Tobique Gaming Authority and submit a complaint to them. You can do so through the validator on the casino website. (validator link) Please let me know if you need help with submitting the complaint or how they responded, if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
