The player from Austria filed a complaint against MonoPlay regarding the handling of his self-exclusion request, which he submitted due to gambling addiction. Despite disclosing his situation on July 1, he experienced account inactivity and continued to be allowed to make deposits afterward, totaling €170, before the account balance reached €0.13. He sought a review of his contact history and a refund for losses incurred following his initial disclosure. We acknowledged that the casino delayed processing his self-exclusion request, but the deposits were made during the manual processing period before the account was closed. As a result, we concluded that the casino could not be held responsible for those winnings-related losses, and the complaint was rejected.
Monoplay Casino - Player requests review after self-exclusion was ignored.
Unjustified complaint
Amount: €170
Monoplay Casino
Safety Index 6.4 Below averageCase summary
Translation
Dear Casino Guru Team,
I am filing a complaint against MonoPlay (monoplay33824.com). It concerns their handling of a self-exclusion request in which I explicitly disclosed my gambling addiction.
Facts
I am a gambling addict. On July 1, 2026 at 6:14 PM, I wrote from [email hidden by Casino Guru] to the official support address ( support@monoplay.com ): "Hello please deleted my Account about gambling Addiction."
MonoPlay did not block the account. On July 3, 2026, they merely responded by referring to a different address ( customercare@monoplay.com ) and the terms and conditions. I resubmitted the same application on July 3, 2026 at 10:24 AM and explicitly mentioned my gambling addiction once again.
According to the terms and conditions, account closure can take up to 10 days.
Deposits after disclosure — documented
Following my initial disclosure, MonoPlay continued to accept Mastercard deposits. Secured after July 1, 2026:
July 2, 2026
€10.00 — #7451812568395503809
€10.00 — #7379754987544474721
July 4, 2026 — that is, after my second blocking request from July 3
€50.00 — #7451812568395508680
€50.00 — #7379754987544479959
€20.00 — #7307710421836807111
€20.00 — #7379754987544479911
€10.00 — #7307710421836807096
Total secured after disclosure: €170.00
In addition, there are several deposits from July 1, 2026 (including €50.00 — #7379754987544469561; €44.00 — #7451812568395498317; €30.00 — #7379754987544468233; €24.00 — #7451812568395499670; €22.00 — #7379754987544469519; €20.00 — #7379754987544468197; €19.00 — #7451812568395499659). My transaction overview only shows the date for these, not the time. MonoPlay can determine which of these are after 6:14 PM using its own system data — I expressly request this.
My account balance is now €0.13.
Why I consider this a breach of duty of care
As soon as an operator becomes aware that a player has disclosed a gambling addiction, the obligation to act arises immediately—not only when the player has found a specific "designated" channel for doing so. Particularly egregious is the fact that the deposits from July 4th were made after I had explicitly disclosed my gambling addiction twice. A fixed 10-day period for account closures due to addiction is not a neutral processing time, but rather a window of opportunity during which the operator continues to accept money from a player who has requested protection.
What I am requesting
I am not requesting a refund of my entire transaction history—only for losses incurred between my initial disclosure (July 1, 2026, 6:14 PM) and the actual account closure. Furthermore, I request that MonoPlay review my complete contact and chat history, confirm the date and time of my initial mention of gambling-related losses, and disclose the times of any deposits made on or after July 1.
Previous complaint to AskGamblers
I submitted the same issue to AskGamblers (complaint #5, user Iggy40). The AskGamblers support team informed MonoPlay that it was violating the operator's Responsible Gambling Policy and strongly recommended changing the 10-day time limit. MonoPlay initially responded that the case was being reviewed, but then stopped responding. The complaint was closed as unresolved because the casino manager did not reply.
Since the matter remains unresolved, I am raising it here. I am attaching my email and deposit confirmations (screenshots with transaction IDs).
Best regards
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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.
- Could you please forward me the full, uncropped conversations between you and the casino’s customer support regarding the closure of your account in their original format? Please include the complete email threads rather than only screenshots. My email address is veronika.f@casino.guru.
- When exactly did the casino finally block your account?
- Were you informed about the possibility of receiving a refund for the deposits you lost while waiting for your account to be closed?
- Did the casino freeze your account while you were waiting for the 10-day self-exclusion request processing period, or were you able to access your account freely throughout the entire waiting period?
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
TranslationHello Veronika, thank you very much for your support with your questions.
1. I sent you the conversation between myself and Monoplay via email.
2. The casino closed my account a few days after I filed a complaint with Ask Gamblers. Unfortunately, I can't give you the exact date as I wasn't notified by Monoplay. But I suspect it must have been between July 8th and 12th.
3. The casino did not address the issue of reputational damage, even though Ask Gambler pointed out to Monoplay that these terms and conditions regarding player protection were unacceptable. Unfortunately, this was ignored by Monoplay.
4. Until the account was finally closed, I was able to make unlimited deposits.
LG
ID
Thank you for your emails.
Have you received any response to the account closure requests you sent to the customer care email address on 3 July and again on 7 July? So far, I have only received the responses you received from the casino's general support email address.
When was the last time you deposited money into this casino?
TranslationHello Veronika, I only received a response from general support, which advised me to contact customer care support with my request. I did so, requesting account closure, but received no reply.
Regarding the deposits, I can only tell you that according to my screenshots, the "provisional" last deposit took place on July 4th; whether any further deposits followed should be in the casino's records.
Best regards
I
Hello IGGYSAN85,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Dear IGGYSAN85,
We acknowledge that there was a delay in processing your self-exclusion request, and the casino did exceed the expected timeframe for applying the account closure.
However, it is important to note that you made deposits only in the first few days after submitting your self-exclusion request. As is the case with many casinos, self-exclusion requests are manually processed by the relevant departments, which requires time to ensure they are handled properly and with due care. Unfortunately, your deposits were made during this processing period, before the casino had the opportunity to take action.
As a result, the casino cannot be held responsible for these funds. Therefore, you are not eligible for a refund of the deposits in question.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
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