Monoplay Casino - Player's account closure request is ignored.

iam requesting your urgent help and mediation regarding the online casino Monoplay

For over a week, I have repeatedly requested the immediate and permanent closure of my account. I explicitly informed their customer support team that I am struggling with a gambling problem and need my account to be closed for responsible gambling reasons

Despite my clear and unequivocal notifications, Monoplay has ignored my requests and refuses to close my account. Keeping my account accessible while knowing I have a gambling problem is a direct breach of basic Responsible Gambling standards and puts me at severe financial and emotional risk

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Dear Simon2929,

Thank you very much for submitting your complaint. I'm very sorry to hear about your situation and the difficulties you have experienced with Monoplay Casino.

Please understand that self-exclusion requests related to gambling addiction are extremely important, and casinos should take appropriate measures to protect players from further gambling-related harm.

To better understand your situation, could you please clarify the following:

• When exactly did you first request self-exclusion, and could you please provide screenshots of your requests and any relevant communication with the casino?
• Are you still able to access your casino account, make deposits, and play games?
• Have you made any deposits or experienced further gambling losses since you first informed the casino about your gambling problem?

If your account is still accessible, I strongly recommend contacting the casino again and clearly requesting immediate, permanent self-exclusion due to gambling addiction.

For additional protection, you may also consider using BetBlocker, a free tool that helps restrict access to gambling websites.

Thank you very much in advance for your cooperation and reply.

Best regards,

Samuel