Monoplay Casino - Player’s KYC process has been delayed.

I have problem with the kyc. They have asked me driver license, passport, utility bill, bank statement, pictures with both driver license and pass. Now they want 'Notarized Proof of Identity is a photocopy of your International Passport, that has been officially verified by a licensed notary public with a stamp and signature'

I don't know what else they want but i think this is ridiculous. And they just demand them like one email at a time, just to play time so they dont need to pay. At least i they should demand all the stuff same time and sent me examples what kind of document i need, so i will get the right one and not run this stuff all the time

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.

Dear Rimmmm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please confirm that you provided the casino with the notarized copy of your ID? Was it accepted?
• Have you achieved your winnings with the help the bonus?
• Could you please share with me your most recent communication with the casino? 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Dear Rimmmm,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

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

Player's message:

Hello. I was hoping that with notarized passport that i sent 17.7 would fix the problem with the casino. But now its 18.8 and i think my kyc progress is finished? This im not even sure as i havent received absolute email for this, but the same time i have tried to withdraw money and all time its been rejected. Last one was rejected 7.8 without any email or any explanation. After that i sent them message with all the stuff and days thats been happening and have only received them the normal 'we are sorry you have waited so long, ect we try to solve your problem ect' now i have made new withdrawal and its been pending from 10.8 and i think it will either be pending forever or they just reject it again. I have played with my own money, no bonus involved. Ive sent them my driver license, passport, driver and passport with my picture, bank statement, utility bill and notarized passport. After that the communication with casino is that i ask and they just answer like 'we are sorry for you wait, we will contact you when there is something? " im really tried of this. I made account 1.7,played,made withdraw and im still stuck without any explanation or without my money

Thanks for the update.

I apologize for not responding sooner.

• Did the casino approve your documents since your last message?

Please let me know.

Hello. This is the email that i got from them after I sent the notarized passport, so i would think it would be accepted

Now i have withdrawal thats been pending 3 weeks, without any progress.

Hello.

There is something else that happened and im afraid this is it with this casino. I dont think this stuff can be fixed or anything else. Ive lost all hope. But i want to publish this as no one else will have the same experience with me.

So like I've explained i made my account 1.7 played few days (initial deposit was 20 euros, without any bonuses) i did the kyc progress and all the stuff. Then there was the happening of 22.7. After asking the live chat is their kyc team on vacation, and going out of the casino I had funny feeling with their answer and went back, my account played on its own. Even the time i talked with live chat the account just played. I had to log out its to stop and i have screen video of the happening and i informed it to the livechat and sent it to the casino. (i will sent it to you for a email, the video) After that they suspended my account, it tookup to august 5 or 6 that they opened my account again. I made withdrawal and they rejected it without anything. So i waited and waited and ive sent them many emails about it. They did not even explain the happenings in my account 22.7. Nothing. So ive waited until this day and did go to my account this morning (ive done it daily at morning, day and evening) to look if they have rejected my withrawl and it has happened again. When ive been sleeping all my 20000 euros i won in July 1-6 all the money was gone. I have informed the casino of the scam and fraud. I haven't played any times after my account balance was 20007.15 euros. Ive informed it changed 22.7 when my account did whatever it did. Ive even wrote them that i do not have any courage to play as im afraid i do something they can use it against me and not pay out. But now it seems i should have played it myself as i would have had even some fun. Now im with stress and angry. I never ever in my life tought i would have experience this. I know casinos can take time with kyc and withdrawal and take really long time with this for the sake that people would play the money back. But this kind of fraud and scam i havent seen. But i think there is nothing i can do, only publish this and hope some miracle. I at least tought they had license and many casinos with the same license so they should be at some point legit and trustworthy, but it seems like i was wrong. It seems it does not prove anything. (i sent you the screenshots of my account what i have taken over this 2 months and video in that 22.7 day. This what happened yesterday i dont have any video or anything else as it happened the time i was sleeping) if you can help nice, but i think its so bizzarre and crazy that i dont really hold much hope. I just know that i won't play with this casino operator ever again. And i hope no one else will have this kind of experience with this casino

Dear Rimmmm,

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, Martin (martin.l@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

Hello Rimmmm,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Monoplay Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us?

The player has provided evidence showing a balance of €20,721.05 on 27 August after several rejected withdrawal attempts, together with recordings of unusual account activity reported on 22 July. She now alleges that the remaining balance disappeared through gameplay she did not initiate - if possible, please clarify the situation to us from the casino's point of view. I believe that technical logs showing all logins and logouts, including the IP addresses, device hashes or any other tracked data could be helpful during this investigation.

Please also shed more light on the KYC and withdrawal status, including the reasons for the previously rejected withdrawals, and the complete gameplay and balance history for 22 July and from 27 August onward.

You can send the records privately to me at martin.l@casino.guru. Please also confirm that the account has been secured against further activity while this matter is reviewed.

I want to share you with my bets what i made and what happened 22.7 and 1.9

So you see how funny they are (i have screenshots of them all and i can sent them to you) casino said there is no suspicious activity of my account but i think this is crazy.

Bets can wary as I counted them by hand.

Games i played (1544 bets casinos count)

1.7.2026

Wolf fang valhalla rising 17:58-18:07 (134 bets)

Wolf fang frozen wilds 18:08-18:08 (11 bets)

Joan of ark 18:09-20:58 (1399)

2.7. 2026

855 bets (casinos count)

Time frame 

Ice wolf 2 - 6:21-7:32 (239 bets)

Joan of Ark 07:33-08:13 (324 bets)

Joan of Ark 12:49-12:52 (43 bets)

Joan of Ark17:36-17:53 (249 bets)

4.7 (573)

Joan of Ark 16:22-17:00 (442 bets)

Joan of Ark 18:46-19:08 (130 bets) 

Games played

5.7

Joan of ark 11:31-11:48 (191 bets) 

I went there to amount 20007 euros. And next message is what happened in 22.7 and 1.9 what is funny, and one explanation why the amount is 20721, because they did not do anything about the happenings of 22.7

22.7 i dont approve 

417 bets

Jackpot casino depit

Time frame 11:13-11:13 (25 bets)

Hand of Anubis

11:13-11:13 (25 bets)

Back to jackpot casino depit

11:14-11:14 (29 bets)

Back to Hand of Anubis

11:14-11:14 (29 bets)

Back to jackpot casino depit

11:15-11:15 (28 bets)

Back to Hand of Anubis

11:15-11:15 (28 bets)

Back to jackpot casino debit

11:16-11:16 (6 bets)

Back to Hand of Anubis

11:16-11:16 (6 bets)

Commander of tridents 11:17-11:27 (241bets)

1.9. 2026 (1594 bets)

Jackpot casino depit 20:26-20:26 (12 bets)

Hand of Anubis 20:26-20:26 (12 bets)

Jackpot casino depit 20:27-20:27 (24 bets)

Hand of Anubis 20:27-20:27 (24 bets)

Jackpot casino depit 20:28-20:28 (27 bets)

Hand of Anubis 20:28-20:28 (29 bets)

Jackpot casino depit 20:29-20:29 (27 bets)

Hand of Anubis 20:29-20:29 (25 bets)

Jackpot casino depit 20:30-20:30 (27bets)

Hand of Anubis 20:30-20:30 (29 bets)

Jackpot casino depit 20:31-20:31 (25 bets)

Hand of Anubis 20:31-20:31 (25 bets)

Jackpot casino depit 20:32-20:32 (28 bets)

Hand of Anubis 20:32-20:32 (26 bets)

Jackpot casino depit 20:33-20:33 (26 bets)

Hand of Anubis 20:33-20:33 (25 bets)

Jackpot casino depit 20:34-20:34 (5 bets)

Hand of Anubis 20:34-20:34 (5 bets)

Joan of arc 20:35-20:41 (81 bets)

Jackpot casino debit again 20:42 (2 bets)

Ice wolf 2 20:42-20:42 (2 bets)

Jackpot casino depit 20:43-20:43 (6 bets)

Ice wolf 2 20:43-20:43 (6 bets)

Jackpot casino depit 20:45-20:45 (9 bets)

Ice Wolf2 20:45-20:45 (9 bets)

Jackpot casino depit 20:47-20:47 (18 bets)

Book of dead 20:47-20:47 (19 bets)

Jackpot casino credit 20:48 (1 bet)

Jackpot casino depit 20:48-20:48 (12bets)

Book of dead 20:48-20:48 (11 bets)

Jackpot casino debit 20:49-20:49 (16 bets)

Book of dead 20:49-20:49 (16 bets)

Jackpot casino debit 20:50-20:50 (20 bets)

Book of dead 20:50-20:50 (20 bets)

Jackpot casino debit 20:51-20:51 (19 bets)

Book of dead 20:51-20:51 (19 bets)

Jackpot casino debit 20:52-20:52 (19 bets)

Book of dead 20:52-20:52 (19 bets)

Jackpot casino debit 20:53-20:53 (16 bets)

Book of dead 20:53-20:53 (16 bets)

Jackpot casino debit 20:54-20:54 (13 bets)

Book of dead 20:54-20:54 (13 bets)

Jackpot casino debit 20:59-20:59 (14bets)

Big buffalo 20:59-20:59 (15 bets)

Jackpot casino debit 21:00-21:00 (24bets)

Big Buffalo 21:00-21:00 (24 bets)

Jackpot casino depit 21:01-21:01 (22 bets)

Big Buffalo 21:01-21:01 (14 bets)

Jackpot casino depit 21:02-21:02 (21 bets)

Big Buffalo 21:02-21:02 (21 bets)

Jackpot casino depit 21:03-21:03 (13 bets)

Big Buffalo 21:03-21:03 (13 bets)

Jackpot casino depit 21:06-21:06 (18 bets)

Mighty Wild: Panther 21:06-21:06 (19 bets)

Jackpot casino depit 21:07-21:07 (33 bets)

Mighty Wild: Panther 21:07-21:07 (32 bets)

Jackpot casino depit 21:08-21:08 (21 bets)

Mighty Wild: Panther 21:08-21:08 (22 bets)

Jackpot casino depit 21:09-21:09 (23 bets)

Mighty Wild: Panther 21:09-21:09 (22 bets)

Jackpot casino debit 21:11-21:11 (15 bets)

Sugar rush ‪1000 21‬:11-21:11 (16 bets)

Jackpot casino depit 21:12-21:12 (24 bets)

Sugar rush ‪1000 21‬:12-21:12 (24 bets)

Jackpot casino depit 21:13-21:13 (18 bets)

Sugar rush ‪1000 21‬:13-21:13 (18 bets)

Jackpot casino debit 21:14-21:14 (19 bets)

Sugar rush ‪1000 21‬:14-21:14 (19 bets)

Jackpot casino depit 21:15-21:15 (18 bets)

Sugar rush ‪1000 21‬:15-21:15 (18 bets)

Jackpot casino depit 21:16-21:16 (14 bets)

Sugar rush ‪1000 21‬:16-21:16 (14 bets)

Jackpot casino depit 21:17-21:17 (15 bets)

Sugar rush ‪1000 21‬:17-21:17 (15 bets)

Jackpot casino depit 21:18-21:18 (13 bets)

Sugar rush ‪1000 21‬:18-21:18 (13 bets)

Jackpot casino depit 21:19-21:19 (16 bets)

Sugar rush ‪1000 21‬:19-21:19 (16 bets)

Jackpot casino depit 21:20-21:20 (5 bets)

Sugar rush ‪1000 21‬:20-21:20 (5 bets)

Gold nugget rush 2 21:21-21:22 (26 bets)

Super pyramid of gold hold and win 21:23-21:25 (30 bets)

5 sevens hold and win 21:26-21:29 (31 bets)

Hi, we've just recognized that this request was re-opened and are going to check the status internally.

Br.

The MonoPlay Casino Team

Dear Casino representative,

thank you very much for the message, we will be awaiting your update.