The player from Austria is facing difficulties with a withdrawal from the casino, as they claim to have processed the payment but provided a transaction ID linked to a Bitcoin Cash address instead of Litecoin, which she used for the withdrawal. Despite her repeated requests for clarification and evidence, the casino continues to assert that the payout has been made, leaving her frustrated.
Monoplay Casino - Player's withdrawal has been delayed.
Opened
Current status
Waiting for casino to reply
6d 17h 8m 42s
Monoplay Casino
Safety Index 6.4 Below averageCase summary
Discussion
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2 weeks ago
Translation
Hello, I've been corresponding with the casino for weeks now. They keep saying they've paid out. I asked them to send me the transaction ID (HASH), and they sent me a transaction ID, but it's from a Bitcoin Cash address. I withdrew with Litecoin. I've emailed them so many times explaining that I don't have a Bitcoin Cash wallet, but they always reply with the same thing: they've paid out. The amount shown in the HASH they sent me is different from my withdrawal amount, but no matter what I write, they always reply the same way: they've paid out. I sent a screenshot; you can see it's Bitcoin Cash and the amount is different from my withdrawal. The casino no longer shows which cryptocurrency I used for the withdrawal, but they must know this. Please help me. Thanks. Sincerely, Violeta
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2 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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2 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Monoplay Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please explain in detail how you exchanged the information regarding the payment method that is supposed to be used for payout?
- Would you be able to share with me the communication you received before and after the payment was processed?
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
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2 weeks ago
TranslationHello, I've written everything via email. In the chat, I was told that everything has been forwarded to the responsible department, but I'm still stuck. They keep saying the same thing: they've paid out. Where should I send the communication, here or by email? tomas@casino.guru I have now sent several emails to that address. tomas@casino.guru Sent. Thanks. Best regards, Violeta
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1 week ago
Thanks for your reply and the information provided.
Could you please specify how you entered the information about your wallet in the casino's payment system? If possible, try providing screenshots to better illustrate the process.
Send the information to my email at tomas@casino.guru for review.
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1 week ago
TranslationHello, I went to withdraw my funds, selected Litecoin as my crypto, entered my wallet address, and then withdrew. Unfortunately, I can't take a screenshot. I can't access the casino cashier now because there's no money in my account; you can only withdraw if you have funds. I also deposited with Litecoin, but that's a different address because I deposited it from my exchange, Bitbanda. I made the first withdrawal with that address as well, and they paid out to Bitbanda, but Bitbanda, the cryptocurrency exchange, sent the money back because they don't accept deposits from third parties. Then I created my own Litecoin wallet and withdrew to that. I've never had a Bitcoin Cash wallet and don't have one, so I couldn't have withdrawn with Bitcoin Cash. Regards, Violeta
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yesterday
Dear vio26,
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, Stefan (stefan.m@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
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yesterday
Dear vio26,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Monoplay Casino to join this conversation and assist in addressing the complaint.
Dear Monoplay Casino,
Could you please provide your comments regarding the situation?
Thank you in advance for your cooperation and for sharing any relevant information.
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yesterday
Dear casino.guru,
thanks for inviting us to this forum.
We are investigating this request and should be able to provide an update soon.
Br. The MonoPlay Team
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yesterday
Dear Monoplay Casino,
Thank you for your response and for joining the complaint thread.
We appreciate your cooperation. Please keep us updated on the progress of your investigation and provide us with any relevant information as soon as it becomes available.
I look forward to your response.
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9 hours ago
Dear Casino Guru,
We have conducted an additional and thorough review of the matter, including the relevant transaction and payment records. Our findings confirm that the withdrawal was successfully processed on our end some time ago.
Please note that payment account details are entered directly by the player when submitting a withdrawal request. Accordingly, the payment was processed to the account details provided and confirmed by the player at the time of submission.
We take all player concerns seriously and remain committed to reviewing each case carefully and fairly. However, based on the information currently available, we have found no indication of mishandling, a processing error, or any failure on our part. The claims being presented are therefore not supported by the transaction records and appear inconsistent with the documented sequence of events.
Should the player have any new and verifiable information demonstrating otherwise, they are welcome to provide it through the appropriate private support channel for further review. Without such evidence, our records confirm that the payment was processed correctly to the payment account submitted by the player.
Best Regards
The MonoPlay Team
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9 hours ago
TranslationHello, I received another email today, but as I've already explained so many times, I don't have a Bitcoin Cash wallet and never have. I don't know who they sent the money to, but it wasn't me. I only have a Litecoin wallet. I also sent this via email, as you can see in the screenshot. How am I supposed to prove anything? I can't even go to the cashier at the casino because you can only withdraw if you have €25 in your account. Is this wallet address on an exchange or a private address? If it's an exchange, you can ask them who owns the Bitcoin Cash wallet because I don't have one. Regards, Violeta
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6 hours ago
Dear Monoplay Casino,
Thank you for your response.
Could you please explain how the withdrawal process works in your casino?
In particular, we would like to know whether the player is required to manually enter the cryptocurrency wallet address when requesting a withdrawal, and whether any verification is carried out to confirm that the wallet address belongs to the player before the withdrawal is processed.
Thank you in advance for the clarification.
I look forward to your response.
