MonkeyTilt Casino - Pelaajan kotiutus on viivästynyt.

I made 2 deposits to monketilt, after the second one I had around 400$ on my balance, so I requested a withdrawal. Shortly after my withdrawal was declined and I received an email for KYC. I provided my documents twice, but both times they were declined for fictional reasons. After the 3rd time I finally passed KYC-check, but since then my withdrawal has not been processed. Support keeps saying same things about checks and "no eta" and I can't even cancel my request as of now, so they are just holding my money

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please share a screenshot of the confirmation you passed verification or a similar proof, if available? Post screenshot here or send the information to my email at tomas@casino.guru
• When have you completed the verification of your account?
• When did you request a payout?
• Have you achieved your winnings with the help of a bonus?

Looking forward to hearing from you.

Best regards,

Tomas

Thank you very much for the explanation.

Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

I will set the timer for an additional 5 days to allow the casino two full weeks to process the payment. If there’s no development by Monday, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.

Please inform me about any developments regarding your payout.

Dear margarcia,

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