Monkaji Casino - Player's self-exclusion request failed.

Hello! I would have to perform this since December 26, 2023, so I have written an email to monkaji at a specified email address that is on their own page under the self exclusion tab. I wrote that I would like to shut myself off from their site forever for games on their sites, but a few days later I get an email that mity mail could not deliver, as a game addict I didn't think much of it at first, at first I panicked a bit and didn't know what to do, I ended up playing on monkaji and gambling away even more money that I couldn't afford to lose. I break down and write once more to monakji to shut me down, but the same thing happens, my mail does not deliver. now I have tried all of them to unsubscribe me 2 times on the referred email that is on their site. it ends up being another relapse where even more money is gambled away. I need 1 more time to write to the specified email then I get the same message again that the email is not delivered, I panic and don't understand what is happening! now i have lost so much money and just want my account to be suspended as i already wanted on december 26th. i panic and start looking around the internet for another alternative email address for monkaji, i find one that i test, i send off an email explaining my situation and the whole picture of what's going on! I will also state that I think this is incredibly wrong of them to have a misleading email address on their website that does not work. i requested my deposits from 26th december 2023 to be refunded to my account as i find that this responsibility lies with monkaji and i would not be able to play on their site and lose this money if they did not give me the wrong email address. finally i got a response from them, but then only a response that my account has been closed, they totally ignore me about an answer why they have a wrong email address on their website and totally ignored me about my request for a refund on my. deposits. I wrote an email asking why they are ignoring all this, these emails have not been answered either! i am very unusually treated and still wish to contact monkaji with an explanation and an apology and a possible refund of my deposits from 26th december 2023! WARNING!!

Dear Malmo1910,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Monkaji Casino.

I checked the website and when not logged in, the contact address is different:

Please allow me to ask you a few questions, so I can better understand the situation. 

• What alternative ways have you used to contact the casino? (live chat, different email) and when?
• When have you made the deposits in the casino and when was your account made inaccessible to you?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Malmo1910,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.