Monkaji Casino - Player's withdrawals have been delayed.

Despite requesting a withdrawal over 10 days ago for my no-deposit bonus, there has been no payout yet. The same goes for another request I made after playing with my own funds; it's been more than 7 days without any withdrawal. There's no live chat feature within the casino and any queries sent via email have not been replied to in more than 5 days. I would appreciate some immediate attention.

Dear saya31040517,

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 understand the whole situation completely.

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only? 

Please understand, that without verifying your account, you won’t be entitled to any withdrawals. 

However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards, 

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

About my account I have submitted my ID and proof of current address, but there is no response.

Regarding withdrawals, I received an email asking me to apply for withdrawal again due to a mistake in the withdrawal account, but I applied with the correct account and received no response.

Currently, or rather, for several days now, there has been no change in the withdrawal history column since the no deposit bonus and normal withdrawal columns are currently being traded.

Thank you very much, saya31040517, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello saya31040517,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Monkaji Casino,

Could you possibly provide additional information regarding the delayed withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Thank you for your support. I received a no deposit bonus and applied for a withdrawal. However, due to my inexperience with the service, there was a problem with the bank account I was applying for a withdrawal from, so I received an email from the management asking me to reapply using the correct account, so I applied for a withdrawal using the correct account. We submit a driver's license and address confirmation documents to the management. Withdrawals were so slow that I thought I needed a record of deposits, so I deposited $20 and applied to withdraw $50 of my profits. However, the money has not been withdrawn yet and there has been no contact from the management.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear saya31040517,

I have contacted the casino and this is the answer I have received:

"KYC was requested as the initial bank details provided was invalid, no KYC was received and withdrawals were left pending. The withdrawals have now been paid to the new details and we hope it arrives shortly. Let us know otherwise."

Your withdrawal should arrive in your account shortly, please let us know when that happens so we can mark this complaint in our system as resolved. I will be waiting for your updates.

thank you. The amount confirmed in my account was changed to ``Withdrawal completed''. It was stated that it would take 2 to 4 days from the completion report to withdraw the money, so I will wait. IM a litte relieved.

I thought the money would be withdrawn because it was changed to complete, but instead the $90 was just returned to my account. I applied for withdrawal again, but even when I contacted Monkaji management, I never received a reply. How can I contact them and get them to respond?

I applied for a withdrawal, but the $90 I applied for was returned to my casino account. There is no explanation. Could you please inquire with the casino about how to proceed with the withdrawal process? No matter how many times I contacted the casino, there was no response.

Dear saya31040517,

I have contacted the casino outside this thread regarding this case and I am still waiting for an answer. I will let you know with any updates.

It has become indebted to. I decided it was no longer possible to withdraw money, so I spent $90 and quit. thank you for helping me.

Dear saya31040517,

Does that mean you no longer have the requested funds in your account? If you do, and you want to withdraw them, we are prepared to help you.

Dear saya31040517,

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. I am sorry I could not be of more help on this occasion.

Best regards,

Michal V, Casino.Guru