MONOPOLY Casino ES - Player’s requesting deposit refund.

Good morning, I have a problem with it, they have allowed a minor's card to be used, you can contact them, they told me to send documentation, and then it tells me that the account does not comply with the regulations, when you ask when They have realized that it does not comply, they have told me that when I notify my son's card, that is, if I do not notify the account, it continues to work and refunds are made from a minor's card, and they do not want to solve this problem, It does not seem normal to me that they do not verify the cards and that they give me this answer that the account does not comply when it has been working for 1 year. What can be done in this case? Thanks

Dear Ioana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise who has used the card to deposit funds? Under whose name was the casino account registered?

Meanwhile, please understand that it is technically very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Ioana,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.