WinMonaco Casino - Player’s account has been blocked.

Opened the account and deposited 50 euros, no bonus claimed.

Played over several days.

Requested a withdrawal of 6000 euro/

Only 50 euro was initiated. spoke to chat who said that once verified I was able to withdraw the rest.

Whilst waiting for the verification request I continued to play.

Got up to 59.000 euro balance, withdrew 40.000.

The next time I tried to log in, I have been locked out of my account.

Tried to contact by chat who kept disconnected me,

They have now removed the chat facility from the website,

Messages sent via the contact form have been ignored,

Dear Tracie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, ideally your game history along with any relevant communication to petronela.k@casino.guru? I understand that your account is blocked now but hopefully, you have saved any kind of supporting evidence beforehand.

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

email sent

Thank you very much, Tracie, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Tracie,

I looked at your complaint and will do my best to help you. I would like to invite Winmonaco Casino into this conversation. Casino, can you please specify why did you block the player’s account?

We would like to ask the Winmonaco 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.