Complaint #5 MonoPlay Casino

Failed self exclusion responsible gaming player protection

By Iggy40

1 week ago

Dear AskGamblers Team,

I am filing a formal complaint against Monoplay (monoplay33824.com) for its negligent and, in my view, systematic mishandling of a clearly disclosed gambling-addiction self-exclusion request.

I suffer from a gambling addiction. On 1 July 2026 at 18:14, I emailed the casino's official support address (support@monoplay.com) and explicitly requested account closure due to my gambling addiction, stating plainly: "Please delete my account about my gambling addiction."

A responsible operator must treat such a disclosure as an emergency and freeze the account immediately. Monoplay did not. Instead, on 3 July 2026, they replied and simply redirected me to another address (customercare@monoplay.com) and pointed me to their Terms and Conditions. I resent the identical request on 3 July 2026 at 10:24, again clearly citing my gambling addiction.

What I find especially alarming is that Monoplay's own Terms and Conditions state that an account closure can take up to 10 days to process. This is unacceptable. For a self-declared problem gambler, a 10-day window is not an administrative delay – it is 10 days in which the operator continues to accept deposits and losses from a vulnerable person who has explicitly asked to be protected. A built-in 10-day delay for addiction-related closures is not a harmless clause; it is a mechanism that predictably extracts further money from at-risk players. This strongly suggests the problem is systemic, not an isolated error, and that the operator has designed its process in a way that prioritises revenue over player protection and its responsible-gambling duty of care.

During the period after my first exclusion request, I continued to make numerous Mastercard deposits and lost a substantial sum. My current balance is only €0.13.

I am therefore demanding:

Immediate and permanent closure / self-exclusion of my account

A full refund of ALL deposits made from my first exclusion request onward (1 July 2026), as every one of these was accepted after I had clearly disclosed a gambling addiction and requested closure

A review of Monoplay's self-exclusion process, in particular the "up to 10 days" clause, which I consider a breach of responsible-gambling obligations

I have full email evidence and deposit records (screenshots including transaction IDs) available on request.

I ask AskGamblers to treat this as a matter of player safety, not merely a payment dispute.

Kind regards,

Disputed Casino MonoPlay Casino

Reason Self-exclusion

Discussion

Iggy40

4 days ago

Dear Monoplay Team,

Thank you for your response. I acknowledge that the case is currently under review, and I await the outcome of your assessment.

However, my central concern remains unresolved: a licensed operator carries a particular responsibility towards its players. The moment a casino becomes aware that a player is showing signs of a gambling problem, a duty of care arises that must be acted upon proactively – not only after a specific formality has been completed. Responsible gambling and player protection should be the top priority for every operator, and that is exactly what I expect here.

I therefore ask that your ongoing review explicitly include the period from my first disclosure of a gambling problem up to the actual closure of the account, and that the corresponding losses be refunded. I am happy to provide my email and chat records to support this.

A big thank you as well to the AskGamblers team for your support and your clear stance in this matter – I genuinely appreciate it.

Kind regards

MonoPlay Casino

• Representative

4 days ago

Dear AskGamblers,

We would like to confirm that your request is currently being reviewed by our team. As this matter relates to our Terms & Conditions, we are currently awaiting a final decision from the relevant team. We will provide you with an update as soon as the review has been completed.

Thank you for your patience.

Kind regards,
The Monoplay Team

Iggy40

1 week ago

Dear AskGamblers, dear MonoPlay Team,

Thank you for the response. However, MonoPlay's reply addresses only the formal self-exclusion request submitted on 03 July 2026 to the dedicated email address. It does not address the core of my complaint.

Before that formal request, I had already communicated to MonoPlay that I have a gambling problem. From the moment a licensed operator becomes aware of a player showing signs of problem gambling, it has a duty of care to act — this includes proactively restricting or closing the account, not waiting for the player to locate and use a specific "dedicated" self-exclusion channel. A responsible operator cannot rely on a formality to escape its safer-gambling obligations.

My complaint is therefore not about whether the 03 July request was processed within 10 business days. It is about the period between my earlier disclosure of a gambling problem and the point at which the account was actually restricted. During that window, the operator allowed me to continue depositing and losing despite being on notice.

As a fair compromise, I am not asking for a full refund of my entire history. I am requesting a refund of the losses incurred from the point of my first disclosure of a gambling problem up to the effective account closure.

I ask MonoPlay to review its full contact/chat history with me, including all messages sent through live chat and email, and to confirm the date of my first mention of gambling-related harm. I am happy to provide my own records to support this.

Kind regards

AskGamblers

• Support Team

1 week ago

Dear MonoPlay Casino,

Following your statement that the self exclusion requests takes up to 10 days to process, we have to disagree with your responsible gambling policy. We strongly suggest you to change the policy as responsible gambling should be first priority for each Operator.

In addition, we would also like to ask about the deposit amount. When will the player receive it?

Should the Operator fail to provide update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. e As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

MonoPlay Casino Complaint Stats

Resolved 3 / 4

Avg. Amount $1,049

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

MonoPlay Casino Complaints

See all complaints for this casino

Withdrawal getting delayd and declined

Hi,

This casino has had 2 disputes before so here is the 3rd.

I deposited 100€ in this casino with the welcome bonus of 200% up to 800€ with the code: WELL800, I wagered the entire bonus and got credited at the end 2000€ what was the max conversion rate with that bonus amount. I continued playing with that money and won 2000€ more and tried to withdraw 4000€ total. All this was done between the 19.05.2026 - 20.5.2026 as in the attached files screenshots say.

Then comes the verification process problems, i complete every step required to go trough the withdrawl at the first place and I go my winnings on pending withdrawl. 21.05 I was asked to to send out a bank statement and nothing else, did that on the same day. 22.5 asking for a selfie with my drivers licence, sended that too. All sended selfies with time stamps on emails will be added.

3 days go by without any information and on the 25.05 I get an email that im still missing document of my selfie with the drivers licence and also my withdraw was cancelled due the missing documents. I played 1000€ from my balance and then did the withdraw again and I sent them again with 3 different types of selfies with my driver's licence. Silence for 3 days and then without single email regarding the verification Ifind a message at the casino that my withdraw has been cancelled a second time and all my balance has been deleted apart from my original deposit of a 100€.

After the second declined withdrawl attept I recieved a pop up message stating I had broke the bonus terms and conditions. Asking about this and i recieved an email stating it was cancelled due the lack of documents, what I sended over 3 times. Over 10 years playing in thousends of different casinos and never gotten a bonus rule violation, so of course I checked. During my play time between 19.05.2026 to 25.5.2026 I placed over 16000 bets and all those bets with bonus money were made between 0.2€ - 2,4€ so the average of all those bets were 1,3€. NO forbidden games was played, no bets over 12€ was made, no any particual betting patterns besides switching games and/or providers. One techical incident i had in this casino was that the Game called ''Fire In The Hole 3 by NoLimit City'' bugged and froze in the middle of a bonus round, I instantly told the support that game has been frozen during bonus and can't be opened. (Knowing this is a violating the TC) But after like 30minutes of playing other game sand wagering, game was working again and played the bonus game and moved on. I got an email regarding to this 27.05.2026 what was wierd since I was already on my second withdraw attempt.

This incident is regarding 4 different violations on the MonoPlay part, Delayed payment, Verification issues, Declined payment and Bonus terms violation. All emails and screenshots regarding this issue are listed below, with timestamps of every event, full logs of bets can be added if deemed necessary. I would like to get my winnings of 3000€.

Sincirely

Resolved

€3,000

Withdrawal returned back to account

monoplay.com is trying to scam me leaving me with a very bitter experience.

It's getting so frustrating that i must cry out to you for your intervention on this matter.

On the 17th of January i made a withdrawal of 250 USD, almost immediately i received an email for account verification to process my withdrawal request which i have sent accordingly, after waiting for 4 days without receiving further updates or getting paid, I login my gaming account only to find out that my withdrawal was rejected, out of confusion i chatted their online support requesting for the cause of the withdrawal rejection but sadly what i keep getting are excuses.

Right now my withdrawal has been rejected without no reason given and I am strongly believe I will lost my money if i fail to make this compliant.

According to their terms and conditions, withdrawals take a maximum of 3 days, sadly my withdrawal stay for 4 days before rejection, now there is no hope of getting paid.

When I chat with them, their response are same, asking me to exercise patience without solution at the end making everything frustrating even more.

Below are the screenshots of my interactions with the management

Kind regards.

Resolved

$250

Not replying for 20 days

20 days ago, my account verification pop up showing I needed to upload my documents. I sent multiple emails to the KYC team

I have not received any reply to even one email to date.

I am successful in verifying my account on the sister site.

Very big casino group, and customer service is null

Very bad experience

Resolved

€396