MonoPlay Casino

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

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