MonoPlay Casino

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 ([email protected]) 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 ([email protected]) 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,

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