Monkaji Casino - Играчът иска възстановяване на депозита си.

I am writing to file a complaint against Monkaji Casino regarding their refusal to refund my deposits after i requested self-exclusion due to my gambling addiction. On 7th of april, i sent an email to their customer service requesting self-exclusion from their casino due to my addiction.

However, I was still able to create an account and gamble at Monkaji, which Led to significant financial losses. When I contacted their customer support to request a refund, i was declined and ignored.

I believe that Monkaji casinos failure to enforce my self-exclusion is a serious issue, especially considering they were aware of my addiction. I had taken steps to address my addiction, yet they failed to protect me from my harmful behaviour.

I urge you to investigate this issue and take approriate action against Monkaji Casino. Their failure to refund my deposits after knowing about my addiction is unaccetable and I hope that they take steps to rectify this situation and prevent similar incidents from happening in the future.

Hello Romppe93,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Monkaji Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Was your account closed after you requested for self-exclusion? How long after your request did you open a new account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick.

No, I dont think my account is verified, only email address. My account was closed, when I issued a complaint, but the issue is, that I notified them about my gambling issue on 7.4 and yet I was able to create an account. I believe I opened my account on Monkaji around 20.4.2023

I should not be able to create an account in Monkaji, and certainly not make deposits, since I told them to block my access to the Casino. They were in full knowledge about my addiction.

Last time I talked to them yestarday, when issuing the complaint. They basically told to F myself, and did not cooperate, or offer any assist.

Here is proof, from my email.

Also they are lying in their terms. They address to make complaints in site called thepogg, in terms, but Monkaji is not even listed in that site when doing a complaint.

Hello Romppe93,

Did you use a different e-mail to register? Did you use the same personal details to register with the new account?

Hello Nick,

Yes, same email, and same information were used when creating an account.

Hello Romppe93,

I've noticed that you need to enter your phone number in order to register/begin the registration process. Did you also use the same phone number with both accounts?

Hi Nick,

Yes, I did use the same phone number. I only have one phone number.

Hello Romppe93 and thank you for all the information provided so far. As we will need to hear more details from the casino as well, your complaint will be now forwarded to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Romppe93,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the 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’ which may negatively affect its rating.

Hello Romppe93,

I have successfully reached out to the casino representative. Could you clarify if you have received a response to the email you provided as evidence? Has there been any additional communication?

Hello,

Only response to the proof email was, that they distiputed my screenshots, because i dont have over month old ticket number saved. After that dead silence.

Dear Romppe93,

Many thanks for your cooperation and patience. I am writing to inform you that I am currently awaiting a response from the casino representative who is investigating the issue. In light of this, I am extending the timer by 7 days and I will keep you updated with any further information I receive.

Since we haven’t received any further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint at any time.

Dear Romppe93,

I am very sorry, but since the casino team failed to provide us with any relevant information on your case, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef