MONOPOLY Casino ES - Играчът иска възстановяване на депозита.

Good morning, I have a problem with it, they have allowed a minor's card to be used, you can contact them, they told me to send documentation, and then it tells me that the account does not comply with the regulations, when you ask when They have realized that it does not comply, they have told me that when I notify my son's card, that is, if I do not notify the account, it continues to work and refunds are made from a minor's card, and they do not want to solve this problem, It does not seem normal to me that they do not verify the cards and that they give me this answer that the account does not comply when it has been working for 1 year. What can be done in this case? Thanks

Buenos dias,llevo un problema con ello han dejado que se utilice una tarjeta de un menor,me puede en contacto con ellos me han dicho que envíe una documentación,y después me dice que la cuenta no cumple con la normativa,al preguntares cuando se han dado cuenta que no cumple me han dicho que cuando yo avise de la tarjeta de mi hijo,o sea si yo no aviso la cuenta sigue funcionando y se hacen reintegros de una tarjeta de un menor de edad,y no quieren solucionar este problema,no me parece normal que no verifiquen las tarjetas y que me den esta respuesta que la cuenta no cumple cuando lleva 1año funcionando.que se puede hacer en este caso? Gracias

Dear Ioana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise who has used the card to deposit funds? Under whose name was the casino account registered?

Meanwhile, please understand that it is technically very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Ioana,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.