Monaco Jack Casino - Отказ игрока от участия в турнире отложен.

Good morning,

I would like to file a formal complaint with MonacoJack Casino regarding a withdrawal that I have not yet received, despite several days having passed since the request.

On May 18, 2026, I submitted a withdrawal request for EUR 102.00 via bank wire, with transaction ID 671.

To date, the transaction still appears as "Pending" in my personal area on the site. I have repeatedly contacted customer service via email ( [email protected] ) to ask for clarification regarding the timing and reasons for this significant delay.

Unfortunately, the responses received were continuous requests to wait based on internal casino issues:

1. On May 27th, Ana, the operator, informed me that there had been an error on their bank's part and that they were awaiting approval of the payment from the finance team.

2. Subsequently, in a support chat, I was informed that there had been "managerial and organizational changes within the casino" that were impacting the flow of payments, reassuring me that they would be back up and running within a few days.

3. In the last communication received on Monday, June 1st, support continued to stall, writing verbatim: "Unfortunately, there is no news or updates; we are still waiting for confirmation from the finance team."

I find it unacceptable that after almost three weeks a withdrawal transaction is still blocked without a real reason and with constant generic excuses related to internal management problems.

I kindly request your intervention so that the casino can finally unlock and process my payment.

I remain available to provide CasinoGuru administrators with all screenshots of the transaction and the message history exchanged with support.

Best regards

Buongiorno,

Desidero presentare un reclamo formale contro MonacoJack Casino in merito a un prelievo che non ho ancora ricevuto, nonostante siano trascorsi ormai molti giorni dalla richiesta.

In data 18 maggio 2026 ho inoltrato una richiesta di prelievo pari a 102,00 EUR tramite bonifico bancario (Bank wire), contrassegnata dall'ID transazione n. 671.

Ad oggi, la transazione risulta ancora nello stato di "Pending" (In attesa) all'interno della mia area personale sul sito. Ho contattato ripetutamente il servizio di assistenza via email ([email protected]) per chiedere delucidazioni in merito alle tempistiche e ai motivi di questo forte ritardo.

Le risposte ricevute sono state purtroppo continue richieste di attesa basate su problematiche interne del casinò:

1. In data 27 maggio, l'operatrice Ana mi ha comunicato che si era verificato un errore da parte della loro banca e che erano in attesa dell'approvazione del pagamento dal team finanziario.

2. Successivamente, in una chat d'assistenza mi è stato riferito che vi erano stati dei "cambiamenti a livello gestionale e organizzativo all'interno del casinò" che stavano avendo ripercussioni sul flusso dei pagamenti, rassicurandomi sul fatto che sarebbero tornati operativi in pochi giorni.

3. Nell'ultima comunicazione ricevuta lunedì 1 giugno, l'assistenza ha continuato a prendere tempo scrivendo testualmente: "purtroppo non ci sono novità o aggiornamenti; stiamo ancora attendendo la conferma dal team finanziario".

Trovo inaccettabile che dopo quasi tre settimane una transazione di prelievo sia ancora bloccata senza una reale motivazione e con continue scuse generiche legate a problemi di gestione interni.

Chiedo gentilmente il vostro intervento affinché il casinò sblocchi e processi definitivamente il mio pagamento.

Resto a disposizione per fornire agli amministratori di CasinoGuru tutti gli screenshot della transazione e della cronologia dei messaggi scambiati con il supporto.

Cordiali saluti

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to better understand your situation.

• Have you made any successful withdrawals from this casino in the past?
• Have you completed the full KYC verification process, or at least submitted any identity documents for verification?
• Would it be possible to withdraw your winnings using an alternative payment method, given that the bank transfer option has not been successful so far?
• Has the casino provided any information regarding when the payment issues are expected to be resolved?
• I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika