Monaco Jack Casino - Проверка личности игрока задерживается.

Hello,

I am opening this complaint against Monaco Jack Casino due to an unjustified delay in my account verification (KYC) and a total lack of communication from their team.

I deposited funds into my casino account and immediately submitted the required documents for verification. My ID card and selfie were approved almost instantly. However, I also uploaded my bank statement as proof of address, and it has been stuck on "Pending" status for over a month now.

I have tried to contact their customer support multiple times via live chat on different days and at various times, but I always receive the exact same automated message stating that they are "busy". Furthermore, I have sent several emails to their support address and even left a review on Trustpilot explaining my situation, but I have been completely ignored on every channel.

Since it has been more than 30 days without any update or explanation, I kindly ask for Casino Guru's mediation to help me get my proof of address verified so that I can access my funds.I have attached screenshots of my pending verification status and the automated messages from the live chat as proof.

Thank you for your assistance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 clarify your situation.

• Have you checked that your casino profile has been completed correctly, including your address details?
• Does the address listed in your casino account match the address shown on the identity documents you submitted for verification?
• Have you ensured that your bank statement was uploaded in the correct format and that it covers the required verification period (usually the last 3 months)?
• What types of games did you play to accumulate the winnings you are trying to withdraw?

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

Hi Veronika, thanks for your support. Here are the answers to your questions:

Yes, I have verified my casino profile and it is completely filled out, including all my address information.

Yes, the address registered on my account exactly matches the address on the documents you sent.

Yes, the statement is in the correct format and is very recent (covering the last 3 months). It clearly shows my name, surname, address, and the four corners of the sheet.

I only got my winnings from the slots.

I'm available if you need any further information. Thank you very much.

Ciao Veronika, grazie per il supporto. Ecco le risposte alle tue domande:

Sì, ho verificato e il mio profilo sul casinò è completato correttamente in ogni sua parte, inclusi tutti i dati del mio indirizzo.

Sì, l'indirizzo registrato sul mio conto corrisponde esattamente all'indirizzo presente sui documenti inviati.

Sì, l'estratto conto è in formato corretto ed è recentissimo (copre gli ultimi 3 mesi). Mostra chiaramente il mio nome, cognome, indirizzo e i 4 angoli del foglio.

Le vincite le ho accumulate solo dalle slot.

Resto a disposizione se servono altre informazioni. Grazie mille.

Thank you for your response.

Please forward me the utility bill that is still pending verification in your account at [email protected]. If you have had any further communication with the casino's customer support in the meantime, kindly forward it to me as well.

I appreciate your patience and cooperation.

Hi, I already sent it to you but I'm sending it again via email because I can't attach the file here.

ciao ,ve l'avevo già mandata ma ve la rimando di nuovo via email perchè quà non riesco ad allegare il file

Thank you for your email. However, I have not yet received your utility bill, just a screenshot from your casino account showing which documents you have provided so far. Please note that I need to see the exact document that you submitted as your proof of residence that is still pending verification in your account. I appreciate your cooperation.

Hi, I just sent it to you. Can you reply as soon as possible? This is taking a long time. Thanks in advance.

ciao te l'ho appena mandato,riesci a rispondere il prima possibile?la situazione sta andando per le lunghe...grazie in anticipo.



Dear frac,

Thank you for reaching out and I sincerely apologize for the delay in responding. We are currently managing over 1100 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora ([email protected]), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Monaco Jack Casino representative to join this conversation.

Dear Monaco Jack Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

Dear Player,

I have attempted to contact the casino multiple times; however, unfortunately, I have not received any response from their side. Without the casino’s cooperation, there is very little more we can do at this stage. For this reason, I will now mark the complaint as unresolved in our system.

I understand this is not the outcome you were hoping for. Please note, however, that unresolved complaints negatively affect the casino’s rating on our website, which may encourage the casino to improve its approach in the future. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA), also known as Anjouan Gaming, by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in situations like this.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in our article. If you need any assistance with the submission process, or if you receive a response from the regulator, please don’t hesitate to contact me at [email protected].

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Kind regards,

Barbora