MONOPOLY Casino UK - Аккаунт игрока был закрыт.

I have made a good amount of money on Monopoly Casino (linked to BallyBet) in Ontario, a regulated iGaming book. However they have closed my account without allowing me to login now, and the text says to contact live chat or email to re-open my account.

Ballybet did the same thing to me and simply asked for ID verification and reopened my account promptly. And no, it is not against their terms to have an account with both books.

Nobody replies to the live chats I open up with and I have sent numerous emails to their support asking how I can open my account back up. Radio silence. I'm really not sure what to do now.

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with MONOPOLY Casino UK. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When did you first notice that your account was closed?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

1. I first saw it about a week ago. September 31st is a good estimate.
2. I focused on sportsbetting.
3. I did pass any necessary verification prior to the account being locked. I can only presume that they are requesting further verification to UNLOCK the account, however with them not replying to live chat or email support, I have no way to supply it.
4. There was no active bonus on the account when I accumulated my winnings.

Thank you very much for your reply! Can you please share any updates regarding your withdrawals? Are they still locked?

Could you please also forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Dear tyler686,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru