Monoplay Casino - Η ανάληψη του παίκτη έχει καθυστερήσει.

Hello, I've been corresponding with the casino for weeks now. They keep saying they've paid out. I asked them to send me the transaction ID (HASH), and they sent me a transaction ID, but it's from a Bitcoin Cash address. I withdrew with Litecoin. I've emailed them so many times explaining that I don't have a Bitcoin Cash wallet, but they always reply with the same thing: they've paid out. The amount shown in the HASH they sent me is different from my withdrawal amount, but no matter what I write, they always reply the same way: they've paid out. I sent a screenshot; you can see it's Bitcoin Cash and the amount is different from my withdrawal. The casino no longer shows which cryptocurrency I used for the withdrawal, but they must know this. Please help me. Thanks. Sincerely, Violeta

hallo ich schreibe jetzt schon wochenlang mit dem casino sie sagen immer sie haben ausbezahlt dann habe ich gesagt sie sollen mir bitte die transaktions-id(HASH)senden dann haben sie eine transaktins -id gesendet aber von eine bitcoincash adresse ich habe aber mit litecoin ausbezahlt ich habe ihnen jetzt schon so viele e-mails geschrieben das ich keine bitcoincash wallet habe aber sie schreiben immer das gleiche zurück sie haben ausbezahlt bei der HASH was sei mir geschickt haben ist der betrag schon anders wie meine auszahlung aber ich kann schreiben was ich will sie antworten immer das gleiche sie haben ausbezahlt ich habe den screenshot gesendet da sehen sie das es bitcoincash ist und er betrag anders als meine auszahlung ist im casino sieht man nicht mehr mit welcher crypto ich ausbezahlt habe aber das casino muss das ja wissen bitte helfen sie mir.danke mfg.violeta

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Monoplay Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain in detail how you exchanged the information regarding the payment method that is supposed to be used for payout?
• Would you be able to share with me the communication you received before and after the payment was processed?

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

Best regards,

Tomas

Hello, I've written everything via email. In the chat, I was told that everything has been forwarded to the responsible department, but I'm still stuck. They keep saying the same thing: they've paid out. Where should I send the communication, here or by email? [email protected] I have now sent several emails to that address. [email protected] Sent. Thanks. Best regards, Violeta

hallo habe alles mit e-mail geschrieben im chat wurde mir gesagt das alles an die zuständige Abteilung weitergeleitet wurde ich komme aber nicht weiter sie schreiben immer das gleich sie haben ausbezahlt wohin soll ich die Kommunikation hinschicken hier oder mit der e-mail [email protected] ? ich habe jetzt einige e-mails an die Adresse [email protected] geschickt .danke mfg. violeta

Thanks for your reply and the information provided.

Could you please specify how you entered the information about your wallet in the casino's payment system? If possible, try providing screenshots to better illustrate the process.

Send the information to my email at [email protected] for review.

Hello, I went to withdraw my funds, selected Litecoin as my crypto, entered my wallet address, and then withdrew. Unfortunately, I can't take a screenshot. I can't access the casino cashier now because there's no money in my account; you can only withdraw if you have funds. I also deposited with Litecoin, but that's a different address because I deposited it from my exchange, Bitbanda. I made the first withdrawal with that address as well, and they paid out to Bitbanda, but Bitbanda, the cryptocurrency exchange, sent the money back because they don't accept deposits from third parties. Then I created my own Litecoin wallet and withdrew to that. I've never had a Bitcoin Cash wallet and don't have one, so I couldn't have withdrawn with Bitcoin Cash. Regards, Violeta

hallo bin auf auszahlen gegangen habe crypto gewählt litecoin und dann meine wallet Adresse eingegeben und ausbezahlt leider kann ich keinen Screenshot machen kann jetzt nicht zur Kasse im Casino weil kein Geld am Konto ist geht nur wenn man Geld hat kommt man zur Auszahlung . Ich habe auch mit litecoin einbezahlt aber das ist eine andere Adresse weil ich es von meiner Börse Bitbanda einbezahlt habe die erste Auszahlung habe ich auch mit dieser Adresse gemacht sie haben auch auf Bitbanda ausbezahlt aber Bitbanda die crxpto Börse hat das Geld wieder zurück geschickt weil die keine Einzahlung von dritten annehmen dann habe ich meine eigene litecoin wallet gemacht und auf diese ausbezahlt ich habe noch nie eine bitcoincash wallet gehabt und habe auch keine darum kann ich nicht mit bitcoincash ausbezahlt haben: mfg violeta

Dear vio26,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear vio26,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Monoplay Casino to join this conversation and assist in addressing the complaint.

Dear Monoplay Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear casino.guru,

thanks for inviting us to this forum.

We are investigating this request and should be able to provide an update soon.

Br. The MonoPlay Team

Dear Monoplay Casino,

Thank you for your response and for joining the complaint thread.

We appreciate your cooperation. Please keep us updated on the progress of your investigation and provide us with any relevant information as soon as it becomes available.

I look forward to your response.

Dear Casino Guru, 

We have conducted an additional and thorough review of the matter, including the relevant transaction and payment records. Our findings confirm that the withdrawal was successfully processed on our end some time ago.

Please note that payment account details are entered directly by the player when submitting a withdrawal request. Accordingly, the payment was processed to the account details provided and confirmed by the player at the time of submission.

We take all player concerns seriously and remain committed to reviewing each case carefully and fairly. However, based on the information currently available, we have found no indication of mishandling, a processing error, or any failure on our part. The claims being presented are therefore not supported by the transaction records and appear inconsistent with the documented sequence of events.

Should the player have any new and verifiable information demonstrating otherwise, they are welcome to provide it through the appropriate private support channel for further review. Without such evidence, our records confirm that the payment was processed correctly to the payment account submitted by the player.

Best Regards

The MonoPlay Team

Hello, I received another email today, but as I've already explained so many times, I don't have a Bitcoin Cash wallet and never have. I don't know who they sent the money to, but it wasn't me. I only have a Litecoin wallet. I also sent this via email, as you can see in the screenshot. How am I supposed to prove anything? I can't even go to the cashier at the casino because you can only withdraw if you have €25 in your account. Is this wallet address on an exchange or a private address? If it's an exchange, you can ask them who owns the Bitcoin Cash wallet because I don't have one. Regards, Violeta

hallo ich habe heute auch wieder eine e-mail bekommen aber ich habe es schon so oft geschrieben ich habe keine bitcoincash wallet und habe noch nie eine bitcoincash wallet gehabt ich weiß nicht zu wem sie das Geld gesendet haben aber nicht zu mir ich habe nur eine litecoin wallet habe das auch mit e-mail gesendet das sehen sie am screenshot. wie soll ich was beweisen ich kann ja nicht mal zur Kasse im Casino weil man nur zur Auszahlung kommt wenn man 25€ am Konto hat um auszahlen zu können. ist diese wallet Adresse an einer Börse oder eine privat Adresse? wenn es eine Börse ist können sie ja dort fragen wem die bitcoincash wallet gehört weil ich habe keine .mfg. violeta

Dear Monoplay Casino,

Thank you for your response.

Could you please explain how the withdrawal process works in your casino?

In particular, we would like to know whether the player is required to manually enter the cryptocurrency wallet address when requesting a withdrawal, and whether any verification is carried out to confirm that the wallet address belongs to the player before the withdrawal is processed.

Thank you in advance for the clarification.

I look forward to your response.