MonkeyTilt Casino - Die Gewinne des Spielers wurden eingezogen.

Hello, Monkeytilt Casino is trying to cheat me out of my fairly earned winnings using brazen methods!

I registered at Monkeytilt on March 11th and claimed the 500% welcome bonus on my deposit. Monkeytilt has a special "Bonus Eligible Games" category, which lists all the games that can be played with the bonus. I played Brick Snake 2000 by No Limit City with a €1.60 stake and won the maximum. Afterwards, with a balance of 16,200 USDT, I switched to 888 Dragons by Pragmatic Play and continued playing with a €2 stake.

After an hour of further winnings (account balance 18155 USDT), my account was blocked while I was playing. I could no longer log in or contact support.

Shortly after, I received an email from support stating that my account was blocked and that I should send KYC documents. They requested an ID card and a selfie with my ID. I sent both within 30 minutes. After that, there were no further updates, and when I inquired, I was repeatedly told to... investigations@monkeytilt.co I contacted them for information. I did this daily for 5 days without any response. Only after I inquired several times with regular support did I receive an email from them. investigations@monkeytilt.co which accuses me of violating the terms and conditions, confiscates my money, and keeps my account blocked.

I just checked the website again, and Monkeytilt has now removed the game 888 Dragons from the "Bonus Eligible Games" list. I can assure you 1000000% that this was only removed AFTER my winnings were confiscated and is now being used as justification. Furthermore, even if the game hadn't been on the list of eligible games, it wouldn't have been possible to open it at all, so this behavior is nothing but fraud.

I would also like to point out that my account was blocked about 1 hour after the max win in Brick Snake 2000, and this certainly would not have happened if I hadn't had this high win.

I request your help in obtaining my fairly earned profits from Monkeytilt.

Hallo, Monkeytilt Casino versucht mich mit dreisten Methoden um meine fair erzielten Gewinne zu betrügen!

Ich habe mich am 11. März bei Monkeytilt angemeldet und den 500% Willkommensbonus auf meine Einzahlung beansprucht. Es gibt bei Monkeytilt eine Spezielle "Bonus eligible Games" Kategorie, welche alle Spiele enthält die mit Bonus erlaubt sind zu spielen. Ich habe das Spiel Brick Snake 2000 von No Limit City gespielt mit 1,60€ Einsatz und den max win bekommen. Danach bin ich mit einem Guthaben von 16200 USDT zu dem Spiel 888 Dragons von Pragmatic Play gewechselt und habe dort weiter gespielt mit 2€ Einsatz.

Nach 1 Stunde mit weiteren Gewinnen (Kontostand 18155 USDT) wurde mein Account während des Spielens gesperrt. Ich konnte mich nicht mehr einloggen oder den Support kontaktieren.

Kurz darauf erhielt ich eine Email vom Support dass mein Account gesperrt ist und ich KYC Dokumente senden soll. Sie forderten Ausweis und Selfie mit Ausweis. Ich habe beides Innerhalb von 30 Minuten gesendet. Danach kamen keinen weiteren Updates und auf meine Nachfrage wurde immer wieder nur gesagt ich soll investigations@monkeytilt.co kontaktieren für Infos. Das habe ich 5 Tage lang täglich getan ohne Reaktionen. Erst als ich mehrmals im normalen Support nachgefragt habe kam eine Email von investigations@monkeytilt.co die mich beschuldigt gegen die AGBs verstoßen zu haben und mein Geld konfisziert wird und mein Account gesperrt bleiben wird.

Ich habe mir die Website eben nochmal angeschaut und jetzt hat Monkeytilt das Spiel 888 Dragons von der Liste "Bonus eligible Games" entfernt. Ich kann zu 1000000% versichern dass dies erst NACH der konfiszierung meiner Gewinne entfernt wurde und jetzt als Begründung hingestellt wird. Außerdem selbst wenn das Spiel nicht in der Liste der erlaubten Spiele gewesen wäre, dann hätte es sich gar nicht öffnen lassen daher ist dieses Verhalten nichts als Betrug.

Ich möchte ebenfalls anmerken dass mein Account etwa 1 Stunde nach dem max win bei Brick Snake 2000 gesperrt wurde und dies garantiert nicht passiert wäre wenn ich nicht diesen Hohen Gewinn gehabt hätte.

Ich bitte Sie um Hilfe meine fair erzielten Gewinne von Monkeytilt zu erhalten.

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.

Dear Maruschka,

Thank you for submitting your complaint. I’m sorry to hear about your experience at MonkeyTilt Casino. We believe that restricted games for bonus play should be blocked and that this rule should be implemented at the software level—meaning the casino's software or website should prevent players from placing bets on games that are not permitted during bonus wagering. That would be the ideal solution. Alternatively, at the very least, players should be notified when they access a restricted game that it cannot be played while their bonus is active.

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• Do you have access to your gameplay history in your account? If yes, could you please share it with us?
• If there is any other relevant communication between you and the casino, please forward it to attila.g@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Attila

Hi Attila, I didn't play any banned games. Both slots, Brick Snake 2000 and 888 Dragons, were allowed and listed as "Bonus wagering games." I'd also like to point out that Monkey Tilt banned my account shortly after I got the maximum win on Brick Snake 2000 and then switched to 888 Dragons.

I am quite certain that my account would not have been suspended if I hadn't achieved the maximum win in Brick Snake 2000. Five days after my suspension and subsequent notification that my funds would be confiscated, I discovered that Monkey Tilt had removed the game 888 Dragons from the "Bonus wagering games" list. This was done retroactively and is now being used as justification for confiscating my money.

I'll send you an email with the email history. Unfortunately, I can no longer log in because Monkeytilt blocked me shortly after my win. I know I'm in the right and that Monkeytilt is trying to cheat me.

Hallo Attila, ich habe keine verbotenen Spiele gespielt. Beide Slots, sowohl Brick Snake 2000 als auch 888 Dragons waren erlaubt und in der Liste "Bonus wagering Games" aufgelistet. Ich möchte ebenfalls anmerken dass MonkeyTilt kurz nachdem ich den max win bei Brick Snake 2000 erhalten habe und dann zu 888 Dragons gewechselt bin meinen Account gesperrt hat.

Ich bin mir sehr sicher dass mein Account nicht gesperrt worden wäre wenn ich nicht den max win bei Brick Snake 2000 bekommen hätte. 5 Tage nachdem ich gesperrt wurde und mir dann mitgeteilt wurde dass mein Guthaben konfisziert wird, habe ich festgestellt dass MonkeyTilt das Spiel 888 Dragons aus der "Bonus wagering Games" Liste entfernt hat. Dies ist erst NACHTRÄGLICH passiert und wird jetzt als Begründung verwendet mein Geld zu konfiszieren.

Ich sende dir eine E-Mail mit dem Email Verlauf. Leider kann ich mich nicht mehr einloggen da Monkeytilt mich bereits kurz nach meinem Gewinn gesperrt hat. Ich weiß dass ich im Recht bin und Monkeytilt versucht mich zu betrügen.

Hi Attila, I've forwarded you the entire correspondence. There are 4 emails.

Hallo Attila, ich habe dir den gesamten Schriftwechsel weitergeleitet. Es sind 4 E-Mails.

Dear Maruschka,

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, Peter (peter.c@casino.guru). 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,

Attila

Hello there,

Thank you Maruschka for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MonkeyTilt Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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.

PeterDear hase2002,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Tobique Gaming Authority and submit a complaint to them. You can do so through the validator on the casino website. (validator link) Please let me know if you need help with submitting the complaint or how they responded, if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of MonkeyTilt Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I hope the casino admits its mistake and unlocks my account and balance.

I never broke any of the applicable rules and strictly adhered to the games allowed with bonuses.

Ich hoffe das Casino gesteht den eigenen Fehler ein und entsperrt meinen Account + Guthaben.

Ich habe zu keinem Zeitpunkt eine der geltenden Regeln gebrochen und mich strikt an die mit Bonus erlaubten Spiele gehalten

Dear Maruschka, the casino informed me that your account was blocked during the wagering of the bonus, which was not yet finished. Could you clarify if that is the case? Thank you in advance for your response!

That's correct. I won the maximum prize on Brick Snake 2000 and then switched to 888 Dragons by Pragmatic Play. After about 30 minutes of playing 888 Dragons, Monkeytilt suspended my account while I was playing, requested documents which I sent immediately, and then days later removed 888 Dragons from the list of allowed games with bonuses, retroactively claiming I had violated the terms and conditions and confiscating my money.

Both games, Brick Snake 2000 and 888 Dragons, were on the "allowed with bonus" list at the time I played them!

Monkeytilt is certainly trying to use the fact that my bonus hadn't been fully wagered at the time of the suspension as a reason not to pay. However, this doesn't change the fact that Monkeytilt unlawfully suspended me and confiscated my money BECAUSE I had won. The bonus I used had a maximum cashout of $12,000, and at the time of the suspension, I had over $18,000 in my account balance and over $100,000 in wagering requirements. I was almost certain I could have withdrawn my winnings, so I demand that Monkeytilt restore my balance and allow me to continue playing normally.

Let me make one thing perfectly clear: I haven't broken any of the applicable rules, and the fact that four weeks have now passed and the bonus has probably "expired" doesn't change anything! That can't be used as a reason to cheat me out of my winnings. The fault lies with Monkeytilts for unlawfully banning me.

Das ist richtig. Ich habe den max win bei Brick Snake 2000 gewonnen und bin danach zu 888 Dragons von Pragmatic Play gewechselt. Nach etwa 30 Minuten bei 888 Dragons hat Monkeytilt meinen Account während dem spielen gesperrt, Dokumente angefordert die ich direkt gesendet habe, und dann Tage später das Spiel 888 Dragons von der Liste der erlaubten Spiele mit Bonus entfernt und rückwirkend behauptet ich hätte gegen die AGBs verstoßen und mein Geld konfisziert.

Beide Spiele Brick Snake 2000 und 888 Dragons waren zum Zeitpunkt meines Spielen auf der Liste "mit Bonus erlaubt" drauf!

Die Tatsache dass mein Bonus noch nicht vollständig umgesetzt war zum Zeitpunkt der Sperre versucht Monkeytilt bestimmt als Grund zu verwenden nicht bezahlen zu müssen. Es ändert aber nichts an den Fakten dass MonkeyTilt mich unrechtmäßig gesperrt und mein Geld konfisziert hat WEIL ich gewonnen habe. Der Bonus den ich verwendet habe, hatte einen max cashout von 12000$ und ich hatte zum Zeitpunkt der Sperre über 18000$ auf meinem Guthaben und noch ein Wagering von über 100.000$. Ich hätte ziemlich sicher eine Auszahlung hinbekommen, daher fordere ich Monkeytilt auf das Guthaben wieder gutzuschreiben und mich normal weiter spielen zu lassen.

Ich möchte nochmal eins klarstellen: Ich habe keine der geltenden Regeln gebrochen und die Tatsache dass jetzt 4 Wochen vergangen sind und der Bonus wahrscheinlich "abgelaufen" ist ändert daran auch nichts! Das darf nicht als Grund verwendet werden mich um meinen Gewinn zu betrügen. Der Fehler liegt auf Monkeytilts Seite als sie mich unrechtmäßig gesperrt haben.

Thank you for your clarification, Maruschka. I completely understand your frustration regarding this matter. Unfortunately, the casino has made the decision to restrict the game you were playing, and as a result, your wagering was halted before completion. We perceive this as fair since it occurred mid-wagering, rather than retroactively. We have also suggested to the casino that they adopt a more direct approach to communicate such changes to players in the future.

Given the circumstances, we must proceed to reject your complaint. I sincerely apologize that we were unable to provide more effective assistance in this situation. Our commitment is to help players resolve their issues whenever possible.

Please know that you are always welcome to reach out to us if you experience any problems with this or any other casino in the future. Whether you have a question, a concern, or a new issue that needs addressing, our team is here and ready to support you.

Kind regards,

Peter