MonkeyTilt Casino - プレイヤーのアカウントの問題は未解決のままです。

I joined the casino on the 28th of January and was playing with the welcome bonus. I was playing for quite a while when I noticed some strange behaviour regarding my balance. I had quite a big win and noticed that when I changed the slot I was playing the balance reverted back to my original balance. Then once I started playing the slot it reverted back to the real balance. This occurred every time I changed game. I didn't think too much of it but then I noticed that the wagering bar wasn't moving either, so I contacted support and they said they will get the technical team to look in to it.

Now everyday when I ask support they tell me that they are still trying to solve the issue, but it has been 16 days now and it still isn't fixed. i cannot see how it can take so long to solve, so I would like a better explanation on why this is taking so long. All they say is they are working with technical issues.

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Dear Kingmarc2nd,

Thank you very much for submitting your complaint. I’m sorry to hear about the technical issues you experienced while playing with the welcome bonus and the long delay in resolving the matter.

To better understand your case and assess how we can assist you, I would like to clarify a few details:

1. Approximately what was your balance at the time you noticed it reverting when switching slots?
2. Did the balance ultimately reflect the correct amount once you continued playing, or were any winnings permanently lost?
3. Are you currently able to access your account and continue playing, or is the bonus/play restricted?

If possible, please provide screenshots or screen recordings showing:

• The balance changing when switching games
• The wagering bar not progressing
• Any communication with support regarding the issue

You may upload the evidence directly here in the complaint thread or forward it to petronela.k@casino.guru, and we will attach it to your case.

It is important for us to determine whether this was purely a visual display issue, a bonus-tracking malfunction, or something that affected your actual balance and wagering progress. Your cooperation in providing these details will help us investigate and work towards a resolution.

Once we have a clearer picture of the situation, we can approach the casino and request a detailed explanation regarding the prolonged technical review.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello,

The balance was around 14k USD when I noticed the issue, it always reverted to that balance when I started playing. It was just the wager bar wasn't moving so I told the support and they said the technical department would look in to it and that is still what they are saying 3 weeks later. Now the wager bar has disappeared from the VIP screen where it should be located.

I will forward all of the support correspondence to your email address.

Hi Kingmarc2nd,

Thank you for forwarding all the files and support correspondence — I appreciate your cooperation.

However, after reviewing the materials received so far, I was not able to locate any screen recordings or game history logs that would clearly demonstrate that the balance was reverting multiple times when switching between games.

At this stage, we only have your description of the issue and general communication with support. In order to proceed effectively and approach the casino with a structured request, we would need objective evidence showing:

• The balance before switching games
• The balance immediately after switching games
• Repeated instances of the alleged reversion
• The wagering bar not progressing during active gameplay

If you happen to have any screen recordings, detailed gameplay history (with timestamps), or transaction logs showing balance fluctuations, please forward them. This type of evidence is crucial, especially in technical malfunction cases involving large amounts such as 14,000 USD.

I look forward to your reply and any additional evidence you may be able to provide.

Hi,

I am emailing a screen recording of my VIP page where the wagering bar was located and not moving, it has now disappeared completely from the VIP page where it should be. I am also emailing the transaction page but it only shows the bet amount and the amount won it doesn't show the balance.

As stated the casino is not disputing this has happened, my complaint is purely about the amount of time it is taking to fix the issue. It has now been over 3 weeks since I made them aware of the situation and as you can see from the emails I sent to you they only response they give is that they are still working on the issue.

Hi Kingmarc2nd,

Thank you for the update and the additional files, I appreciate it.

Before we proceed further, could you please confirm whether you have requested your detailed game history directly from the casino? Ideally, this should include timestamps, game names, bet amounts, win amounts, and balance before/after each round.

In technical cases like this, such logs are often the most important objective evidence. If you’ve already requested it, please let me know their response. If not, I would strongly recommend doing so.

Looking forward to your reply.

Hi, Yes I will request it but I am not sure how this will help? They acknowledge that there is a issue with my account and they just say they are trying to fix it. My issue is that is had been 1 month and it still isn't fixed and they just keep saying the tech team are trying fix it. I would like to find out why it can possibly take so long.

Hi Kingmarc2nd,

I understand why it might seem unnecessary, especially since the casino already acknowledged there’s an issue.

However, the detailed game history can actually be very helpful. It shows exact timestamps, balance changes, bets, and wins — which allows us to see when the issue started and whether the balance calculations match the gameplay. In technical cases, this kind of objective data is often key.

I completely understand your frustration about the delay. The more concrete evidence we have, the stronger our position will be when asking the casino for a clear explanation and timeline.

Please request it and send it over once you receive it.

Dear Kingmarc2nd,

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.

They took so long to resolve it my balance dropped significantly because the crypto price crashed. I started the wager got 60% through and then the wager bar returned to 0% wagered again. Complained again but carried on wagering as I knew there was still 40% to complete and I lost the whole balance.

Dear Kingmarc2nd,

Thank you for your update, and I’m really sorry to hear how this situation has unfolded. I completely understand how frustrating this must be, especially after everything you’ve been dealing with.

Unfortunately, since the entire balance has now been lost during gameplay, we are no longer in a position to effectively pursue the case further, as there are no remaining funds to dispute. For this reason, we will have to close the complaint.

I’m truly sorry we couldn’t bring you a better outcome this time. If you ever run into any issues in the future, please don’t hesitate to reach out again.

Kind regards,

Petronela

Casino.Guru