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On the 1st of July, I requested a refund. After months of not hearing from them, I received an email that my refund was fully approved, They asked for my bank information and I sent out my bank information. I asked when the payment would be made but after that, I didn't hear from them again.

I then went on the live chat to ask when the payment would be made. The agent told me that the refund request was still not approved and they needed more time, then I mentioned I did get an email saying that it was approved, then he changed his story and said oh yes the refund is approved we just need more time to make the payment.

This whole thing is making me not trust the casino, so I would like a 3rd person to intervene so they don't scam me.

I have evidence: I have the email they sent me that my refund is approved, I also have the chat transcript with the agent.

Dear Monopoly,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you kindly specify when you received the email that your refund has been approved?

When was the last time you communicated with customer support regarding this issue?

Could you please confirm that you passed the KYC verification?

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

Dear Monopoly,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.