Monoplay Casino - Povlačenje igrača je odloženo zbog prekomernog KYC zahteva.

Hello Casino Guru,

I would like to submit a complaint regarding MonoPlay's KYC procedure.

I have fully cooperated with the verification process from the beginning. I have already submitted my identity document and completed every verification step requested by the casino. Despite this, my withdrawal has now been placed on hold until I provide a notarized copy of my identity document.

I believe this request is excessive and places an unreasonable burden on the player.

In Japan, obtaining a notarized copy of an identity document is not a simple or routine process. It requires considerable time, expense, and in many cases it may not even be possible to obtain such certification for the purpose of verifying an identity for an online casino. This is very different from countries where notarization services are more readily available.

I completely understand that casinos have an obligation to verify their customers and prevent fraud. I have never refused to cooperate with KYC. However, KYC procedures should also be reasonable, proportionate, and fair to players.

I have already submitted government-issued identification and completed the standard verification process. Requesting an additional notarized identity document afterward creates a significant financial and practical burden that many ordinary players cannot reasonably satisfy.

For this reason, I would like Casino Guru to ask the casino the following:

Why is a notarized identity document necessary in this particular case after I have already completed the standard KYC process?

Why are alternative methods of enhanced verification not being considered, such as additional government-issued documents, live verification, or other commonly accepted verification procedures?

Does the casino believe this requirement is fair and proportionate for an average player living in a country where obtaining such a document is exceptionally difficult?

I am willing to cooperate with any reasonable verification procedure. However, I believe the casino should offer a practical alternative instead of insisting on a document that is extremely difficult to obtain in my country.

I hope Casino Guru can review whether this requirement is justified and consistent with fair KYC practices.

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.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please clarify whether you submitted your original identity documents to the casino for verification, or whether the casino specifically requested translated documents?
• Has the casino explained why a notarized copy of your ID is required?
• Which documents have you submitted to the casino for the verification of your account so far?
• Has the casino offered any alternative verification methods, such as completing verification through a video call?
• Which documents, if any, are still pending verification in your account?

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 Veronika,

Thank you for your prompt reply and for taking up my case. Please find my updated answers to your questions below to clarify the situation:

1. Did you submit original identity documents, or did the casino request translated documents? I submitted my original, official government-issued identity documents. The documents are written in Japanese, which is standard for official IDs issued in my country. The casino did not request any translated documents, nor did they indicate that the Japanese language format was an issue during the initial upload.

2. Has the casino explained why a notarized copy of your ID is required? No, the casino has provided absolutely no specific explanation or justification. They only sent a template message stating that my withdrawal is on hold until a notarized copy is provided. They have completely ignored my inquiries asking why this extra step is necessary after I have already provided comprehensive KYC documents.

3. Which documents have you submitted to the casino for verification so far? I have already submitted and successfully completed verification for the following documents:

Government-issued Identity Document (My Number Card)

A selfie holding my government-issued Identity Document (My Number Card) next to my face

Official Proof of Address (Certificate of Residence / Juminhyo)

Screenshots of my deposit wallet used for funding the account

4. Has the casino offered any alternative verification methods, such as completing verification through a video call? No, they have not offered any alternative methods at all. They are rigidly insisting on the notarized document. As I stated, I am completely open to performing a live verification call (Video KYC) or providing any other accessible governmental documents, but they have refused to offer these practical alternatives.

5. Which documents, if any, are still pending verification in your account? There are no standard or enhanced documents pending or rejected in my account. All previously uploaded documents—including the wallet screenshots, the Juminhyo, and the selfie holding my ID—show as fully approved/verified in my profile. The only obstacle blocking my withdrawal is this newly imposed requirement for a physical notarized copy.

Additional Context Regarding the Burden in My Country:

To provide more context, obtaining a notarized copy of a private identity document in Japan is an exceptionally difficult and restrictive process. It requires visiting a designated Notary Office during weekday business hours, paying heavy official fees, and undergoing complex legal scrutiny. Furthermore, many official public notaries in Japan will outright refuse to notarize documents intended for offshore online gaming platforms due to local compliance policies.

Since I have already provided a high-security government ID, a selfie holding that ID, and an official Certificate of Residence (Juminhyo), MonoPlay's rigid demand for a physical notary seal acts as a practical impossibility designed to block my legitimate withdrawal.

I am ready to provide screenshots of my verification status and the casino's email communications if required. Thank you for your support.

Best regards, tahichinl55

Please forward me the screenshots of your verification status and the casino's email communications at veronika.f@casino.guru. Also, kindly specify what games you played to accumulate the winnings you've been trying to withdraw, and if you accumulated them using an active bonus. Thank you for your cooperation.

Dear tahichinl55,

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.

I sent an email on July 13th. Please check it.

Thank you for your email. Please note that the casino may be entitled to request a notarized document as part of your KYC verification. If you are unwilling to provide such a document for the verification of your account, unfortunately, we may not be able to assist you further, as your KYC process will remain incomplete.

Dear tahichinl55,

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,
Veronika
Casino.Guru