Support
Get help at Monoplay Casino with our 24/7 customer support team. Contact us via live chat, email, or phone for assistance with games, bonuses, and account issues.
Welcome to Monoplay Casino, Canada's premier online gaming destination.
Always Here When You Need Us
At Monoplay Casino, exceptional customer service isn’t just a promise – it’s the foundation of everything we do. Our support team combines deep gaming knowledge with genuine care for every Canadian player’s experience.
24/7 Live Chat Support
Our live chat system connects you instantly with knowledgeable agents who can resolve most issues within minutes. No waiting on hold, no automated responses – just real people who understand gaming and want to help.
What our chat team handles:
- Account verification and security questions
- Bonus terms and wagering requirements
- Payment processing and withdrawal status
- Game rules and technical issues
- Responsible gaming tools and limits
Multiple Contact Methods
Live Chat: Available 24/7 through the website or mobile app Email: [email protected] (responses within 4 hours) Phone: 1-800-MONOPLAY (1-800-666-6752) Postal Mail: Monoplay Casino, 123 Gaming Street, Toronto, ON M5V 3A1
Frequently Asked Questions
Account and Verification
Q: How long does account verification take? A: Most verifications complete within 24 hours. We’ll email you immediately once your documents are approved.
Q: Can I change my registered email address? A: Yes, contact support with your request. We’ll verify your identity and update your account within one business day.
Deposits and Withdrawals
Q: What’s the minimum withdrawal amount? A: Minimum withdrawal is 20 CAD for most methods. Cryptocurrency withdrawals have a 50 CAD minimum.
Q: How long do withdrawals take? A: E-transfers process within 24 hours, bank transfers take 3-5 business days, and crypto withdrawals complete within 2 hours.
Bonuses and Promotions
Q: Can I withdraw my bonus money immediately? A: Bonus funds must meet wagering requirements before withdrawal. Check your account dashboard for current progress.
Q: Do free spins expire? A: Free spins expire 7 days after being credited to your account. Use them quickly to avoid losing them.
Technical Support
Common Game Issues
Slow loading games: Clear your browser cache or restart the mobile app. If problems persist, try switching to a different internet connection.
Disconnection during play: Don’t worry – all game rounds are saved on our servers. Refresh the page or reopen the app to continue where you left off.
Payment declined: Check with your bank first, as they sometimes block gambling transactions. Our support team can suggest alternative payment methods.
Browser Compatibility
Monoplay works best on:
- Chrome 90+ (recommended)
- Firefox 88+
- Safari 14+
- Edge 90+
Mobile apps require iOS 12+ or Android 7.0+.
Responsible Gaming Support
We take responsible gaming seriously and offer multiple tools to help you stay in control:
| Tool | Description | How to Access |
|---|---|---|
| Deposit Limits | Set daily/weekly/monthly limits | Account Settings |
| Session Reminders | Alerts after specified play time | Account Settings |
| Self-Exclusion | Temporary or permanent account closure | Contact Support |
| Reality Checks | Pop-up reminders during play | Account Settings |
Problem Gambling Resources
If you’re concerned about your gambling habits, these Canadian organizations provide confidential support:
Problem Gambling Helpline: 1-888-230-3505 Gamblers Anonymous Canada: www.gamblersanonymous.ca Responsible Gambling Council: www.responsiblegambling.org
Our support team is trained to recognize signs of problem gambling and can help you access appropriate resources or implement account restrictions.
VIP Player Support
Gold-tier players and above receive dedicated account managers who provide:
- Priority support response (under 15 minutes)
- Personalized bonus offers
- Exclusive tournament invitations
- Direct phone line access
- Birthday and anniversary gifts
Feedback and Complaints
We value your feedback and take all complaints seriously. If you’re not satisfied with our initial response, you can escalate issues to our management team at [email protected].
Our complaint resolution process:
- Initial response within 24 hours
- Investigation and proposed solution within 72 hours
- Final resolution within 7 business days
- External mediation available if needed
Your satisfaction is our priority, and we’ll work tirelessly to resolve any concerns you might have. Contact us anytime – we’re here to help make your Monoplay experience exceptional.