Cashout Queries
Email us with subject line "Cashout Query" and include your registered email address and the amount. Processing takes 24–48 business hours from submission.
Frequently Asked Questions
Why haven't I received my cashout?
Cashouts are processed manually within 24–48 business hours. If it has been longer than 48 hours, email us at support@monarchgames.co.za with the subject line 'Cashout Query' and include your registered email address and the amount requested.
I sent my cashout to the wrong number — can it be reversed?
Unfortunately we cannot reverse PayShap payments once sent. Please double-check your PayShap-linked number before confirming a cashout request. We are not liable for payments sent to incorrect numbers provided by users.
My coins didn't update after winning a game
Coins are awarded server-side and may take a few seconds to reflect. Try pulling down to refresh. If coins are still missing after 5 minutes, contact us with the game name and approximate time you played.
I watched an ad but didn't get my coins
Ad coins are sometimes delayed due to ad network processing. Wait 1–2 minutes and refresh your balance. If coins still haven't arrived, the ad may not have fully completed from the network's side. Unfortunately we cannot manually credit coins for unconfirmed ad views.
My account was banned — what do I do?
If you believe your account was banned in error, email support@monarchgames.co.za with your registered email address and a description of your situation. We review all ban appeals within 5 business days.
Can I have more than one account?
No. Each person is allowed one account only. Multiple accounts are used to exploit the coin system and will result in permanent bans of all accounts, with no cashout processed.
How do I delete my account?
Email support@monarchgames.co.za with the subject 'Delete My Account' from your registered email address. We will process the deletion within 30 days. Note that your coin balance will be forfeited upon deletion.
Why is my cashout request being reviewed for fraud?
Our system automatically flags unusual patterns such as high coin balances with very little ad activity, new accounts requesting cashouts, or phone numbers linked to multiple accounts. If you have been flagged incorrectly, contact us and we will review your case manually.
The app is not loading or is very slow
Monarch Games requires a stable internet connection. Try refreshing, clearing your app cache, or switching between WiFi and mobile data. If problems persist, email us with your device type.
Is Monarch Games available on Android and iOS?
Yes — Monarch Games is available on both Android and iOS. Download it from the Google Play Store or Apple App Store.