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Voided my slots winnings


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By pirjola
12 years ago
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Hello AskGamblers team

On 25 January I decided to open an account to Montecarlocasino. Because of its ties with Expekt and Betclic I tought that I am dealing with a reputable casino.

I make the notice that I started with a casino balance of 400 euro (200 euro my deposit and 200 the new player bonus advertised on their promotional page). I started my game session on Jack Hammer slot machine and I continued to play slots only until my balance became approximately 1600 euro.

When I try to log in into my casino account second time in the same day I noticed that I am not able to do that.

Contacting their "Concierge Desk" I had the unpleasant surprise to hear that my account is closed due my link with other accounts and I was informed that only my deposit will be returned even if my balance was free to withdraw. Knowing that I am the only person which use my computer I asked for additional clarification regarding my situation more exactly what are my links to other persons. I instead got only vague answers.

My reason here as you can see is that I believe that I am victim of a collateral situation.

Disputed Casino Monte Carlo Casino

Discussion

User name

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

User name loyalty-level-2

The case can be closed. I received only my deposit. I can not see what can be done to receive my winnings.

User name

 Same question for the submitter, once again?

User name

 Seems that there's no much we can do about this case, since the complaint keeps closing due to inactivity of Montecarlo Casino. Any updates, new mail transcripts, answers from the Live Chat or any other news?

Monte Carlo Casino Complaint Stats

Resolved 4 / 6
Avg. Amount $94
Avg. Complaint Duration 14 days
Avg. Response Time 3 days

Monte Carlo Casino Complaints

See all complaints for this casino
Closed my account while trying to steal my money
Hello Askgamblers, This is the strangest case I have ever seen at an online casino. First of all I made an account with montecarlocasino and my account was instant closed down after registration, they told me that I needed to send documents, I did so and they reopend my account and let me deposit. Then I deposited 3500 NOK to my account and then I changed my mind about playing bc of some complaints about the casino. Then I recived a mail regarding my withdraw that I need to wager my money at least one time in the casino, I did that and made an withdraw of 2700NOK. NOTE: there was never an active bonus or active promotion or simular on my account. After that they closed my account and said that I had broken their rules and have used same IP address as other users did, Really dont know why they are saying that, because I use my mobile internet connection. So what they are saying is totaly wrong. In the very same mail i also got an confimed answer that I will not recive my money that I have withdraw. They are saying that I have broken this rule. "16.1. Either we or you are entitled to terminate this Agreement at any time. Closure of your Account represents termination of this Agreement. In the event of any re-activation or re-opening of your Account by us, these Terms of Use will again govern your access to and use of the Site. " I cant understand that because I have never had an account with montecarlocasino and I have not done iligal things on the site. I have several mails sendt with them, but they are all in sweedish, so I cant repost the mails here i guess ? Anyway, this casino is stealing money and they dont care about you as a customer. I really hope for some help in this case Askgamblers. A real fraud casino is this, do NOT open an account with this group! Hope for my money back at this complaint. Regards, Dan T.
Status solved Resolved
kr2,700
Unjustified account closure right after a big slot winning
I have seen an advertisement on tv about monte carlo casini and decided to open an account. I deposut £200 and received bonus of £200. After opening the account i upload my credit card , passport and proof of address as i have been playing on many casinos and fully aware of the verification. During my plays my balance went over £2000 all with stakes around £8 and below.. And few times i made a stake of £10 and won £2950 on gonzo quest. The same day they publish my name on their home page as big winner. I was over the moon to have such a good win. But the next day when i requested withdrawal they sent me an email about closure of my account. The email reads : After reviewing your documents, your Monte Carlo Casino account has been closed and your balance with-held. This is due to: • Fraudulent activity detected on your account. This is in accordance with clause 3.12 of our General Terms & Conditions: “Monte Carlo Casino reserves the right to terminate an account, ban a player and retain all funds where that player is reasonably suspected of engaging in fraudulent activities which include, but are not limited to, use of stolen or falsified credit cards or account numbers, chip dumping, forgery, collusion, and submission of data or documents which are forged, stolen or otherwise misappropriated..” You are not permitted to open another account with Monte Carlo Casino. Should you attempt to, or succeed in, opening a further account with Monte Carlo Casino by omitting and/or by changing personal details and/or by providing false or misleading information, we reserve the right to immediately close that account and to retain any balance on the account, including any deposits. May we remind you that we take the observance of our Terms and Conditions very seriously and shall not tolerate any non-adherence. Please note that the result of our investigation is final and your account will remain permanently closed. Thank you for choosing Monte-Carlo® Casino. Best Regards, Emily Monte-Carlo® Casino Customer Service Team Although i have accounts on many casino sites , they refer me as fraud user , even i sent them all documents required. The reason they close my account according to live chat conversation was due to staking £10 which there was no warning what so ever during the game play , and i was fully unaware of that fact. They not only kept my big win but also kept my previous winnings and name me as fraudster due to fact that i had a big win. Although i ask them to remove my name from their home screen , they still displaying as big win on gonzo which they refuse to pay. I had previous wins on different sites and never had such an issue. I recommend all punters to avoid this casino as they try to find any excuse to close your account and avoid paying out. Their customer service is not helpful at all , and all they say is sorry for the inconvenience.
Status solved Resolved