Monarchs Online Casino - Withdrawal problems

REJECTED
posted on November 7, 2014.

I started my correspondence with Monarchs early August. Having sent through my documents I was told that the scanned statement I sent in as my proof of residence was computer generated statement. I have since sent emails with two of my cards front and back and another proof of residence and still hear nothing back. I have tried to follow up yet still nearly 3 months later I have heard nothing back. How long is this withdrawal process supposed to take and will I ever actually get my funds? My support ticket was 3125669, although it was somehow changed to 3556119 during my correspondence.

AskGamblers
posted on November 20, 2014.

This complaint has been reopened upon submitter's request and we would like to give it one last chance for a successful resolution.

AskGamblers
posted on November 23, 2014.

Dear @Dylan87,
Any update considering your complaint? Thank you.

posted on November 25, 2014.

No. They have not made any efforts to reply to my emails nor have they updated me in any way.

AskGamblers
posted on July 8, 2015.

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.
We have been informed by the casino management that you never asked for a withdrawal. Can you please confirm?

posted on July 9, 2015.

I had actually decided to forget about this casino and funny enough had not even bad mouthed them for the scamming basement organisation that they are. I requested my withdrawal more than once in our near 30 email correspondence spanning over 6 months. I started requesting withdrawals in August 2014 to which I have been given numerous reference numbers for example: 2984299; 3125669; 3556119; 3882748 I have been told a number of stories regarding my withdrawal request and sent in various proofs of residence as well as scans of my bank cards and ID as requested. My balance was on a little over $600 when I had met my wagering requirements, Though I did play more down to $150.02 which was my balance while I was requesting my withdrawal. When I first requested my withdrawal it said in the cashier that my Available balance was $150 yet during the process of requesting it changed to Current balance $0.00 and available balance $0.00 while my balance in the lobby still showed $150.02 It still says that my account requires verification and my balance went up to $315.02. Upon chatting to the casino site agents I was told that I had not met my wagering requirements. To be told this after trying to get the money I was owed as I had met my wagering requirements for 6 months considering I have not deposited nor have I taken a bonus on top of the $150.02 and my cashier still saying current balance $0.00 and available balance $0.00. I figured what the hell these CON ARTISTS do not ever plan to pay out that money so I played it to zero balance. I cannot believe they would have the audacity to say that I had not requested a withdrawal. I requested at least 3 times! And I have all the emails still in my mailbox if you would like me to forward them. I certainly hope that at least a large population is deterred from your site and saved the headache by going with a real trustworthy casino!

posted on July 9, 2015.

Hello Dylan87,

According to our Finance Team, you have met wagering last 30/07/14 21:02. This winning came from a Sign Up Bonus you received last 26/07/14 06:02. However, you have played it off thus leaving you a zero real money balance.

Please note that you must have a real money balance of the same or higher amount than what you are requesting for payout.

posted on July 9, 2015.

Do me a favor then as it is clear you can see when I met my wagering, tell me how much was in my account on this date: When I actually requested my withdrawal and for how many months it was above the $150 amount when I was requesting my withdrawal!!
Sent: 31 July 2014 01:32:02 AM
To: [email protected] ([email protected])
Hi there, as per consultant I am mailing you to request a withdrawal of $150 to my neteller account as my current account has met the wagering requirements and is currently sitting on just under $600. my neteller ID is ................. Is there anything else you need from me?
That was my first request. These are the rest of my emails:
Sent: 31 July 2014 01:33:49 AM
To: [email protected]
Hello Dylan,

We have generated a support ticket to help us track your inquiry. Your ticket code is 2984299 . Please use this code in any further communication.
Should you require further assistance or information, please reply to this message or chat live with us during our business hours.


Warm Regards,
Customer Support
Sent: 04 August 2014 04:40:21 AM
To: Dylan Robson ([email protected])

Dear Dylan,

In order to process your withdrawal request, you will be required to provide the clear colored scanned copies of the following: a recent utility bill, proof of ID, scan of your credit/debit card, and our Authorization Form. This is a one-time process and this is done for the protection of your funds and identity, as well as, preventing online fraud at our casinos.


Note: You must have a real money balance of the same or higher amount than what you are requesting for payout. Also, you will be required to provide the clear colored scanned copies of the following: a recent utility bill, proof of ID, scan of your credit/debit card, and our Authorization Form.
This is a one-time process and this is done for the protection of your funds and identity, as well as, preventing online fraud at our casinos.

Best Regards,
Aileen Smith
Finance Team
Sent: 19 August 2014 09:44:20 PM
To: [email protected] ([email protected])
Hi there, I am needing a form for cash out. I do have the relevant documents as well.
Sent: 19 August 2014 09:44:45 PM
To: [email protected]
Hello Dylan,

We have generated a support ticket to help us track your inquiry. Your ticket code is 3125669 . Please use this code in any further communication.
Should you require further assistance or information, please reply to this message or chat live with us during our business hours.


Warm Regards,
Customer Support
Sent: 20 August 2014 10:23:23 AM
To: Monarchs Online Casino ([email protected])
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2 attachments (total 267.3 KB)
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Dylan ID.PDF
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Dylan proof of res.pdf

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Here is my ID and proof of residence. I would like to request a 150 withdrawal please.
Sent: 22 August 2014 11:48:30 AM
To: Dylan Robson ([email protected])
***Note when reading this reply an online generated statement is in colour-my SCAN was black and white***

Dear Dylan,

Thank you for your email. Upon checking the ABSA statement was online generated and it's in black and white copy and we also need a copy of your credit card. Kindly send a clear colored scanned of your credit card (with signature at the back copy) and recent utility bill. We accept electricity, water, residential phone, internet no older than 90 days. Mobile phone bills and online statements are not accepted as proof of address. We also need a signed authorization agreement form. You can download the form on your casino account.


Note: You must have a real money balance of the same or higher amount than what you are requesting for payout. Also, you will be required to provide the clear colored scanned copies of the following: a recent utility bill, proof of ID, scan of your credit/debit card, and our Authorization Form.
This is a one-time process and this is done for the protection of your funds and identity, as we ll as, preventing online fraud at our casinos.

Best Regards,
Aileen Smith
Finance Team
Here was my reply where I sent in the form submission for cashout as well as 2 different bank cards and proof of residence:
Sent: 14 October 2014 05:19:22 PM
To: [email protected] ([email protected])
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5 attachments (total 9.6 MB)
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201410­141­712­345­66.pdf
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201410­141­713­046­39.pdf
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african.doc
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netteller.doc
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res.pdf

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Regards Dylan Robson
Sent: 14 October 2014 05:24:43 PM
To: [email protected]
Hello Dylan,

We have generated a support ticket to help us track your inquiry. Your ticket code is 3556119 . Please use this code in any further communication.
Should you require further assistance or information, please reply to this message or chat live with us during our business hours.


Warm Regards,
Customer Support
Sent: 22 October 2014 05:44:31 AM
To: Dylan Robson ([email protected])

Dear Dylan,

Good day! We apologize for not getting back to you
in a timely manner. Upon checking we are missing your signature at the back copy of your master card ending in 6661, please affixed your signature and send. We also noticed that the official mail was in black and white copy and the date was not shown. Kindly send a clear colored scanned copy of your recent utility bill. We accept electricity, water, residential phone, internet no older than 90 days. Mobile phone bills and online statements are not accepted as proof of address.


Note: You must have a real money balance of the same or higher amount than what you are requesting for payout. Also, you will be required to provide the clear colored scanned copies of the following: a recent utility bill, proof of ID, scan of your credit/debit card, and our Authorization Form.
This is a one-time process and this is done for the protection of your funds and identity, as well as, preventing online fraud at our casinos.

Best Regards,
Aileen Smith
Finance Team
Sent: 22 October 2014 07:54:50 AM
To: Monarchs Online Casino ([email protected])
I sent you 2 cards not just one so I do not see why there is a problem. Secondly my telkom mobile is my internet bill and I have sent all of these documents clearly through to you so again I do not see the problem. Once I have sent the scanned copy of my card with signature as well as a proof of residence will my withdrawal be processed???

Regards Dylan Robson
Sent: 24 October 2014 10:13:07 AM
To: Monarchs Online Casino ([email protected])
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2 attachments (total 3.6 MB)
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20141024_120812.jpg
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201410­240­645­367­25.pdf

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Here is the card with signature as requested as well as letter containing utility bill and certified ID confirming my address. Is this acceptable?
Sent: 29 October 2014 05:11:55 PM
To: [email protected] ([email protected])
Hi there I am trying to follow up on my withdrawal
I first submitted my documents on tuesday the 19th of august requesting a withdrawal of $150. My account balance is $150.02. My proof of residence was not approved and I received an email back about this on the 22nd. On the 14th of October I resent my documents and was again told on the 22nd that they were not accepted to which I replied with a new proof of residence from my mother the owner of the house with a certified by comision of oath ID and municipality bill and have heard nothing back. When will I hear back on my documents and when would I be able to request a withdrawal? I have attached the proof of residence in my last email as well as the card you said did not have my signature.

Regards Dylan Robson
Sent: 29 October 2014 05:12:20 PM
To: [email protected]
Hello Dylan,

We have generated a support ticket to help us track your inquiry. Your ticket code is 3666101 . Please use this code in any further communication.
Should you require further assistance or information, please reply to this message or chat live with us during our business hours.


Warm Regards,
Customer Support
Sent: 25 November 2014 12:07:46 PM
To: [email protected] ([email protected])
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1 attachment (170.4 KB)
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201411­251­258­406­50.pdf

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I was told my proof of residence was not accepted. I have a scanned stamped bank statement here as my proof of residence.
Sent: 25 November 2014 12:08:44 PM
To: [email protected]
Hello Dylan,

We have generated a support ticket to help us track your inquiry. Your ticket code is 3882748 . Please use this code in any further communication.
Should you require further assistance or information, please reply to this message or chat live with us during our business hours.


Warm Regards,
Customer Support
Sent: 26 November 2014 01:06:15 AM
To: Dylan Robson ([email protected])
Dear Dylan,

Thank you for sending the document. Upon checking, we noticed that the bank statement that you sent to us has no logo of your bank. Kindly resend a bank or credit card statement with proof of residence and has a logo of your bank company.

Should you need any assistance, kindly email us back or visit our live chat. We are available 24/7.

--
Regards,
Debbie Moore
Finance Team
Sent: 01 December 2014 09:02:15 AM
To: Monarchs Online Casino ([email protected])
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1 attachment (440.2 KB)
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201411­261­524­395­04r­es.pdf

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As requested bank statement with logo

Regards Dylan Robson
On Thu, Feb 19, 2015 at 4:58 PM, "Dylan Robson" wrote:
Hello I started requesting withdrawals in August 2014 to which I have been given numerous reference numbers for example: 2984299; 3125669; 3556119; 3882748 I have been told a number of stories regarding my withdrawal request and sent in various proofs of residence as well as scans of my bank cards and ID as requested. My balance was on $150.02 while I was requesting my withdrawal. When I first requested my withdrawal it said in the cashier that my Available balance was $150 yet during the process of requesting it changed to Current balance $0.00 and available balance $0.00 while my balance on the platform still showed $150.02 It now still says that my account requires verification and my balance has gone up to $315.02. I have not deposited nor have I taken a bonus on top of the $150.02 and my cashier still says current balance $0.00 and available balance $0.00. What is the problem exactly and how can we resolve this quickly? Or do you not intend processing the payout at all?

Regards Dylan Robson
Sent: 19 February 2015 08:58:50 AM
To: [email protected]
Hello Dylan,

We have generated a support ticket to help us track your inquiry. Your ticket code is 4557168 . Please use this code in any further communication.
Should you require further assistance or information, please reply to this message or chat live with us during our business hours.


Warm Regards,
Customer Support
Sent: 25 February 2015 06:57:43 PM
To: Dylan Robson ([email protected])

Dear Dylan,

Please note that you must have a real money balance of the same or higher amount than what you are requesting for payout. For a more detailed information you can refer to our Terms & Conditions –http:­//w­ww.m­on­arc­hso­nli­nec­asi­no.c­om­/te­rms­-co­ndi­tio­ns.html

This amount you're seeing 415.02 is the total money balance which is a combination of your real money and bonus money. We hope this clarifies.

---
Best regards,
Finance Team
Sent: 25 February 2015 07:08:01 PM
To: Monarchs Online Casino ([email protected])
I had already met my wagering requirements for my bonus and it did say my available balance was $150. What are the terms of my bonus now?

Regards Dylan Robson
Sent: 27 February 2015 03:06:41 PM
To: Dylan Robson ([email protected])

Dear Dylan,

Good day! Based on our review, you have met wagering last 30/07/14 21:02. This winning came from a Sign Up Bonus you received last 26/07/14 06:02. However, you have played it off thus leaving you a zero real money balance. Thus, no amount can be requested for payout. We hope this clarifies.

---
Best regards,
Finance Team
As you can clearly see I had requested repeatedly as well as submitted documents repeatedly given one excuse after another and then once I had sent in all the documents required suddenly my account balance was increased from the $150.02 it was left on without me having deposited or requesting a new bonus and I was given some new BS excuse.
What was my balance on on the 25th & 27th of Feb 2015? You have said here that I met my wagering in July 2014. And I required a balance of over $150 to request a $150 withdrawal Yet in a mail I received was told that this balance was my bonus and real funding and that I had a zero balance essentially denying me any of the funds. Despite the fact that my balance was well over $150!!

AskGamblers
posted on July 14, 2015.

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.

posted on July 15, 2015.

Hello Dylan87,

total money balance is a combination of your real money and bonus money.

Upon checking you never submitted payout request in cashier, in order to submit payout you need to send us all documents and to be phone verified. As advised from accounts team, you have not been phone verified. Kindly contact our live chat support and ask for phone verification, and after wagering a bonus you will be able to request for a cashout in cashier.

posted on July 15, 2015.

Do you even see what you are saying? Firstly my balance was $415 according to the email I received from Monarchs months after I had met my wagering requirements. I was requesting $150 and by the emails above you can clearly see that each time I had requested a withdrawal I was asked for documents. Secondly I submitted the withdrawal form, ID, numerous proof of residence as well as two bank cards. So we have now established that I have in fact requested a withdrawal more than once! As clearly shown in the last message and by my maths $415 is more than $150 so that means my balance is higher than what I was requesting.Don't keep replying with your nonsense about how I haven't requested a withdrawal and so on. It is obvious from the last series of mails that I requested my withdrawals repeatedly, submitted documents repeatedly and then after months of waiting for my documents to be approved and my $150 withdrawal to be processed when I had a balance of $150.02, my balance was increased miraculously with no explanation aside from a mail saying I am not allowed to withdraw.

posted on July 17, 2015.

As the player Dylan87 was never phone verified, never requested a payout in casino cashier ( casino requests documents in order to allow player to request payout) and has 0 real money balance available, we consider this complain Resolved from our side.

AskGamblers
posted on July 20, 2015.

The player's last reply was edited and vulgarities were removed. Please note that we do not tolerate the usage of such language.

posted on July 21, 2015.

I am growing tired of this back and forth nonsense. Yes this has been resolved. The conclusion is that Monarchs is a scam site and I would strongly recommend that everyone stays far away from them. My email correspondence and their replies to my emails as well as on this site are CLEARLY proof enough.

AskGamblers
posted on July 22, 2015.

We rejected this complaint, because there is no claim anymore because player played his winnings to zero.