Complaint #71 Monarchs Online Casino

Monarchs Casino - Delayed Payment and No Communication

By Real

11 years ago

I received a free bonus from this casino which had to be wagered x130. I have completed the wagering and the maximum withdrawal is $150. They asked me to verify my ID and complete and authorization form which I have done. Now I would like to request my cashout I do not have the option to do so via Neteller. I live in Antigua so that is my main option. They are telling me to temporarily select couriers check which would not be convenient for me because as I mentioned, I live in Antigua. Everytime I speak with a representative online regarding the issue they direct me to the Accounts department which are not responding to my emails. It seems they do not want to pay me this $150 because after complying with everything they asked, I am yet to be able to withdraw my funds. Since Wednesday I sent an email to their finance department, it's Sunday now and still no response and no one will assist me. With this kinda service, I will not be depositing unto that casino

Disputed Casino Monarchs Online Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

11 years ago

Based on the player's last comment we consider this case as resolved and it is now officially closed.

Real

• Antigua and Barbuda

11 years ago

Thank you AskGamblers. I received a confirmation of my withdrawal yesterday and I just checked. The funds are on my account. Don't think this would've happened without your help. Thanks again

Real

• Antigua and Barbuda

11 years ago

So once again I responded with my account ID as per their request via this medium and here is the response

From: Monarchs Online Casino
Sent: ‎07/‎09/‎2015 08:08 AM
To: ********** ****
Subject: RE: #6538422 RE: Payout Request

Dear *********,

Good day!
Thank you for contacting us.

Apologies as no feedback yet regarding your payout requests. Rest assured we'll email you for any developments.
---
Best regards,
Finance Team

On Mon, Sep 7, 2015 at 1:52 PM, "******** ****" <*********@hotmail.com> wrote:
Once again my account is **************. PLEASE PROCESS MY WITHDRAWAL and thank you in advance

Real

• Antigua and Barbuda

11 years ago

It seems to me that you people check the emails you feel like. I responded immediately and I responded twice. I even followed up asking about the status of my withdrawal and all I have been told was that it was forwarded to your processors. No mentioning of the fact that you didn't receive my Neteller information. In addition to this I already filled out your Authorization form with that information so you guys no excuse for not processing my withdrawal and no reason foe requesting that information again

Sorry the account ID is ***************

Sent from my Windows Phone

If you mean my Account ID, it is ******

Sent from my Windows Phone

--------------------------------------------------------------------------------
From: Monarchs Online Casino
Sent: ‎27/‎08/‎2015 02:19 AM
To: ********* ****
Subject: Payout Request

Dear *********,

Good day! Kindly provide your Neteller account.

--
Best regards,
Finance Team

Yea well it's been being reviewed for about 2 weeks now and I will still have to wait an additional 5 business days after it is approved. Only God knows when that will be. How much longer will this take?

Sent from my Windows Phone

--------------------------------------------------------------------------------
From: Monarchs Online Casino
Sent: ‎01/‎09/‎2015 04:17 AM
To: ********* ****
Subject: RE: #6465181 Pending Withdrawal

Dear *********,

Good day!
Thank you for contacting us.

Your withdrawal request has been forwarded to our processors and currently being reviewed. A separate email will be sent to you on status of it.

---
Best regards,
Finance Team

On Tue, Sep 1, 2015 at 7:07 AM, "******* ****" <**********@hotmail.com> wrote:
Can you please tell me what's going on with my withdrawal?

Sent from my Windows Phone

Monarchs Online Casino Complaint Stats

Resolved 36 / 47

Avg. Amount $625

Avg. Complaint Duration 17 days

Avg. Response Time 2 days

Monarchs Online Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 33 out of 43 complaints in this category have been resolved.

This operator's average complaint duration is 17 days, while the average duration across all operators is 8 days.

Monarchs Online Casino Complaints

See all complaints for this casino

Deposit not credited, support refusing to help

I made a deposit on October 23, of $ 25. They have not been accredited. chatting the support he replied: problems with their skriil. a few hours later, they were chatting, I was told to write a mail to the team cashier. then I opened a ticket: I had no answer. yesterday, as soon as I opened the chat and asked about, I was shut unanswered (twice) I smell something strange

Resolved

Delayed payment 636,00 Euro, no answers to my emails

Unresolved

€636

Payments delayed for weeks

I have submitted two claims according to their rules, each for 2000 dollars. This was over a month ago. I was verified and have even had an email sent from the Finance department stating The withdrawals had been approved. This was a week ago. The status online is still showing pending. I was not able to connect to online support today. They seem to not be staffed. I sent and email to the finance team asking how long to process and have had no response. I play on many sites and have never had to complain about payouts. This is my first time receiving one from Monarchs. Any help or advice would be appreciated.

Unresolved

$4,000

Delayed withdrawal

On, august 13,2015 I submitted a payout $150 because I had received an email informing that the documents they requested had all been approved I was to the understanding that within 5 days I would be receiving my money its been near impossible to contact them in regards to this matter I don't know what else to do please assist me in resolving this mater thank you

Unresolved

$150

Delayed 150‎€ payment

hello my name is harshit neema. I joined monarchs online casino. They gave me 110‎€ no deposit bonus with 130X wager requirement. I completed the wager requirement. I send all necessary documents than i make a withdrawal of 150‎€ on 4th sept. Already 9 days gone i cannot get any response from the casino. please help me to withdraw my amount.

Unresolved

€150

Monarchs casino - Don't payout

Hello, My name is Vadim im player from Russia 5 august i make withdrawal 150 euro from Monarchs Casino, I virifying and made all the necessary operations. Support tell me to doine pay out they need a 5-7 work days, but now left 12 work days. support does not answer to my questions, and i dont know how long need wait my cash out. Plz help)

Resolved

€150

Non Payment approaching a calendar year

I have not logged onto Monarchs in a long while because I came to the conclusion that they are a bunch of **** with no integrity at all.

I currently have a balance of $13,870.00+, ALL WON LEGITIMATELY AND PURSUANT TO RULES AND REGUALTIONS. All of this was won by virtue of credit card deposits made approaching a full year ago.

When I instituted questtions on procedure for withdrawal, the response was something akin to bonus deposits the casino made, yada, yada yada.

Time is money but this is crap. $13,000.00+ won legitimately and acting in good faith is a significant amount.

When I logged in this evening I initiated a chat and made it clear in no uncertain terms that it was well past time for the casino to pony up and provide me with what was needed to withdraw $10,000.00 of the $13,870.00+.

Respectfully submitted,

Richard < surname removed >