Complaint #43 Monarchs Online Casino

Refuses to verify and pay

By Sander T.

11 years ago

Message on forum

Hello Askgamblers, I had a freeby of monarchs casino by which i could out a maximum of 150 euro. But first i had to verify my account with proof of adress utililty bill etc. They have accept all my proof except for my adress verification. This was all arround augustus 8e.. Even verifying my ID-Card was a hassle cause we have no embossed imprinted id cards in the netherlands. i explained in 10 emails and they finnaly understood and accepted my id card. i thought i was one step closer to finally paying out. Then i had to verify my adress.. i could do that by a utility bill.. but everything is digital these days so i had nothing to send them ( and i live at my moms ) So when i finnaly had a proof within the 3 months term i send it to them and they wanted an envelope with that :S ( that i did not had cause it was not a letter i got in the mail ). Then arround 15 september i have bin to city hall to get a legit proof of adress where i payed money for to get. So i kept mailing them from that moment with the document.. from that moment they have not responded to me anymore..
Hope you guys can help me.

Greetings,

Sander T

Disputed Casino Monarchs Online Casino

Reason Verification issues

Amount €118

Discussion

Monarchs Online Casino

• Representative

11 years ago

Hi, thanks for the update. I check with the finance team and was advised you have been approved of the 150 euro transaction. There is a standard processing fee that applies on every withdrawal request. Finance team has informed you about this. Below is the email sent to you as notification.

Dear Sander,

Thank you for your email. Please note that we use third party processors.
As such, payment processing fee applies shouldered by customers.
I hope this clarifies.

--
Best regards,
Jana Hernandez
Finance Team

sander.theewis

• Netherlands

11 years ago

They have given me 118 euro. and now they don't respond anymore on my questions why i did not get 150.
Next to that, this complaint has been resolved. Thanks !

AskGamblers

• Support Team

11 years ago

Dear all,
Any news?

sander.theewis

• Netherlands

11 years ago

Yeah good day MONARCHS CASINO,

I finally recieved the following email :

Dear Sander,

Good day! You may refer to Transaction ID 1276471013 for the Skrill payment. Please feel free to contact us if you have other questions or concerns.

--
Best regards,
Jana Hernandez
Finance Team

The odd thing about this is that the transaction ID was: 1276471015

So the last 2 letters were not correct.

By that i recieved a payment of 114 euro :s ..... Anything you guys can do about this ?
....................................................................................................................................................................................

It comes to this. I get a wrong transaction ID. plus i get 36 euro less then i should have get.

man man man, monarchs thanks allot for months of wasting my time getting less money that i paid out for.

Monarchs Online Casino Complaint Stats

Resolved 36 / 47

Avg. Amount $625

Avg. Complaint Duration 17 days

Avg. Response Time 2 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 - Delayed Payment and No Communication

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

Resolved

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 >

Rejected

$13,870

Delayed Verification&Payment

4 days ago I asked for a withdrawal (ihave$4,200.00 supposedly available) and they asked me to email them a credit card authorization form, a copy of my debit card, and a recent utility bill, which i immediately did. they said they would call me for a phone verification within 24 hours and here it is 4 days later...nothing. I email and chat with them on a daily basis but they keep asking me to send in the SAME verification documents which i keep doing.....nothing. When I ask them for a number I can call they say they can only be reached by email...nothing!

Resolved

$150

They just refuse to pay!

I won over three hundred dollars on Monarchs Online Casino bonus offer! Quite a feat considering you had to play over 40 times the bonus amount! THe maximum amount you could with draw was $150.00. THen they subtract the shipping fee leaving you with a net $118.50! Despite DAILY calls, emails, online chats, as of the 1st of May I will be going into the FOURTH month of looking for my money. I have heard, "Our processor messed up and we are changing." or It was sent out! but returned!" Yea right. I finally got the person who answers the telephone to admit he was in Russia. What do you think? Take the money and run? Continue to screw people? Worldwide? Anyone have suggestions as to how I can receive my money?

Resolved

$110