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Monarchs Online Casino - Withdrawal delay?!

Complaint Info
Disputed casino Monarchs Online Casino
Reason Delayed payment
Amount € 150
Posted on July 23, 2014


I cleared Monarch's Online Casino bonus wagering requirements x 75 times my original bonus 55 euros. From this bonus I won maximum amount to withdraw, 150 euros.

Before i was able to make withdrawal, I sent all my document, scanned copy of my passport, utility bill, clarification form filled up with information of my credit-card, 2 photos of my credit card front and back. Also they called me from Monarch's Online Casino Finance-department, because they wanted to verify my mobile-number. They verified my account and everything was clear with my documents.

I have contacted Live-support 2 times now, and asked, how long it will take, before i receive my winnings to my Skrills-account. They didn't have Skrills in their withdrawal methods list, but when i spoke with the lady on phone, she told me, that i can make this withdrawal request to Skrills-account via email.

I sent them following email:

Dear Monarchs Casino Account Department,

Here is filled authorization form filled and signed and also scanned copy of my credit card from front and back.

I would like to request 150 euros withdraw to my Skrill-Moneybookers account. Thank you. My Skrills account is registered under

this same email address:

Kind regards,


Their answer:

Dear Cristian,

Thank you for sending your documents through.

Your account has been verified.

You may visit cashier to request for payout.

Best regards,

Finance Team

And i replied to this previous mail:

Dear Monarchs Casino Finance-team,

My account is now verified and i sent you all needed documents. I would like to request withdrawal for 150 euros to my Skrills-Moneybookers account, which is registered under the same email-address:


There is no such option as Skrills in your withdrawal options, so i cannot choose Skrills. Can you please approve my withdrawal request to Skrills via this email? Thank you.

Kind regards,


When i logged in to the Monarch's Casino next time 2 days ago, amount 150 euros is now reading PENDING-status. There hasn't been any action from the Monarch's finance-team, and it has been now over 50 hours since my withdrawal request. I have contacted Live-support twice and asked about this transaction with number:


I asked "Diane" from Live-support, when i could receive my winnings and how long it approximately takes before Finance-department is going to approve my withdrawal. Diane answered, that normally it takes 7 business days before withdrawal is cleared from Monarch's Casino side.

I informed Diane, that this 7 business days sounds very long, because one day before, i wrote to Live-support and 'Jade' told me that it takes 3-5 business days, to receive my winnings. So, i was kind of confused, is it 3-5 or 7 business days?

Customer support is not very polite or effective, they tell different stories and also they can be 30-40 minutes without answering. Normally it took over 10 minutes easily before i got any reply from Monarch's Live-support.

I would like to know, how long it takes, before i get my winnings and is there happening any progress on my withdrawal, because i didn't get any clear answer from the Live-support. They only told me, that i will receive email from Finance-department, which include schedule of my payment. What does even mean email 'to schedule my winnings/withdraw?'

I hope you could help me and find out, what is going on whit my winnings and do i really receive them to my Skrills-account, thank you in advance.

Kind regards,


Posted on March 20, 2014

Hi Christian,

Thank you for your follow up.

Will investigate further and get more information with Finance Team.

Customer Support

Monarchs Online Casino

Posted on March 21, 2014

I wrote today again in Live-chat and with Monarch's Online Casino person "Diane".

I asked her, how long it takes, before i can receive my winnings and why my transaction is still on pending-status, even if it has been already 4 business-days from my withdrawal.

She told me that Finance-department will contact me via email about the schedule of transaction and withdrawal.

I wrote to Diane that i received yesterday same answer in Live-chat from "Jada" about this Finance-department email, but i haven't got any reply in email, not even when i wrote to them yesterday:

Dear Monarch's Online Casino,

I made withdrawal for 150 euros to my Skrills-account 3 days ago 17.03.2014, and it is still on "pending"-status. Can you please send me information, when i can receive my winnings? Thank you.

Kind regards,

Cristian < name removed >

Today when i requested call from Finance-department, lady called me and told that there is progress on my withdrawal and it will be soon accepted. I will inform if there happens any changes on withdraw-status today. And it has been now 4 business-days and status has not changed, so this is not normal.

Posted on March 21, 2014

I received my winnings 150 euros to my Skrills-account 10 minutes ago.

Thank you Monarchs Online Casino and please for the future, inform the players more clear, in which time they are able to receive the winnings, so there is no need to write many times via email or to the Live-chat.

I confirm that this case is now clear, Monarchs paid my winnings and this issue can be closed.

Thank you for the Monarchs once more.

Kind regards,


Posted on March 21, 2014

Thank you Christian!

Your honesty and patience is greatly appreciated. Rest assured that we are always finding ways to serve our customers better everyday.

Customer Support

Monarchs Online Casino

Posted on March 22, 2014

 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.

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