Complaint #9 Monarchs Online Casino

Withdrawal delay?!

By HandTx1000

11 years ago

Message on forum

Dear Askgamblers.com,

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,

Cristian

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:

XXXXXXXX

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,

Cristian

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:

22349612

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,

Cristian

Disputed Casino Monarchs Online Casino

Reason Delayed payment

Amount €150

Discussion

AskGamblers

• Support Team

12 years ago

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.

Monarchs Online Casino

• Representative

12 years ago

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

HandTx1000

• 1 reviews

12 years ago

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,

Cristian/HandTx1000

HandTx1000

• 1 reviews

12 years ago

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.

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

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Payments delayed for weeks

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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

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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.

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Monarchs Casino - Delayed Payment and No Communication

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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

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