Complaint #11 Monro Casino

Monro does not pay 2943 euros

By Tatjana L.

3 months ago

Good morning,

It is been several weeks since I have been sending dozens of documents to complete the verification they have, ID, Driving License, Address, Selfies with the document, Document with several different dates... and eventually they agreed twice that I could withdraw. First time I withdrew and the money went back to their account (website), I created chat again and they asked me to proceed with the verification again, I explained what was going on (I spent whole afternoon sending documents) and they agreed to withdraw again. I proceeded twice to the withdraw and the money went back again to the account (website) and they kick me out of my account. After that I could no longer access anymore to my account. I create a new chat and they tell me I gotta send again verification documents in order to log in, the same documents I sent dozens of times the same afternoon. I got mad and I agreed to identify myself with a photo of myself and the document (Documents they were asking), and they proceeded to tell me that document is the same one that is uploaded on my profile so they do not verify that document... It is been several weeks like this. The money has been withheld for weeks now.

Thank you for helping me out.

< full name removed >

Disputed Casino Monro Casino

Reason Delayed payment

Amount €2943

Discussion

AskGamblers

• Support Team

3 months ago

Dear @TatjanaLeskin,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Monro Casino

• Representative

3 months ago

Hello, dear player and representatives of AskGamblers!

We have reviewed the information regarding your inquiry. At this time, the casino administration has requested additional account verification. To proceed, you will need to complete a video call with a member of our technical support team.

Please contact our live chat at your earliest convenience to arrange and complete the video verification process.

Best regards,
Monro Casino

AskGamblers

• Support Team

3 months ago

Dear Monro Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Monro Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $3,009

Avg. Complaint Duration 7 days

Avg. Response Time 21 hours

Monro Casino Complaints

See all complaints for this casino

Froze my 370euro withdrawl for 31 days

Monro casino froze 370euro of my withdrawal for 31 days. They rely on their regulations, they suspect me of playing unfairly, but they do not provide any evidence for this. I think this is a deliberate action to freeze my money for no reason. Besides, it is abusive.

My account has been positively verified by kyc.

For your review, I am sending a statement of deposit transactions and one withdrawal, which ended successfully.

Please help me askgamblers.

Resolved

€370

Deposit is missing

So I am having a real hard time making a direct deposit with means I logged directly into my account from the munro website and made a deposit of $20 and it wasn't credited to my account. Initially I got told to wait 24'48 hours I did that just about 2 months ago. I've sent several emails and you keep telling me that the money wasn't paid to you and to contact my bank with I have easily a dozen times and it is not like I sent Etransfer. It was a direct transfer so it was deposited and my bank can't do anything u guys need to refund me my money. I've provided proof of the money leaving my account so it needs to be refunded. You can see the money was taken from my account on the 27th of Feb in the amount of $20.

Resolved

€20

Cancellation of payment after 31 days

I registered on the site more than a month ago, made a deposit of $200, played and decided to request a withdrawal equal to my deposit.

They asked me for documents, which I immediately sent to this bookmaker - after which he told me to wait 31 days to process the transaction.

Yesterday the deadline for processing the transaction had just passed, I contacted support for an explanation - they asked me for a new selfie with a passport and to accept a call to the phone number - I agreed.

During the day, I made new requests for the withdrawal of funds 3 times - and 3 times they were cancelled, they again asked for a photo with a passport and to accept a call - but no one called me, I offered to call me on any messenger - but the bookmaker refused.

This company refuses to withdraw my deposit which I have been trying to return for more than a month

Resolved

$8,100