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Monte Carlo Casino - Unjustified account closure right after a big slot winning

jan8778 United Kingdom Message
Posted on 06 May 2015

I have seen an advertisement on tv about monte carlo casini and decided to open an account. I deposut £200 and received bonus of £200. After opening the account i upload my credit card , passport and proof of address as i have been playing on many casinos and fully aware of the verification. During my plays my balance went over £2000 all with stakes around £8 and below.. And few times i made a stake of £10 and won £2950 on gonzo quest. The same day they publish my name on their home page as big winner. I was over the moon to have such a good win. But the next day when i requested withdrawal they sent me an email about closure of my account.
The email reads :
After reviewing your documents, your Monte Carlo Casino account has been closed and your balance with-held.

This is due to:

• Fraudulent activity detected on your account.

This is in accordance with clause 3.12 of our General Terms & Conditions:

“Monte Carlo Casino reserves the right to terminate an account, ban a player and retain all funds where that player is reasonably suspected of engaging in fraudulent activities which include, but are not limited to, use of stolen or falsified credit cards or account numbers, chip dumping, forgery, collusion, and submission of data or documents which are forged, stolen or otherwise misappropriated..”

You are not permitted to open another account with Monte Carlo Casino. Should you attempt to, or succeed in, opening a further account with Monte Carlo Casino by omitting and/or by changing personal details and/or by providing false or misleading information, we reserve the right to immediately close that account and to retain any balance on the account, including any deposits. May we remind you that we take the observance of our Terms and Conditions very seriously and shall not tolerate any non-adherence.

Please note that the result of our investigation is final and your account will remain permanently closed.

Thank you for choosing Monte-Carlo® Casino.
Best Regards,
Monte-Carlo® Casino Customer Service Team

Although i have accounts on many casino sites , they refer me as fraud user , even i sent them all documents required. The reason they close my account according to live chat conversation was due to staking £10 which there was no warning what so ever during the game play , and i was fully unaware of that fact.
They not only kept my big win but also kept my previous winnings and name me as fraudster due to fact that i had a big win.
Although i ask them to remove my name from their home screen , they still displaying as big win on gonzo which they refuse to pay.
I had previous wins on different sites and never had such an issue. I recommend all punters to avoid this casino as they try to find any excuse to close your account and avoid paying out.

Their customer service is not helpful at all , and all they say is sorry for the inconvenience.

jan8778 United Kingdom Message
Posted on 22 April 2015

Today 22-04-2015 , they still displaying my name on their home page as big winner. I want all to be aware that they are closing my account for fraud reason ! ( such a nonsense) , but still fooling people by showing my name as big winner!

jan8778 United Kingdom Message
Posted on 23 April 2015

today they return my deposit back. What a joke they calling good will gesture for returning deposit back. Such a dirty tricks summerised clearly end of the live chat. If you loose you are good customer , if you win , we will seek every single opportunity to close your account and avoid paying you. Guys please avoid using this casino , i suffered a lot with them with the stressed caused last few days , hope you guys wont

Posted on 23 April 2015

Hi Jan8778

Thank you for your comments.

As per your communications with Customer Services on Live Chat, you have on more than one occasion breached our Terms and Conditions, consequently your account was closed.

Our Terms and Conditions clearly state as follows:
13. Players qualifying for a Deposit Match Bonus are not permitted to place individual bets that are equal to or higher than £10 (or currency equivalent). Doing so may lead to refusal of withdrawals, forfeiting of funds and account closed.

Upon registration to our site on the 20th April, you declared that you had read and understood our Terms and Conditions and voluntarily accepted them. Subsequently, you breached the above mentioned clause on 113 occasions and this by making bets ranging from £10 to £20.

We take our terms and conditions very seriously, and this particular term is designed to protect our casino products from systematic abuse of our welcome bonus. Our objective is to protect customers who wish to play with us within the rules we have set out. These rules are clearly stated in our Terms and Conditions and always available on our site.

We have reimbursed you your original deposit and your name will be removed from the winners list on our website as soon as possible. Please understand that this is an automated system and removal is not automatic. We apologise for this inconvenience.

Should you have further questions, please do not hesitate to contact us.

jan8778 United Kingdom Message
Posted on 23 April 2015

On their registration page , it only says accept the bonus or not , it doesnt bring up terms and conditions.Before i made stakes of £10 , i had over £2000 on my account , and i am not stupid to risk that sum if i was aware of that situation. Any sensible and reputable casino operator who is not trying to rip clients off unlike Monte carlo , they would handle the situation differently. They would at least only cancel bets with over £10 stake and award the previous winnings. But as i keep saying , greedy monte carlo operators chose the way to close my account to avoid paying me out. Finally the intresting situation is i played hours and hours in their site , and they only close my account when i asked for withdrawal which shows again how greedy they are. Guys there are many decent and reputable online casinos out there , please please avoid these greedy bunch of people who can find different excuses each time you have a decent win.

Posted on 01 May 2015

We consider this complaint unresolved, casino management didn't provide evidence to back up their statement.

Posted on 06 May 2015

We have just received a detailed report on behalf Monte Carlo Casino which clearly confirmed the fact that player made over 100 bets in excess of the allowed bet when wagering with bonus funds. In addition, we were assured that players name was removed from casino's list of winners. Therefore we consider this case as Resolved.

The complaint is now officially closed.

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