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Unjustified account closure right after a big slot winning


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By jan8778
11 years ago
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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,
Emily
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.
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Disputed Casino Monte Carlo Casino

Discussion

User name
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.
User name
We consider this complaint unresolved, casino management didn't provide evidence to back up their statement.
User name loyalty-level-2
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.
User name
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.

Monte Carlo Casino Complaint Stats

Resolved 4 / 6
Avg. Amount $94
Avg. Complaint Duration 14 days
Avg. Response Time 3 days

Monte Carlo Casino Complaints

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Closed my account while trying to steal my money
Hello Askgamblers, This is the strangest case I have ever seen at an online casino. First of all I made an account with montecarlocasino and my account was instant closed down after registration, they told me that I needed to send documents, I did so and they reopend my account and let me deposit. Then I deposited 3500 NOK to my account and then I changed my mind about playing bc of some complaints about the casino. Then I recived a mail regarding my withdraw that I need to wager my money at least one time in the casino, I did that and made an withdraw of 2700NOK. NOTE: there was never an active bonus or active promotion or simular on my account. After that they closed my account and said that I had broken their rules and have used same IP address as other users did, Really dont know why they are saying that, because I use my mobile internet connection. So what they are saying is totaly wrong. In the very same mail i also got an confimed answer that I will not recive my money that I have withdraw. They are saying that I have broken this rule. "16.1. Either we or you are entitled to terminate this Agreement at any time. Closure of your Account represents termination of this Agreement. In the event of any re-activation or re-opening of your Account by us, these Terms of Use will again govern your access to and use of the Site. " I cant understand that because I have never had an account with montecarlocasino and I have not done iligal things on the site. I have several mails sendt with them, but they are all in sweedish, so I cant repost the mails here i guess ? Anyway, this casino is stealing money and they dont care about you as a customer. I really hope for some help in this case Askgamblers. A real fraud casino is this, do NOT open an account with this group! Hope for my money back at this complaint. Regards, Dan T.
Status solved Resolved
kr2,700