Complaint #54 MonteCryptos Casino

Active Bonus balance spoiled over a previous declined withdraw request

By MatrixBman

6 years ago

I made a withdrawal request for $1000 on May 3rd 2020. On may 4th I deposited $320 with a 50% match bonus which gave me $480 total in my bonus account and my real balance was at $0 because I withdrew the $1000. While I was 25% through the wagering and my bonus balance was at $860, I got an email saying my withdraw request was declined due to them not receiving my documents. On May 5th I got that email, and the money showed up back into my real balance. **at this point I was confident that sunmitting the $1000 for withdraw again to I could get back to wagering the bonus balance as I was already doing before the money was returned. MonteCryptos casino decided it was fair to confiscate my $320 deposit, the $160 bonus given and the money I had won so far with that money. The chat agent advised me after I asked why the balance was gone to cancel the withdraw and see if it reverses, which it didn't. He then told me that I either had to play with the $1000 until its lost or chose to withdraw it and forfeit the bonus balance which includes my deposit. I verified as well with chat that the real balance is used first for bets so I was placed in an unfair situation and they refuse to hear my side out and keep saying I voided T&C which I didn't.

Disputed Casino MonteCryptos Casino

Reason Bonus removal

Amount $1000

Discussion

AskGamblers

• Support Team

6 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

MatrixBman

6 years ago

Thanks for resolving this issue for me!

AskGamblers

• Support Team

6 years ago

Dear @MatrixBman,

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.

MonteCryptos Casino

• Representative

6 years ago

Hi again,

We do not want to get into details about private account details over a public forum therefore the more sensitive details will be communicated via email to you. Please allow for them to continue the communication via e-mail.

Thanks,
Count MonteCryptos

MonteCryptos Casino Complaint Stats

Resolved 28 / 28

Avg. Amount $1,573

Avg. Complaint Duration 7 days

Avg. Response Time 1 day

MonteCryptos Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 23 out of 23 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

MonteCryptos Casino Complaints

See all complaints for this casino

Account locked without reason

Dear AskGamblers,

I had been playing in MonteCryptos around 5 months. During this time I made several deposits and withdrawals which where all processed without any problem. Around 6 months ago without any further notice I realized that I was not able to login to my account.
Since then I came in contact with MonteCryptos support many times via live chat to find out why I was not able to access my account and the only answer I got was that the relevant team would contact me as soon as possible.
6 months later i don’t have access to my account and my remaining balance of 1997.50€ and i am still waiting for their response.

I am requesting the help of AskGamblers in order to solve this and receive my funds.

Resolved

€1,998

Troubles with withdrawals

I'm having problems with the Montcryptos casino.

I started playing at montcryptos casino in March and after some deposits and a few days of playing i won good prize at buffallo king slot after i wanted to make 1 € 2000 withdrawal then the casino asked me to do account verification, until all right then, I did the account verification giving everything I was asked for, so I proceeded to withdraw € 2000 to my credit card

The montcryptos casino sent an email saying that my bank rejected the payment, so they gave me the chance of wise transfer, ok I gave all the correct data and after a few days, 9th of April I receive an email with the payment approval and that 3-7 working days would receive the money. 8 business days have passed and I have not received anything I send an email to the casino and they did not answer me, they went on + days and I continued to send emails and the casino never responded until 15 business days passed and the Montcryptos casino returned the 2000 € to my account of casino player without giving me any explanation, I sent 1 email asking what had happened and spent a few days they replied to me and told me that my bank rejected the payment and that I had better choose the payment method skrill or neteller.

But for that I had to make 1 deposit with that new account and then they made the payment to me, well then I contacted my bank to find out if there was really any attempt to transfer, mine confirmed me by message that never received no transfer of 2000 € and they accept all payments from wise transfer, so this montcryptos casino is trying to escape payment trying to deceive me and wanting me to try all payment methods, I have proof of what I am saying, all emails and messages

I currently have 2 pending withdrawals with the Montcryptos casino, both for 500 € by wise transfer.

I need help to resolve this unpleasant situation. I already played at pokerstars and they never owed me anything in 48h I had my money in the option I wanted, I ask for your help

Resolved

€3,000

Delayed almost a month

I've been trying to withdrawal from the casino since the 09/01, had to wait for verification which took 2 weeks. I am constantly cancelled because wire transfer isn't available at the moment and they are working to get it sorted. ( almost a month now) they have suggested I use coinspaid but coinspaid isn't available in my country. I was chatting with live support daily to check on the progress of how wire transfer was coming along but am now unable to live chat at all. I've sent numerous emails informing them that I can't use live chat and that coinspaid isn't an option but no reply. I would like to have the winnings of $2000 paid to me asap. Wire transfer is still clearly an option on the casino site.

Resolved

$2,000

No confirmation of kyc nor withdrawal

7/1/2021 04:00AEDT - I have received an email confirming my withdrawal request and requesting documentation for kyc verification. 04:12 I had replied to the email with the request of documentation attached

7/1/21 19:34 - received second email requesting documentation for kyc verification. 8/1/21 05:57 I reply to the email with 13 documents attached as per second email request

11/1/21 11:33- I had sent an email requesting confirmation of kyc verification approval and confirmation of the withdrawal being processed. 12/1/21 01:53 I received a reply email advising that the payments team is checking the documentation provided or verification and will advise by email of their approval or rejection.

14/1/21 22:15 I had sent a second email requesting confirmation of kyc verification approval and confirmation of the withdrawal being processed. No response received

18/1/21 23:13 I had sent a third email requesting confirmation of this status of kyc verification and the withdrawal request. No response received from the casino.

As of writing this email, I have not been able get confirmation of kyc verification being approved or objected/rejected nor of my withdrawal being processed and paid and now i cannot get any reply to the matter. Having supplied the requested documents more than once and provided the banking details for the withdrawal, i am not aware of any reasons to warrant a delay and to be ignored.

Resolved

$788

Still not received withdrawal 2600

I I started my withdrawal requesting 2600 on the 3-11-20
It was processed on the 7-11-20
I was told 2600 was sent on the 7 and it still hasn’t reached my account now there is a issue with there wire transfer but no one can tell me what actually is the issue and when it will be fixed. I have been emailing the cashier as this is the only way to get them and no one has bothered to return my emails and let me know what is going on both normal chat Vip chat and my account manager aren’t able to tell me what’s going on cause they don’t work for the payments department... no eta no idea what is going on... is outside there timeframe for payment 2-5 business day’s and no one will still assist me