Complaint #39 MonteCryptos Casino

Stalling provision of gaming logs, confiscated €19,000 balance

By Henricus K.

6 years ago

Message on forum

MonteCryptos took all my money in my account: 19k

With just a very short and cold as ice email the casino announced that they took all my cash money because apparently I did something wrong according to their terms. I don’t agree and sent an email with in my opinion valid arguments against. They didn’t do any further investigation and just mentioned that their decision was final.

I got in contact via chat with my VIP manager and discussed all. He promised me he would inform the concerned department and start a investigation.

For three days in a row I asked him about the status but he said that I had to wait and that he had no influence on financial matters. Then the last day I find out that they never started an investigation. I have chat screenshots that proof this. They just lied and kept me believing that they were doing an investigation. All communication lacked any understanding, empathy. I felt treated like an unknown bad person far from being a client…a player.

This is far from the case with MonteCryptos, a no merci policy without any gesture for a compensation or settlement. I want my money back!

because apparently I did something wrong according to their terms. I don’t agree and sent an email with in my opinion valid arguments against. They didn’t do any further investigation and just mentioned that their decision was final.

I got in contact via chat with my VIP manager and discussed all. He promised me he would inform the concerned department and start a investigation.

According to their terms I violated playing too high bets while having an active bonus. This isn’t true because I were playing all the time with cash money and according to their terms you always have to play down all cash first before starting with the bonus money. During the play you do not see when a bonus is added….I played a total winnings of 92k down to 17k and at that moment I wanted to stop. At that time I had already a 2k withdrawal pending. I checked my account and no bonus money was in my account. I started playing with a NO bonus deposit so they must have thrown in a bonus while playing….and made it active while I still were playing cash money.

For over one week I am asking montecryptos to supply me with the history of my betting transactions. The VIP manager said that he forwarded my request to the concerned department one week ago. I kept on asking for the status but he said that the department would contact me directly. Midweek I asked a support agent via chat about the status. He just said that the casino cannot give me the log info. I am aware of that I need this information to proof that I am right.

This morning I requested again about the status and the VIP manager told me that I will receive an answer later this afternoon or latest tomorrow. Then soon afterwards he sends me an email to inform me that he doesn’t have access to the information and archived me to contact the cashier. It’s clear, they are playing me and let me turn around in circles. Though I sent just now the same request to the cashier via email, I have no real hopes that they will do anything. Few hours later I received an email from support that my request will be handled by the cashier. Some time later another email saying that they sent the request to the technical department. The same department as my VIP manager assured me that he did sent a requested to them….one week ago!

Therefore I decided to put in a new complaint.

I am playing for over 12 years online casinos but never at ever had a worse experience than this. Besides, I’ve always been treated with respect and many times with goodwill and understanding by other casinos. This is far the case with MonteCryptos, a no merci policy without any gesture of goodwill nor a compensation or settlement. I want my money back!

I have screenshots of:

- Chats with agents and VIP manager proving that they lied to me about starting a new investigation

- Screenshots about the requested information with agent and VIP manager

- Screenshot with a history page going back to page 501 after everything further back is blocked

- Emails about the rejection of further investigation

- Email about the info request with a totally contradiction of what the VIP manager promised me

- Two screen shots of amounts I win on their main page days after they decided to cancel the paying

- A screenshot of my 50€ deposit showing that it was without a bonus

- A screenshot of my gained level points – strange enough they let me keep the points

Disputed Casino MonteCryptos Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

6 years ago

AskGamblers Complaints Team has been provided with sufficient information and has reasonable grounds to believe that MonteCryptos Casino management acted in accordance with their Terms & Conditions. We have been provided with sufficient information and evidence to conclude that player breached the following of the MonteCryptos Casino bonus terms:

2.5 Until received bonus(es) are still active, bonus terms and conditions apply to the whole gaming account, including any funds waiting for withdrawal, but not limited to.

1.25 Please also note that a player can bet a maximum of: For Casino €/$7.50, 2.00 MBC, 75.00 SEK/NOK or 10% of their current available balance (whichever is lower) on a given round or spin when using bonuses or winnings generated from bonuses (but the 10% rule does not apply to bet sizes under €/$0.50, 0.10 MBC, 5 SEK/NOK). For Live Casino €/$100, 10.00 MBC, 1000.00 SEK/NOK or 10% of their current available balance (whichever is lower) on a given round or spin when using bonuses or winnings generated from bonuses (but the 10% rule does not apply to bet sizes under €/$0.50, 0.10 MBC, 5 SEK/NOK).

It is of crucial importance for outcome of this case to clarify that although player deposited while waiting for the pending withdrawal to be processed, player didn't won playing with that deposit, but playing with the cashback bonus. Unfortunately, it was during playing with that cashback bonus when player breached the aforementioned bonus term and since the winnings and subsequent withdrawals were accumulated while playing with the cashback bonus, AskGamblers Complaints Team consider player's claims as invalid.

Based on the above AskGamblers Complaints Team consider the case as resolved and it being officially closed now. In case of a disagreement with our decision we would like to remind player that further assistance on the matter could be requested from the relevant regulatory body.

MonteCryptos Casino

• Representative

6 years ago

Thank you for your follow up on the situation, as stated, all the necessary proof has been sent and reviewed by ASKG! However, we want to make sure that you also understand the reason behind it!
First of all the session concerned in the declined withdrawal was with the 8EUR bets, however I do see that you have also played with 10EUR bets before as well! This is of no effect to case.

@ASKG Team our decision is final, as the player admit he did breached the Bonus T&C of the casino! The total winnings of the player were made by winnings coming from a bonus which the customer misused by branching it’s T&C! Our position is final and the player winnings were forfeit!

Hkaris

• France

6 years ago

@montecryptos
There are several inconsistencies in your story and screenshots.
- Your screenshot shows that I were supposed to play bonus money with a 8€ bet per spin but how is it possible that on Sunday February 25th I received an email from you saying that I have been betting 10€ per spin? In your last message you write that a vip player has a 7.50€ spin limit. In case you would be right on the bonus you punish me for 50 cents?
- 1.3. Terms & Conditions are in effect as soon as they are published on this page, but will never retroactively affect the bonus promotions. However, it is the player’s responsibility to check the terms & conditions regularly and prior to claiming any bonuses and making any bets in Montecryptos. You really say that the player is responsible to check all t&c every time before starting to play and….check if you added or deleted any text, a word? I think this is the world upside down and extremely misleading. The responsibility is yours to inform players in case you have changed the terms. Your intention is very clear: you want players to make mistakes so you do not have to payout! Many of your terms are incomplete, confusing and misleading. I miss any transparency and honesty. I noticed that you changed the t&c already several times over the last month. So please tell me how can I check on t&c that should apply on my case when playing while afterwards you make changes. How can I proof while you are using new rules? Your strategy is clear to me doing anything to avoid a paying.
- You do not provide information about my playing before February 20th as is essential to see what happened then.
- Yes I did cancel a couple of times the 1000 withdrawal but not after making a new withdrawal on February 22nd, in total 2k. You state that you check withdrawals within 24h but I didn’t receive any message from you until…Sunday 25th where you announced that you confiscated all money: the pending withdrawals as well my 17k balance. So you didn’t check this withdrawal in a timeframe as you mentioned of 48h!
- 1.20 Bonuses offered by Montecryptos are solely intended for genuine recreational players only. Bonus/Promotional abuse will not be tolerated. Player betting patterns and activity are constantly monitored and in case of bonus abuse.This includes but is not limited to.
- So it’s obvious that you must have been monitoring my playing! Why didn’t you warn me at that time? On February 22nd and afterwards I made many 100€ spins, won up to 92k at one time, got down and up again until 17k. You never warned me for anything all week long. Why? Yes I know that the casino benefits a lot with me playing high stake and loose a lot.
- 1.25 Please also note that a player can bet a maximum of €/$5.00, 1.00 mBTC, 50 SEK/NOK/ZAR or 10% of their current available balance (whichever is lower) on a given round or spin when using bonuses or winnings generated from bonuses (but the 10% rule does not apply to bet sizes under €/$0.50, 0.10 mBTC, 5 SEK/NOK/ZAR). Betting a larger proportion of one’s balance on a single round or game can lead to the voiding of this particular bonus and winnings and voiding of subsequent bonuses and winnings. Repeated abuse can lead to account termination and confiscation of balances.
- As I asked before I still want proof of this. Even in case I made a non intentional mistake, your. And, where does it say that a vip player like me can bet up to 7.50 per spin? The other thing is that you write “can lead”. So it’s a kind of arbitrary decision? So it happens to me and not another player?
- 3.2 Weekly Cashback for VIP players is set to 18% on the weekly net losses.
- 3.3 Unless specifically stated otherwise, the Weekly Cashback bonus comes with (10) times maximum allowed withdrawal.
- You see how misleading this is. You just mention the withdrawal limit. You also do not mention that the weekly cashback has a whopping 50x wager even for vip players! This while most cashback from other casinos are wager free!
- The way you handle and can manipulate your t&c at any moment, make the player during playing and unknown about every mutation responsible for any change you make and it’s consequences....is far far from fair play!!

MonteCryptos Casino

• Representative

6 years ago

@Hkaris,

Thank you for the patience.

We wanted to ensure that we can clearly communicate to you the reason for the removed balance.

Starting on the 17.01.2020 the player deposited and lost their deposit for which they subsequently received a cashback bonus for.

Following that on the 20th the player is playing their cashback with 8 EUR bets (Note that the maximum stake with bonus money is 5 EUR and 7.50 for VIP players)

On the same date the 20th, the player had a withdrawal with the bonus funds in question. Subsequently, we voided the remaining balance. The player than goes onto to deposit 50 EUR which he lost. As the withdrawal for 1,000EUR was canceled in less than 24hrs, we were not able to void it as well.

As those 1,000 EUR winnings from the cashback bonus were wagered against our T&C by placing bets over 5 EUR per spin we considered his further winnings with them against the rules of the casino.

MonteCryptos Casino Complaint Stats

Resolved 28 / 28

Avg. Amount $1,573

Avg. Complaint Duration 7 days

Avg. Response Time 1 day

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