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Casino Complaints

Verification process is horrible

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By Roman J.
6 years ago
Message on forum
Hello, I have a problem with verification at this casino. I deposited with paysafe card, that is what I normally use to top up my ballence. Lost on few deposits and finally won something (250 €). I know the drill, I went on chat and asked what kind of documents do I need to send to this cadino to verfy my account and that I would be able to withdraw the money. I was being told that I need to send back and front ID, utility bill and screenshot of my paysafe account. I do not have paysafe account since there is deposit with paysafe prepaid card, that is 16-figit numbers to deposit. I told the guy on chat that and he told me that in that case the withdrawal must be on my bank account (that is what it was always in any casino if I deposited with payyafe card. In order to do that I should send bank statement that I have account with that number (I puted in to withdraw). Ok, no problem, I send them id, utility bill and bank statement on the 19th of september 2019 (thursday). I went on chat on monday and asked if they got my docs. They told me that they did but I must wait for confirmation mail when my account would be verified. Sure, no problem with that. On wednesday (25.9.2019) I got email from them that in order to verify my account I must send screenshot of my paysafe account.... I replied the next minute and explained them, again, that paysafe card is a.... blah, blah, blah. Today is friday, I went on chat again and asked where am I in process of being verified. Yes, I am in the process but hey, weekend is here and let us wait for monday.
I know that monday will not bring any news to me, they are delaying, pure and simple.
I play online casino's for over 7 years now. Had more then 20 casino's that needed to be verified, all went well. But here... I can just imagine what kind of weird stuff would start to happen when I should get my money after my account would be verified.
I need help with this one, ty.
Disputed Casino MonteCryptos Casino
Reason Verification issues

Discussion

User name

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

User name loyalty-level-2
Hello again,

as I have a feeling the complicate things. Today I got email from them that they decline my winnings becouse I went against their T&C. I played slots that are not allowed to play while having wager requierement. Others have those slot restricted, they don't. So it is my fault that I did not read all of theirs T&C.
Please close this complaint and tnx for your will to help me with this weird casino. ;)

MonteCryptos Casino Complaint Stats

Resolved 28 / 28
Avg. Amount $1,573
Avg. Complaint Duration 7 days
Avg. Response Time 1 day

Screenshot

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.
Status solved Resolved
€1,998
Troubles with withdrawals

Hi

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

Status solved 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.
Status solved 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.
Status solved 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
Status solved Resolved
$2,600
Withdrawal for three weeks pending
I am fully verified at this casino, My first withdrawal of $300 was paid in a timely manner.

I have deposited at this casino via Neosurf and won so I have requested $1000 to withdraw via Bitcoin on the 2/10/20 so I have waited and waited.

On the 14/10/20 I have received an email stating to prevent money laundering to make a new withdrawal by Wire Transfer. I thought fair enough and made a new request straight away also attached proof that it was my account.

On the 15th of October they have sent me another email stating that my account is verified for the withdrawal and to stand by for further contact.

On the 16th of October I have received another email stating that my withdrawal was failed due to limitations set by my bank and to make a withdrawal via Bitcoin. Well that was my original request anyway so I thought back to square one. I did that straight away making a new withdrawal. I kindly asked them to process it, there was nothing to check as I did not have any bonuses.

Again I waited for the weekend to be over, spoke to live chat and they always say it will be processed soon.

On the 19/10/20 They have sent me an email stating that my withdrawal failed due to technical issues and to submit a new withdrawal and they will process it at once. I did that straight away and now its still pending, talked to live chat that informed me to wait until tomorrow as payment team have finished for the day.

I feel that nearly three weeks is a long time to get it sorted, been asked to be patient which I have been but I feel like I have been given the runaround.

I would really appreciate if this could be resolved very soon.
Status solved Resolved
$1,000
False excuses for delayed payments
Well what a surprise, another deceitful casino that lies to its loyal customers and tries to screw them at every opportunity. I have been a VIP member here for quite some time. At the start of the month I had some good fortune and was able to request my first withdraws. That was where my happiness stopped. I requested withdraws to the sums of 4700, 1000, and 4000 AUD. After a period of approximately a week, the 1000 (albeit a bit less) had appeared in my bank account, despite this not being withdrew first out of the 3 withdraws. Then after waiting a lot longer than the time they say, I decided to question the other two larger withdraws. First I was told that they had been processed. I waited further. After a week I had been asking them on a daily basis almost where is the money? Because I have budgeted for it and owe money for bills etc. Then I was told that there was no withdraws. Clearly a lie, as I have photographic proof. Then after they said that they existed, they told me that they couldn't pay into my account (even though they already paid me once into that same account) and then I was told again they had been processed. This was at the start of the month, and as my email says, apparently they were processed on the 5th and on the 9th of September, and it takes 5-7 working days. Here I am on Saturday the 19th of September and not only do I not have a cent from my two withdraws of $4700 and $4000 AUD, but they owe me another one for $5000 AUD on top of those. I am now worried sick and stressing every day as I get fed the same lies over and over. So if you're actually looking to be paid any winnings, I can not recommend this casino at all at the moment, in fact they have caused me great financial hardships with their lies and deceitful behaviour.

Username: Highroll2013
Status solved Resolved
$9,700
Active Bonus balance spoiled over a previous declined withdraw request
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.
Status solved Resolved
$1,000
Withdrawal pending for 7 days
I made several deposits via BTC because on their site it said the transactions are instant. The deposits would take less than 5 minutes to appear. I began to play and I ended up winning a little more than my deposit amounts so I decided to cash out. I was notified to verify my account information and send my documents so that my withdrawal can process, this was on March 18th. On March 19th I was told my account was verified and that the withdrawal will process 48h after. Now we are the 29th, the withdrawal is still pending. I spoke to customer support and emailed them and always get the same answer : "your withdrawal request is on the relevant department hands". So since the 22nd of March the withdrawal can still be canceled and no one has given me a clear answer. Because cryptocurrency like Bitcoin changes prices often, since my withdrawal request on the 22nd until today the withdrawal amount lost 15% of its value. I have attached all the relevant pictures.
Status solved Resolved
BTC1
Delayed withdrawal of €2,000, responsible gaming tools not working
I made a few skrill deposits on the 24th and 25th February, won a bit and requested a first withdrawal. Following day, I am asked to provide documents. Which I do. Emails back and forth, my account is finally verified on March 3rd.

On 2nd of March, I had made several withdrawal requests. Following days, I have reversed all but one skrill withdrawal of 2000€ from 2nd of March.

On 3rd of March, I received confirmation that my account was verified..

Since then, the said withdrawal is still pending and reversible and no pertinent information could be given by livechat nor answers to my messages left on website regarding the delay in payment approval. Last chat agent advised at the time of posting this complaint "it should be processed next week.".

It is to be noted that despite what their site claims, none of responsible gaming tools are available on my Account page. I can only set a daily deposit limit, It looks the same in Chrome & Firefox. That limit disappears automatically following day each time.

It is now 4 days after account verification (and it is 5 days after the initial withdrawal request.
I request the processing of my 2000€ withdrawal request via skrill asap.
Status solved Resolved
€2,000
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