Ag Awards

Monarchs Online Casino - Payout delayed

Complaint Info
Disputed casino Monarchs Online Casino
Reason Delayed payment
Amount € 119
Posted on July 15, 2015

I signed in on monarchs online casino, and got starting bonus, which I have wagered more than 125x, and I have won the maximum ammount of cash that I can withdraw, and that is 150 eur .
I have been trying to withdraw that money since end of august . As the november came, I got called from Aileen Smith, from finnace team, and I was told that my documents was verified, and that I will get my payment in next 3-5 working days. After a few days, I have sent another email, and I got answered that my documents are forwarded to processors(attached file), and that was on 10th of november. Haven't got an answer from customer service since then, payout still not pending, when I ask live support they tell me that payout is in the process, but that basicly doesn't mean anything to me, since I'm still not knowing when will my payout will be made, nor what is the current status of my payout, and when I enter cashier, no updates for payouts, no payouts pending, its like nothing is really happening . I really expected to get payed after I spoke with Aileen Smith on the phone, but still nothing happening, and this is 2nd complaint I am making here...

Posted on December 2, 2014

Still nothing happening. Just wanted to add, I have seen people waiting a lot more than me, and still not getting payouts . I am prepared to write every day on every possible medium untill I get my payout, I am not letting this pass without me getting what is mine. The thing is, casinos probably have policies when starrting bonus is the case, where they think that you are not equal to other customers which have payed money to play. But let me tell you, I have worked (gambled) hard to wage starting bonus more than 125x, so I have put a lot of time and effort in order to do so, and I expect to be respected as a player for doing so, so I belive I have every right to be frustrated and to put pressure on casino representatives, and it is really a shame that people have to do desparate measures in order to get their money. I am sorry for going offtopic a bit, but I really had to say this, for getting a better understaning of my situation, either if the reader is another customer, askgamblers staff, or casino staff. Hope this will help, I still got no answer on my email nor here.

Posted on July 8, 2015

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.
We have been informed by the casino management that your payment was successfully processed. Please confirm.

Posted on July 11, 2015

Dear @Chichar,
It's a nice practice to confirm if your complaint is resolved or not, thank you.

Posted on July 15, 2015

Based on evidence that we received from a casino management we can confirm that player was paid in full. We consider this complaint resolved and closed.

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