Complaint #5 Monarchs Online Casino

What on earth is going on with Monarch's Online Casino?

By AnnaPas

10 years ago

Message on forum

As i value your suggestions on casinos and read reviews on your page when or afteI join one for fun or real play I hope you can investigate and advise others on this Monarchsonline casino. I copy and paste various emails for identification documentation requested by them.

Dear Anna,

Thank you for your email.

Upon checking your account, we are still missing the following documents for verification :

• Clear copy of Utility bill (we accept electricity, water, residential phone,internet no older than 90 days. Mobile phone bills and online statements are not accepted as proof of address)

• Front and Back copies of your credit card. For security purposes, please black out the 8 middle digits of your credit card. Please ensure the first and last 4 digits are clearly visible. Please ensure aswell that your signature is visible on your credit card.

• Please read, fill in, sign and scan our Authorization Form and email it back to us.

Best Regards,

< name removed >

Finance Team

On Thu, Jan 16, 2014 at 7:23 PM, "Anna's Greek Yahoo" wrote:

As I have not used a card at your casino I do not need to send you cards copies. So please clarify what is outstanding as I have send my home electricity bill as proof of address and my ID card front and back.

Awaiting your clarification

Anna

.Dear Anna,

Thank you for contacting us.

As previously mentioned, the documents were forwarded to our processor for review.

For verification purposes, you need to send us the clear colored scanned copies of the following :

• Utility bill (we accept electricity, water, residential phone, internet no older than 90 days. Mobile phone bills and online statements are not accepted as proof of address)

• Front and Back copies of your credit card. For security purposes, please black out the 8 middle digits of your credit card. Please ensure the first and last 4 digits are clearly visible. Please ensure as well that your signature is visible on your credit card.

• fully accomplished Authorization Agreement

Best regards,

< name removed >

Finance Team

Dear Finance Team

Please find attached verification documents requested eventhough is illegal to ask for copies of credit or debit cards that have not been used at your casino.

So I am waiting for your earliest reply and confirmation of receipt of documentation. The front of my card is faded but you are still able to see the ending number and the starting number. the back is perfectly clear.

< name removed >

Dear Anna,

Thank you for sending your documents through.

Kindly fully accomplish the Authorization Agreement and send us the signed back copy of your VISA card.

Best regards,

< name removed >

Finance Team

Disputed Casino Monarchs Online Casino

Reason Verification issues

Discussion

Monarchs Online Casino

• Representative

10 years ago

As we did not receive fully accomplished authorization form the player. We consider this complaint resolved from our side.

AnnaPas

• Greece

10 years ago

no Sir I did not sent any further documents as I am not interested on Monarchs anymore.

as a matter of fact I will not even visit their site anymore. You only have to look at their You just have to look at their Authorization agreement to see how pathetic they are especially the part where you have to do something with your credit/debit card to make it emboss itself in the paper!!!

Hope you will get other positive feedback for them because I have nothing positive to say

Many thanks for your assistance

< name removed >

AskGamblers

• Support Team

10 years ago

@AnnaPas,
Did you send necessary document to the casino?

Monarchs Online Casino

• Representative

10 years ago

Dear AnnaPas

We are truly sorry but the authorization you sent was not fully accomplished, that`s why we asked you to send it again but fully accomplished

Monarchs Online Casino Complaint Stats

Resolved 36 / 47

Avg. Amount $625

Avg. Complaint Duration 17 days

Avg. Response Time 2 days

Monarchs Online Casino Complaints

See all complaints for this casino

Deposit not credited, support refusing to help

I made a deposit on October 23, of $ 25. They have not been accredited. chatting the support he replied: problems with their skriil. a few hours later, they were chatting, I was told to write a mail to the team cashier. then I opened a ticket: I had no answer. yesterday, as soon as I opened the chat and asked about, I was shut unanswered (twice) I smell something strange

Resolved

Delayed payment 636,00 Euro, no answers to my emails

Unresolved

€636

Payments delayed for weeks

I have submitted two claims according to their rules, each for 2000 dollars. This was over a month ago. I was verified and have even had an email sent from the Finance department stating The withdrawals had been approved. This was a week ago. The status online is still showing pending. I was not able to connect to online support today. They seem to not be staffed. I sent and email to the finance team asking how long to process and have had no response. I play on many sites and have never had to complain about payouts. This is my first time receiving one from Monarchs. Any help or advice would be appreciated.

Unresolved

$4,000

Delayed withdrawal

On, august 13,2015 I submitted a payout $150 because I had received an email informing that the documents they requested had all been approved I was to the understanding that within 5 days I would be receiving my money its been near impossible to contact them in regards to this matter I don't know what else to do please assist me in resolving this mater thank you

Unresolved

$150

Delayed 150‎€ payment

hello my name is harshit neema. I joined monarchs online casino. They gave me 110‎€ no deposit bonus with 130X wager requirement. I completed the wager requirement. I send all necessary documents than i make a withdrawal of 150‎€ on 4th sept. Already 9 days gone i cannot get any response from the casino. please help me to withdraw my amount.

Unresolved

€150

Monarchs Casino - Delayed Payment and No Communication

I received a free bonus from this casino which had to be wagered x130. I have completed the wagering and the maximum withdrawal is $150. They asked me to verify my ID and complete and authorization form which I have done. Now I would like to request my cashout I do not have the option to do so via Neteller. I live in Antigua so that is my main option. They are telling me to temporarily select couriers check which would not be convenient for me because as I mentioned, I live in Antigua. Everytime I speak with a representative online regarding the issue they direct me to the Accounts department which are not responding to my emails. It seems they do not want to pay me this $150 because after complying with everything they asked, I am yet to be able to withdraw my funds. Since Wednesday I sent an email to their finance department, it's Sunday now and still no response and no one will assist me. With this kinda service, I will not be depositing unto that casino

Resolved

Monarchs casino - Don't payout

Hello, My name is Vadim im player from Russia 5 august i make withdrawal 150 euro from Monarchs Casino, I virifying and made all the necessary operations. Support tell me to doine pay out they need a 5-7 work days, but now left 12 work days. support does not answer to my questions, and i dont know how long need wait my cash out. Plz help)

Resolved

€150

Non Payment approaching a calendar year

I have not logged onto Monarchs in a long while because I came to the conclusion that they are a bunch of **** with no integrity at all.

I currently have a balance of $13,870.00+, ALL WON LEGITIMATELY AND PURSUANT TO RULES AND REGUALTIONS. All of this was won by virtue of credit card deposits made approaching a full year ago.

When I instituted questtions on procedure for withdrawal, the response was something akin to bonus deposits the casino made, yada, yada yada.

Time is money but this is crap. $13,000.00+ won legitimately and acting in good faith is a significant amount.

When I logged in this evening I initiated a chat and made it clear in no uncertain terms that it was well past time for the casino to pony up and provide me with what was needed to withdraw $10,000.00 of the $13,870.00+.

Respectfully submitted,

Richard < surname removed >

Rejected

$13,870

Delayed Verification&Payment

4 days ago I asked for a withdrawal (ihave$4,200.00 supposedly available) and they asked me to email them a credit card authorization form, a copy of my debit card, and a recent utility bill, which i immediately did. they said they would call me for a phone verification within 24 hours and here it is 4 days later...nothing. I email and chat with them on a daily basis but they keep asking me to send in the SAME verification documents which i keep doing.....nothing. When I ask them for a number I can call they say they can only be reached by email...nothing!

Resolved

$150

They just refuse to pay!

I won over three hundred dollars on Monarchs Online Casino bonus offer! Quite a feat considering you had to play over 40 times the bonus amount! THe maximum amount you could with draw was $150.00. THen they subtract the shipping fee leaving you with a net $118.50! Despite DAILY calls, emails, online chats, as of the 1st of May I will be going into the FOURTH month of looking for my money. I have heard, "Our processor messed up and we are changing." or It was sent out! but returned!" Yea right. I finally got the person who answers the telephone to admit he was in Russia. What do you think? Take the money and run? Continue to screw people? Worldwide? Anyone have suggestions as to how I can receive my money?

Resolved

$110