Monro Casino - Player believes that their withdrawal has been delayed.

Topic: Monroe Casino - Payouts of 100,800 rubles marked as successful, but funds not received

Hello!

I would like to ask for help resolving a dispute with Monro Casino, an online casino that has not transferred funds to me for two withdrawal requests.

Payment information:

November 1, 2026 — 88,800 rubles. Withdrawal processed via the Faster Payment System (FPS) to an account at Uralsib Bank.

November 9, 2026 — 12,000 rubles. Second withdrawal request.

The total amount of unpaid payments is 100,800 rubles.

In my casino account, payouts have the status "Successful", but the money has not arrived in my bank account.

It's been nine calendar days since my first payment. During this time, I've repeatedly contacted Monro Casino support. They say they're waiting for a response from the payment system, but they haven't given a specific timeframe for a resolution.

I had previously successfully withdrawn funds from Monro Casino via the SBP to the same Uralsib bank account, and the transfers were processed without any problems.

I ask Casino Guru:

Review my complaint and contact Monro Casino representatives.

Request confirmation from the casino that both payments have been actually made and payment transaction identifiers.

Help establish the reason for the delay and ensure the transfer of funds.

If payments have not actually been sent, facilitate their re-execution or return of funds to the game balance.

I am ready to provide screenshots of applications with the "Successful" status, correspondence with customer support, and a bank statement confirming the absence of receipts.

Please help me resolve this situation.

Sincerely, Monro Casino Player.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Niapol,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello, Christina!

Thank you for your reply.

I'd like to clarify an important detail: my payout of 88,800 rubles from November 1, 2026, already has the "Successful" status in my Monro Casino account.

However, the funds never arrived in my Uralsib bank account via the SBP.

The casino's support service has been reporting for several days that it is awaiting a response from the payment system, but does not provide confirmation of the actual transfer, a transaction ID, or a specific timeframe for resolving the issue.

I have previously successfully withdrawn funds to the same bank account using the same method on several occasions.

I understand your 14-day waiting policy, but please note that this is not a request that is being processed, but a payment that the casino has already marked as successful.

The second payment of 12,000 rubles from November 9, 2026 also remains unpaid.

Please keep my complaint open and, if possible, request confirmation from the casino that the payment was actually made.

Thanks for your assistance!