The player from Germany had his account blocked by Monro after he requested documentation for the origin of his withdrawals. Unable to provide proof, his Skrill account was also blocked, and he sought a refund of all his deposits due to the account closure without a reason. The complaint was rejected by the Complaints Team because the casino was entitled to close accounts at any time for any reason, and no withdrawable balance was withheld on the account. It was concluded that the player was not eligible for any funds, and the complaint was closed without further action.
Monro Casino - Player’s account has been closed.
Closed
Our verdict
Unjustified complaint
Amount: €5,000
Monro Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
I was a Monro customer for a long time. After countless deposits and withdrawals, Skrill requested documentation from me proving the origin of the withdrawals. I contacted Monro to request this information. Following this request, my account was blocked. Since I couldn't provide proof, my Skrill account was also blocked. I had a high level of activity with Monro, having traded several thousand euros there. Because my account was closed without reason, I want all my deposits back.
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1 month ago
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Monro Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- Was there any withdrawable balance on your player's account when your account was blocked?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
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The account was opened on April 11, 2024. On March 7, 2025, I discovered that my account was blocked because I couldn't log in. There was no balance in the account.
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1 month ago
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I sent the screenshots from the last chat to her email address.
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1 month ago
Thanks for the explanation.
We believe the casino can close your account at any time for any reason. If there is no withdrawable balance withheld on the account, we won't interfere. Based on the information you provided, we don't think you are eligible for funds that were played down by gambling at the casino.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
