Monro Casino - Player's account is closed with funds trapped.

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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?
• Could you please provide more details regarding the mismatch?
• What is the country you used when registering at the casino?
• What is the country on the documents you provided during the verification?
• From which country have you played?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas and Casino Guru Team,

​I am writing to officially update and elevate my complaint against Monro Casino. I want to request a full refund of all deposits made since the creation of my account, as the casino has engaged in highly unfair and predatory practices.

​Here are the undeniable facts of my case:

​Predatory System Design: Monro Casino allowed me to register, successfully complete my identity verification (KYC), and deposit thousands of euros over time without implementing any automatic software restrictions or geoblocks regarding my location or VPN use.

​No Fair Chance to Win: The casino willingly accepted my hard-earned money as long as I was losing. However, the exact moment I accumulated a balance of €230 and requested a withdrawal, they suddenly "discovered" a violation and locked my account. This proves that from day one, I never had a legal or fair chance to win or withdraw. If I lost, they kept my money; if I won, they blocked me. This is the definition of unjust enrichment.

​Casino Guru Policy (Strictly Fair Approach): According to Casino Guru’s own standards, a casino cannot use its Terms & Conditions as a one-way trap. If their system failed to enforce their own geographical and technical restrictions at the deposit stage, they have no right to confiscate funds or retroactively cancel the validity of my play.

​Since the games I played were effectively a trap where cashing out was impossible, the only just and fair resolution is for Monro Casino to void all historical sessions and return every single deposit I have ever made into this account.

​I refuse to let a licensed operator take thousands of euros from me without offering a real, fair chance of payout. I kindly ask Tomas to demand the full transaction history from the casino and force a total refund.

​Thank you for your assistance.

​Best regards,

Ivan *****

Thanks for your reply.

Let me paste the responses you sent via email here for convenience:

Hello Tomas,

Thank you for taking my case. Here are the answers to your questions to help you better understand the situation:

Account duration and blocking: I have been a registered player at the casino for over a year. My account was blocked today, on June 18, 2026.

The mismatch issue: My account was already fully verified (legitimated) in the past, and I have successfully made withdrawals from the casino before without any issues. The current verification problem started suddenly when they requested a new document check. The misunderstanding comes from the fact that I have a German address registered on the website, my personal documents are Bulgarian, and the bank account/card I provided is Spanish.

Country of registration: I registered my account from Germany.

Country on the documents: My documents are from Bulgaria, but as mentioned, my registered address in the casino profile is in Germany, and the bank account/card is Spanish.

Country of play: I played from Germany.

Games played: I have accumulated my current balance by playing slots only.

Bonus usage: No, I achieved my current balance without the help of any bonuses. It was done with my own pure deposits.

Regarding the communication history with the casino, I am attaching the relevant screenshots to this message so you can review them.

Thank you in advance for your assistance, and I hope we can resolve this soon.

Best regards,

I went over the communication you shared with me.

You wrote:

My account was fully verified, but they noticed a regional mismatch (Germany/Spain).

According to the screenshots you shared, I couldn't reach any conclusion that the casino refuses to pay you out for the reasons you specified.

• Is there any other communication accusing you of any breach of rules? Would you be able to share it with me?
• Were you able to verify your payment method?
• Is the card you used physical or virtual?

Thanks in advance for your cooperation.

Hi Tomas,

Thank you for your response. Here are the exact facts to answer your questions, as I want to make it clear how this casino operates:

Regarding the proof and communication: All the evidence and chat logs are held by the casino because they completely blocked my account, and I can no longer log in to take screenshots. However, the sequence of events was exactly this: The casino fully verified my account and my physical (plastic) card. They then explicitly told me to proceed and submit a withdrawal request.

The Trap: Only after I submitted the withdrawal as instructed, they blocked my account and informed me via live chat that they would not allow me to withdraw due to my location in Spain. They literally waited for me to try and take my money out to enforce this.

Request for Full Deposit History: Since they locked me out and all my transaction data is with them, I am officially requesting through Casino Guru that Monro Casino provides a full financial statement of all the deposits I have made since creating this account. The amount of money I have deposited over time is huge (thousands of euros).

They willingly accepted thousands of euros in deposits without any issue, verified my account, told me to withdraw, and then used my location as an excuse to confiscate my funds. I kindly ask you to invite Monro Casino to this thread, force them to provide the chat logs from my verification/withdrawal stage, and demand a full refund of my deposits.

Thank you for your help!

Dear Vankata7777,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Adam (adam.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Vankata7777,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Monro Casino to join the conversation and participate in the resolution of this complaint.

Dear Monro Casino,

Can you please provide more information about the blocking of the player's account and the confiscation of their funds?

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.