Monro Casino - Player's withdrawal is severely delayed.

They delay withdrawals with the excuse of the verification process, even though I sent them everything and my profile shows it approved. They say it can take up to 31 days to review and then process the payment. I think it's outrageous to their users.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Has the casino requested any additional documents from you to verify your account?
• Did you accumulate your winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Sports betting and slot machines

Everything I requested was provided to me, including videos with my ID, a piece of paper with the current date and time, plus my email address and ID.

Earnings with real money, I don't use a bonus and my net deposit was 650 euros.

NO, they have not processed any withdrawal for me, according to them I must wait up to 31 days.

Hello aledato7,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, aledato7, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Monro Casino representative to join this conversation.

Dear Monro Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello dear player and Casino Guru representatives! Player's account is subject to additional verification due to paragraph 10.4 of the terms and conditions, that is

The Monro Sportsbook platform has the right to limit the ability to withdraw funds for up to 31 calendar days in order to verify an account for signs of unfair play. The methods and results of verification of gaming activity are confidential.

Best regards,

Monro Casino

Unfair betting? How do they accept bets and if someone loses, they don't verify them? But if someone wins, there's something strange about it, and even though you only win so much, your casino is unfair, rewarding you with its slot machines.

Dear Monro Casino,

Could you please specify, when the mentioned check started? Thank you.

Hello, dear Casino Guru representatives! Additional verification is over, the player can apply for a withdrawal.

Best regards,

Monro Casino

Thank you for the update, Monro Casino.

Dear player,

Have you been able to request a withdrawal?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear aledato7,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka