Monro Casino - Player's withdrawals are delayed.

I used to receive my withdrawals from Monro casino within minutes until last week. Four withdrawals have not been received totally €1100 nor are they pending. The support is saying that they are stuck with their payments system and they say they have no authority over them. They have been continuously saying that I must wait but their responses are vague and varied. I have extensive email correspondence to demonstrate this. I have lost faith in this casino and would appreciate your intervention please.

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please advise when exactly you requested these withdrawals?
• When did you make the last successful withdrawal?

Thank you in advance for your reply.

Best regards,

Kristina

Hi - thank you for looking at my case. The withdrawals were all made 5 days ago. I realise that this is not normally a long time but this casino has always delivered winnings within minutes of making the withdrawal. There is obviously a problem but the only response I am getting from support staff is that I must wait. I have been told different times of a few hours, 24 hours, 72 hours and it seems there is no one in the support team who can actually help. I can send you all email correspondence to support my complaint. I really need your assistance as I am getting nowhere with them.

Thank you for your reply. I would like to emphasize that we always give the casino two full weeks to process each payment. I will keep this complaint open, and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive, and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience, and please keep me informed about any further developments.

Hi - they have now returned €600 to my account and I have withdrawn again and money has been received within a few minutes. However, they still have €500 stuck with the payment system. I will keep you updated.

Alright, hopefully, you will receive the rest of your winnings soon. Please let me know if there is anything new.

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

Dear cailindeas,

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,

Kristina