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This casino did not pay me out after winning 80 pound on a slot machine. I then lost lost 200 on roulette before winning 440 back. It then refused to pay this to me because I used 24 numbers. It’s shocking. It might be part of there rules but if so they should not have allowed me to place the bets! It was a lose /lose situation which is unacceptable! If my numbers didn’t come in I lost! If my numbers did come in I also lost! They didn’t even give me my deposit money back after winning and not paying me the winnings. I can’t get my head around how this casino is allowed to operate. It’s disgusting and they have stolen my money . They told me I used an unfair betting strategy to gain an advantage over the casino. They is ridiculous! It’s mathematically impossible to gain an unfair advantage as there is 37 numbers and each one pays 36/1 therefore it’s in the casino favour. I lost many time using 20-24 numbers it’s just the numbers I like to use and I have been penalised for it which is insane. I’m so angry about this.

Dear Dannyboy777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you been playing with an active bonus or with your real funds? Was it your first game session on Roulette in this casino?

Meanwhile, I have checked the general terms and conditions, and this is what I found (here):

I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi, it was real funds. Not an active bonus. It was my first day using the site. I first won on slot machine. Then I lost on roulette I did lose 100 then another 100 then with my last 100 I stopped after winning £440. I didn’t try to cheat and I realised now it’s in their terms and conditions. But they should not allow anyone to bet 24 numbers if it’s against their rules. It means it’s a 100 percent chance of loosing as they don’t give the money back. I want all my deposit money back at the very least and I think they should give that to me. Or even the £80 that I won on a slot machine. They didn’t pay me that. They took away all of it

Thank you very much, Dannyboy777, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Dannyboy777,

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

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

Dear Monster Casino,

Can you please clarify why this rule is in place regarding roulette play?

Kind regards,

Adam

I would like to ask why I can’t have the money back which I won on a slot machine and also the money which I deposited to us win roulette. Because if I was never able to win and they allowed me to bet 24 numbers it was a lose/lose situation. It’s stealing my money. They should have measurements put in place which does not allow to bet 24 or more numbers. And they talk about gaining an unfair advantage. Having a lose lose situation is the casino having an unfair advantage. It’s scandalous

Dear Dannyboy777,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask Monster to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

I’m not surprised one bit. Like I said they shouldn’t be operating. They should be closed down

Dear Dannyboy777,

The casino has contacted me and stated that you have escalated the matter to the relevant Alternate Dispute Resolution service, can you please confirm if this is the case?

Kind regards,

Adam

Hi Adam, yes that is correct. Ecorga. They already came back to me to say what the casino did will stand. I saw this site and didn’t really know what it was or what it could do for Me. My main aim was to warn and stop anyone from even thinking about using monster casino. I won’t repeat why. It’s all written above what my reasons are. I am guessing Ecorga is their own in house company because I don’t believe it can’t be right. That they can just take my money not pay my winning and not give me back my deposit money. It’s stealing. They are criminals operating as a casino site

Is there any update with this please?

Dear Dannyboy777,

As the complaint was escalated to the ADR service, in this case eCOGRA, the casino will not share any further information with us or discuss the matter any further. Consequently, there is nothing further we can achieve.

As mentioned, we firmly believe the rule that was stated as being the reason for confiscating your winnings to be unfair, in accordance with our Fair Gambling Codex (https://casino.guru/our-position-on-banning-betting-patterns). We will therefore close this complaint as 'unresolved', which will have a negative effect on the casino's rating.

As the ADR service has decided in favor of the casino, the only option I can recommend to you is to submit a complaint to the casino's licensing authority (https://www.gamblingcommission.gov.uk/public-and-players/complaints). Please do let me know how they reply (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam