Leonmonaco Casino - Player’s struggling to receive her refund.

This casino has recently opened and has taken over from www.leonmonaco.com as you can see from their website everything is the same accept the logo. I have been waiting three months for a refund from leonmonaco and was told it could take up to 45 days to go in to my account - that would have made it 15th September, low and behold, 15th September comes and still no refund. Sent 8 emails with no one replying only to check their website and says casino now closed. After digging found that they have reopened under 24monaco.com

I have emailed the Curacao gaming licence company and await their feedback. Also says that the company is registered in Cyprus, either under Fondemaco Trading Limited or Famagousta B.V. Guess what - neither have any contact details just an email form.

When I deposited, my money went to a "Balani Trading LLC" and was charged in Dubai Dirhams, seems these casinos are taking peoples money and laundering them all over the world. My bank have refused a chargeback so I have no choice but to leave reviews on every website there is to warn others. £206 is no big deal in the grand scheme of things but if they are doing this to thousands of people then they are making bundles!

Dear Lauren,

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. Do I understand it correctly that you have requested a refund of your deposited funds, or it’s been a withdrawal of your winnings? Have you received any alert or notification from the Leon Monaco Casino which would inform you that they will be closing or rebranding?

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

Lastly, I would like to inform you that even if this complaint were submitted under 24Monaco Casino, I switched it back to Leon Monaco Casino, since that’s where the issue has originated.

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

Best regards,

Petronela 

Hi Petronela,

I deposited $250 to this casino and it never appeared on my gaming account. After chasing them for two weeks it finally showed, during this two weeks I looked up reviews of the casino and realised they had a bad reputation so I emailed customer services to ask them to refund the money I deposited as I didn’t want to play. They had me on the runaround and even went as far as to send me a fake refund confirmation and told me to do a Chargeback with my bank but my bank refused. They then said the refund could take 45 days and wait until 15th September to contact them again. 15th September come and went and still no refund so I emailed them numerous times with no reply. I went to go on to their website earlier this week and now says the have closed down. When digging further I can see that they have renamed themselves 24monaco which I why I raised the complaint via that site.

Thank you very much, Lauren, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Dear Lauren, 

It is a very unpleasant situation. I completely understand you. I am afraid that in your current situation, the chargeback would be the best solution. Please try https://mychargeback.com/ they might convince your bank to change a mind about your chargeback. Their speciality is casinos without a license.

I know that this casino is non-responsive so trying to argue with them is pointless.

Dear Lauren, do you have any updates about your case? Did you try to make a chargeback?

Dear Lauren,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I would like to ask the casino representatives to stepped into the case.

Please could you confirm that the chargeback has been issued?

Because Lauren and casino failed to respond we are rejecting this complaint.