The player from the UK has been trying to withdraw her winnings for a few weeks. The complaint was closed as unresolved as the casino did not respond to us within the given time.
MonacoSpins Casino - Player’s struggling to withdraw her winnings.
Black points: 452
Amount: €2,700
MonacoSpins Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.7
MonacoSpins Casino has a Safety Index of 2.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
3 years ago
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4 years ago
Been playing at Monacospins for months never had a issue until I wanted to withdraw my winnings of €1000 waited 2 weeks for the process then they returned it to my account without any explanation I have spoken to online help daily but they palm you off with any excuse
when I now try to withdraw it comes up with limit reached contact support which I have with no response this has been going on now for 4 weeks
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4 years ago
Dear Lorna,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before?
Have you accumulated your winnings by playing with a bonus, or real money only?
Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).
Thank you very much in advance for your reply.
Best regards,
Kristina
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4 years ago
Hi kristina
yes I verified my account ages ago and yes this was my first withdrawal contacted every email going to as why it had been reversed but no response have had loads of communication with online support but they just lie and tell you to wait or say that they have contacted the finance team
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4 years ago
all the winnings was won by real money it’s very hard on there to win and I’m very worried I’m not going to ever see my money
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3 years ago
Thank you very much Lorna for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
We haven't receive any answer from the casino yet. Please note, if we won't receive any respond within the next 7 days, we will be forced to close the complaint as unresolved.
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3 years ago
Dear Lorna,
Unfortunately, we haven't receive any respond from the casino. I'm really sorry but as the casino seems to be non-responsive, there isn't much we can do for you in this case. We will be now forced to close the complaint as "unresolved", which could negatively affect the casino's rating. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help.
Best regards,
Nick
Casino.guru
