Monro Casino - Player from restricted location had account blocked.

Good day.

I registered with this casino on Sun, Oct 22, 23:27.

I went through the registration process from my home country, Belarus, without using any VPN services. The login was also performed from Belarus. All the required information was filled in my profile, the selected country was Belarus, and a Belarusian phone number was provided. There were no blocks or warnings about registration being impossible. I made a deposit using cryptocurrency.

Today when I tried to access my account, I couldn't. The casino's system indicates that authorization from my country territory is not possible. When I contacted Customer Service about this situation, they referred to a rule stipulating the cancellation of deposits made by players from Belarus. However, at the time of my registration, I did not violate this rule p. 4.4 "  and will provide false information", I provided my truthful data. As of today, it's impossible to register on the site from my country because the casino’s system shows authorization from my territory is impossible. However, at the time of my registration, this was not the case.

In conclusion, the casino accepted a player it shouldn't have and took his deposit. I request a refund of the deposit to the wallet it came from. I am attaching the screenshots below.

It turns out that the casino breached their own rules by accepting players and their deposits from restricted countries and subsequently blocking their accounts under the same rules while keeping the deposits for themselves. This is outright fraud.

Dear Bambino777,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Monro Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Were you able to play in the casino with your deposited funds?
• Could you please specify how much was your balance before your account was blocked?
• Do I understand correctly that you were able to choose Belarus as the country during registration?

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

Best regards,

Tomas

Dear Bambino777,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good afternoon. Thanks for your reply, sorry for the delay.

You understand absolutely correctly, at the time of registration I was able to select my country Belarus and indicated my phone number, there were no warnings on the site at that moment, I think they corrected this mistake later and now during registration it is clearly indicated that authorization is not available from Belarus. I did not use VPN services when registering. I don’t understand the point of asking questions about the game and the amount of funds if the complaint is about the deposit and the fact that the casino accepted the player and his funds in violation of its own rules. The question arises: if this is the player’s fault, then why is this warning now about prohibiting authorization from territories that casinos do not accept? Let them continue to play the freeroll, if the player loses everything is fine and quiet, if they win we block the account referring to the rules. And the casino remains white and fluffy.

Thank you very much, Bambino777, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Bambino777,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Monro Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Monro Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed funds been confiscated? Were players from Belarus restricted from registration and playing in the casino at the time the complainant registered and made the deposit in question? If yes, but he was allowed to register and deposit/play in the casino using his real and true personal details (the restrictions were not enforced by the casino's system/software), could the casino refund his disputed funds?

If we are talking about a breach of the casino's Terms and Conditions, and he bypassed any system restrictions in order to register and deposit/play, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello, dear player! There was a technical error on our site, so you did not see the warning about the ban on registration from Belarus. At the moment it is corrected by our specialists. However, you agreed with our rules when registering, where in paragraph 4.4 of the site rules you could see the full list of banned countries. According to paragraph 4.4. "You are prohibited from opening accounts and/or depositing funds, and from making real money bets on MONRO Casino, if you are located or reside within American Samoa, Aruba, Afghanistan, Belarus, Bonaire, Sint Eustatius and Saba, the United Kingdom, Virgin Islands (US), US Minor Outlying Islands, Guadeloupe, Greenland, Guam, Israel, Jordan, Iraq, Iran, Spain, Italy, Yemen, Cyprus, North Korea, Cote d'Ivoire, Curaçao, Mayotte, Macau, Malta, Martinique, Netherlands, United Arab Emirates, Oman, Pakistan, Puerto Rico, Réunion, Saint-Martin (France), Syria, Slovakia, the USA, France, French Guiana, Ethiopia. You agree with this requirement, undertake not to open accounts, and not to use your account if you are located in one of the aforementioned countries. If a player is found to be in breach of this and provides misleading details in relation to their location, all deposits and all withdrawals will be null and void."

Dear Branislav, the funds deposited by the player were not confiscated, but used by him for betting.

Best wishes,

Monro Casino!

Greetings to the community and Representative Monroe.

Based on the rep's response, their site rules are for players only. They are not responsible and are not obliged to fulfill them on an equal basis with users.

It's not my fault that there was an error on your site. I always saw a warning on all GALAKTIKA NV websites, but you didn’t have it! (coincidence? I don’t think so).

When registering without using programs to hide/change the IP address, the choice of my country for registration was available in the menu. The profile also included a phone number with my country code.

How did you fulfill your rule? No way.

You accepted a deposit from a player you should not accept a deposit from. Your technical errors that you corrected are your responsibility (or, as I see it, irresponsibility).

And the last thing that happened with the deposit does not matter, if there had been a win it would have been followed by confiscation, and that’s all for you freeroll (either confiscation or the player does not return).

And based on what you!!! should not accept deposits from players who are prohibited from depositing funds, and I demand a refund.

Have a good day.

Dear player, your deposit is now on your balance, please make a withdrawal request. After successful withdrawal, your account will be blocked. If you make repeated attempts to register on the company's websites because you agree to rule 4.4, the company will not be liable on the basis of clause 17.2.1. "You will use the Website services willingly, freely, conscientiously and at your own risk".

Best regards,

Monro Casino!

Thank you both for your replies.

The fact about the lost deposit by betting is new to me, and it significantly changes the situation.

Dear Bambino777,

Can you please provide us with an update on your issue?

Can you confirm the information from the casino about the restored deposit on your account - available for a withdrawal? Can I consider the issue resolved?

Last but not least - can you please confirm your initial deposit was lost by playing in the casino?

Good afternoon. Monroe Casino was returned the deposit and the casino complied with its rules.

The issue has been resolved and I have no complaints about the Monroe casino.

Thank you Guru for your participation and help.

Best wishes, Bamb

Thank you, Bambino777, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Since the complaint was resolved, it is already not so important, but there is one more thing. That is a pity the casino restored your deposit if it was really lost/used for betting before I managed to respond. I dare to disagree with your claim that it does not matter what happened with your deposit. In these circumstances, you basically played without a chance to lose anything. If you won, you would have demanded your winnings (and we would have been on your side), but when you lost, you demanded your deposit back? It does not work like that at all.

Please, be aware that in case we knew about the loss of the deposit by betting earlier than the casino restored it, the complaint would have been likely rejected without further discussion. You can take it as advantage that you were able to register at the casino, make a deposit, and play. If that is true, and your deposit was lost by betting, you were not entitled to it anymore because you simply lost it as if it was in any other casino that accepts players from Belarus. It would have been a different situation if there was an unused deposit, but this was not the case here. There was no justified reason for refunding the lost deposit.

Thank you very much, Monro Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru