Monro Casino - Player problems with bonus conditions for withdrawal.

Thank you for your help.

I registered on December 20th, cleared the rollover from the 50 free spins of the no deposit bonus, and requested a withdrawal, but is it a violation of the bonus terms and conditions? If you wanted to withdraw money, you deposited the same amount as the withdrawal amount you received from the bonus, and after clearing the 3x rollover of the deposit amount, you could withdraw money, which made no sense.

Specifically, if I wanted to withdraw 103 euros, I was told that I would have to deposit 103 euros and bet 3x 309 euros, which I never expected to do.

Even if they say that this content is written in the terms of service, I do not understand that they are demanding this for a violation of the terms of service that they have not even done.

There is no evidence or explanation of any violation of terms and conditions, and all I want to do is withdraw 103 euros from Jeton.

Excerpt of the part that violates the terms of use

↓

Bonus

10.6

If you repeatedly use a no deposit cumulative bonus on our site without depositing any cash while using the bonus;

↑

This seems to be a violation, but I had no idea what it meant, so I just registered, played, and requested a withdrawal.

thank you.

Hello yoshilovin,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Monro Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How many bonuses did you claim in total in the casino? When was the last time you spoke to the casino and what was it about?

Please note that depositing after a free bonus is a common even though most casino requires only minimum deposit so it seems weird that the casino requires you to deposit such high amount. Regarding the rollover of deposit, it is a standard anti-money laundering prevention used in most of casinos.

Looking forward to your answer.

Regards,

Nick

>Is your account already verified?

It has been.

> If it is certified, could you please tell me exactly when it was certified?

On December 25th, Jeton's account verification for account and withdrawal was definitely completed.

＞How many bonuses have you claimed in total from the casino? When was the last time you spoke to the casino and what was the content?

The no deposit bonus gives you 50 free spins and 10.3 euros in bonus money. The initial withdrawal request was 175.44 euros, but the withdrawal was refused, and the reason was that the withdrawal amount was limited to 10 times the bonus amount, which was my fault because I hadn't checked, and after that, the amount on the site was 72.44 euros. The euro was removed and the maximum withdrawal amount was 103 euros, so I made a new withdrawal request for 103 euros.

The last conversation was on December 27th.

> Most casinos only require a minimum deposit, but note that it seems strange for a casino to ask for such a high deposit since it is common to deposit after a free bonus .

Yes, do I need a deposit history when making a withdrawal? I asked this question, but received an email reply saying that there is no need to make a deposit.

However, if I want to withdraw 103 euros, is it a violation? Therefore, they are making an incomprehensible request to deposit 103 euros.

↓Last conversation email content

December 27, 2023 13:07

*This is only part of the content, but I would like to forward the full text via email.

Before playing on our website, you accept the terms of use, Y***o. Our casino operates in accordance with the issued license and follows the rules of our website. Your communication seems to be of dispute nature and as such it is beyond the competence of Support Team. Therefore, please, raise your matter with the Complaints Department emailing it to: complaints@galaktikanv.com.

От: "y****" <y****@gmail.com>

Кому: "help-monro" <help-monro@support.win>

Отправленные: Среда, 27 Декабрь 2023 г 6:02:14

元のメッセージを表示しない

Тема: Re: About withdrawal requests

元のメッセージを表示しない

? ? ?

violation? They are unilaterally taking an unreasonable response without any concrete explanation.

I am not satisfied with the fact that they are only playing according to the rules, so I will consult with the relevant authorities and report to the licensee.

Please communicate with them in the future.

In the end, I feel that they just don't want players with no deposit bonuses to withdraw money for some reason.

2023年12月27日(水) 10:11 <help-monro@support.win>:

This condition was set up by our administration in accordance with the rules, the causes are not shared. Your deposit history is not required for withdrawal, only the investment equal to your current balance and 3x wager of it in slots.

От: "yo****" <yos***@gmail.com>

Кому: "help-monro" <help-monro@support.win>

Отправленные: Среда, 27 Декабрь 2023 г 2:49:41

Тема: Re: About withdrawal requests

? ? ?

Does that mean I violated something?

10.6

If you repeatedly use a no deposit cumulative bonus on our site without depositing any cash while using the bonus;

↑What is the specific content and what kind of violation did I commit?

I have only received the no deposit bonus once.

Doesn't this mean that you receive a no-deposit bonus twice in a row without making a deposit?

I understand from the terms and conditions that the amount that can be withdrawn is 103 euros.

Also, please give me an answer regarding the fact that I received a reply that deposit history is not required.

2023年12月27日(水) 8:27 <help-monro@support.win>:

The requiremnt for cashout was set in accordance with the rule 10.6 of the "Terms and Conditions" section. In case of a repeated use of no deposit cumulative bonuses on the Company’s sites without making a cash deposit in the interval between using bonuses, the Casino reserves the right to ask the user to make a deposit equal to the wagered bonus funds on their balance at the time the withdrawal request is submitted (not less than 10 €), and ask to wager the deposit three times. If the user refuses to make a deposit, all received no deposit cumulative bonuses and all related winnings shall be deemed void.

Also, all bonuses have maximum winning amounts. It may be regulated by a multiplier, which in your case is x10, or may not. This means the following: if you win 10 EUR from a bonus which has a max win x10, you may obtain only 100 EUR of winnings if the wagering process is completed. If you win 150 EUR, 50 EUR will be deducted because it exceeds the multiplier.

Thank you for your help.

You are working towards resolving the issue, but are you running out of time?

Are you still in the middle of your investigation?

thank you.

Hello yoshilovin,

Please forward the full communication together with your bonus and deposit history to nikolas.b@casino as based on the casino's mails, they claim that you have claimed multiple no deposit bonuses without making any deposit.

Some casino does not allow to claim multiple free bonuses at all and automatically confiscate any balance generated from them.

Thank you for your help.

We have sent you a forwarded email related to MONRO Casino.

Did you claim a no deposit bonus twice in a row without making a deposit?

I have only been charged once.

That doesn't make sense, I would definitely like to see proof that I claimed the second no deposit bonus.

In addition, since the funds have not been confiscated and they do not want the funds to be withdrawn, I think they are making a malicious request to refuse withdrawals by making them deposit the amount they wish to withdraw, treating it as a violation and then rolling it over 3 times.

Thank you very much for your help.

Thank you for your help.

By the way, I have not received any email notification that the no deposit bonus has been granted.

Hello yoshilovin and thank you for all the information provided so far. Even if you would have 2 bonuses in row, it does not mean the casino may request you a deposit in the sum of your winnings as it is unfair towards the players. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you yoshilovin for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Monro Casino for their help in resolving this complaint. We would like to ask how we can help resolve this issue.

Thank you!

Nick, thank you for your efforts in resolving the issue.

Peter, I appreciate your help in resolving this issue.

We will work with you to ensure that unreasonable responses and demands are corrected and that you can withdraw your winnings.

Hello dear Casino Guru and dear player yoshilovin!

Our team of specialists has conducted a thorough review of your account. It has come to our attention that you have previously availed yourself of no deposit bonuses across our casinos. 

In accordance with our website's policies, as outlined in clause 10.6. "In case of a repeated use of no deposit cumulative bonuses on the Company’s sites without making a cash deposit in the interval between using bonuses, the Casino reserves the right to ask the user to make a deposit equal to the wagered bonus funds on their balance at the time the withdrawal request is submitted (not less than 10 €), and ask to wager the deposit three times. If the user refuses to make a deposit, all received no deposit cumulative bonuses and all related winnings shall be deemed void."

As a result, we kindly request that you replenish your account with the winnings accrued and fulfill the wagering requirements, before initiating any withdrawal transactions. 

Best regards,

Monro Casino!

Thank you for the update Monro Casino representative. Can you provide me with an account log of player's taken bonuses and deposits? You can provide this information to my email. (peter.c@casino.guru)

Thank you in advance for your cooperation!

Dear Casino Guru!

The player did not make deposits in any casino of the company, only activated no-deposit bonuses.

Best regards,

Monro Casino!

Monro Casino doesn't understand.

If you used two consecutive no-deposit bonuses, all you need to do is send the log data from the usage to Mr. Peter.

I wonder if there's a reason why I can't release it.

Peter, we apologize for the inconvenience and thank you for your continued support.

Dear Casino Guru!

We have send the relevant information to your email address.

Best regards,

Monro Casino!

Thank you for providing the information Monro Casino representative. I have dispatched an email where I hope we will be able to further discuss this issue.

Dear yoshilovin, I will keep you updated about any further developments.

Peter, thank you very much for your help.

Dear Casino Guru!

The player has successfully registered on eight projects within our company. It is noteworthy that, across six of these projects, the player availed themselves of no-deposit accumulative bonuses. It is crucial to emphasize that, as of the current status, the player has not initiated any deposits across any of the projects. Consequently, the relevant rule pertaining to no-deposit accumulative bonuses has been duly applied to the player's account. This adherence to the stipulated guidelines ensures a fair and consistent application of our company policies.

Best regards,

Monro Casino!

Thank you for the clarification Monro Casino, are players informed in any way that the different casinos are a part of the brand or do they receive any warning when taking the no deposit bonus that they have previously taken a bonus at another casino of the brand? Thank you in advance!

Peter, thank you for your cooperation.

I have never received any notice or warning.

If so, I'd like to see the history.

What is a fair policy about this rule?

I would also like to hear the opinions of licensees regarding this matter.

Hello dear Casino Guru and dear player yoshilovin!

Per the initial provision delineated within the casino's terms and conditions, it is outlined that "By using and/or visiting any section of the MONRO Casino Website (hereinafter referred to as the Website/Casino/Company), opening an account and using the Website, you accept the Terms and Conditions, Privacy Policy, all game Rules, Terms of Advertising, Bonuses and Special Offers posted on the Website. The above Terms and Conditions shall be hereinafter referred to as the "Terms". Please read the Terms and Conditions before accepting them". 

Furthermore, the subsequent section of the rules delineates the following pertinent information "The information on the Website is provided by the Website operator GALAKTIKA N.V., registered at Scharlooweg 39, Willemstad, Curaçao, hereinafter referred to as "Casino/Company". The activities of GALAKTIKA N.V. are fully licensed and regulated by Antillephone N.V. (license No. 8048/JAZ2016-050 valid till 1 November 2024), Curaçao laws and regulations".

As a result, players are informed about the company that holds ownership of the establishment where their registration process has been finalized. Additionally, it's worth noting that information concerning the casino operator is prominently displayed in the footer section of every page on the website (check attached screenshots). 

It is crucial to note that players do not receive notifications pertaining to other casinos, as each operates as distinct legal entities.

Best regards,

Monro Casino!

Objectively speaking, I find it humorous that they are trying so hard to explain their own rules, which are not fair at all.

When registering at an affiliated casino and requesting a no-deposit bonus, there is no notification or warning, and the late withdrawal hidden trap rule that prevents users who have completed the no-deposit bonus from withdrawing money is cowardly.

If that's what you're talking about, I think notifications are necessary.

I know the license information.

I'd like to hear what licensees think about this kind of response, but I don't think you understand what I'm talking about.

Dear yoshilovin, after a discussion with my team we have chosen to penalize the casino's rating for the rule enforced in your case as we consider it against our Fair Gambling Codex. From our conversation with the casino, it seems they don't plan to change their stance on this issue therefore we will close this complaint as 'unresolved' which may negatively affect their rating. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter