The player from Germany had their account blocked after switching to a different withdrawal method. The casino claimed a rules violation without providing specifics. We explained that casinos have the right to close accounts if they suspect irregular play. The player decided to close the complaint, and it was done so upon their request.
Monro Casino - Player’s account has been closed due to alleged rule violation.
Amount: €30,000
Monro Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
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3 months ago
Translation
Hello,
I have been playing at the casino https://monro.casino/de for quite some time without any issues, until the moment I chose a different withdrawal method than the bank. I switched to https://www.mifinity.com/de, and subsequently, my account was blocked with the explanation that I had violated the casino’s rules, but no specific reason was given. I then tried to get information through support, but they always responded with the same statement. Additionally, since this provider doesn't have a license for Germany, I am now facing an investigation. The casino's statement is simply that they've never had problems with players from Germany before. I will also upload proof of this. My question is, is it possible to get at least a partial refund of the deposited money?
Automatic translation:
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3 months ago
Dear D3njo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Could you please clarify the dispute value? Is this the amount of funds you had in your casino account when It was closed?
Thank you for your reply.
Best regards,
Kristina
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3 months ago
Dear D3njo,
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.
