The player from Germany deposited €125 at Monro Casino, but the casino claimed the transaction was canceled by the bank. The bank confirmed the payment had been debited correctly. The casino insisted on a PDF bank statement for verification, which the player could not provide due to privacy concerns. The player had self-excluded and sought a refund of €125. We advised the player to contact their payment provider for an investigation. Ultimately, the player confirmed that the money had been paid out, resolving the issue.
Monro Casino - Player's deposit has been disputed.
Amount: €125
Monro Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
Hi there, I've encountered yet another new problem with Monro Casino.
On July 2, 2024, I deposited €125 via online transfer. The amount was immediately debited from my bank account (see screenshot). On July 4, 2024, Monro Casino emailed me stating that the transaction was supposedly canceled by my bank and advised me to contact my bank (see screenshot). After emailing my bank, I received confirmation that the payment was indeed debited and not canceled (see screenshot). When I informed Monro Casino via chat (unfortunately, the chat history wasn't saved) that everything was in order and requested my €125 back, they told me to send a PDF of my bank statement from July 2, 2024, to the current date so they could verify that the €125 wasn't refunded. Since my bank only provides statements for an entire month at the end of each month, and I didn't want to wait that long, I suggested starting a screen recorder to show all transactions from July 2, 2024, onward. This was also not accepted. They specifically want the bank statement from July 2, 2024, as a PDF file.
I am not obligated to send all my transactions (privacy concerns). Every casino has departments for deposits and withdrawals where they can check whether they refunded me the €125 or not. I have already self-excluded from this casino and would like to get my €125 back.
Automatic translation:
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5 months ago
Dear Synaro,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account or returned to your bank account.
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
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5 months ago
Translation
The money was debited from my bank account correctly. It's my bank's fault, the error is with the casino. They have to check and refund my money. It can't be that I don't get any support.
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4 months ago
Thank you very much, Synaro, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
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4 months ago
Hello Synaro,
I'm Michal, and I have taken over your complaint. I have reviewed your case and understand your concerns about sharing your bank statement with all transactions. However, this is an industry-standard requirement. While it is entirely up to you whether you choose to provide the requested bank statement or not. However, please be aware that without it, we will be unable to move forward with resolving your complaint. I suggest sending the bank statement in PDF form to the casino team.
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4 months ago
Translation
It's been sorted out, the money was paid out.
Automatic translation:
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4 months ago
Great news, Synaro. I'm glad to hear that you successfully received the money.
As the complainant confirmed that the funds were paid out, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
