The player from Germany experienced issues with depositing money to Monro Casino. Despite making a successful deposit via SEPA, the funds were not credited to her account. The casino's support forwarded the issue to the finance department, and even after she submitted her bank statement, the issue remained unresolved. We requested additional information from the player but received no response. Consequently, the complaint was rejected due to the player's lack of communication.
Monro Casino - Player's deposit not credited to account.
Amount: €20
Monro Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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5 months ago
Translation
Dear Sir/Madam,
Unfortunately, I have a complaint regarding Monro Casino involving a deposit, even though it is just about 20 Euros, it is still worth lodging a complaint for me.
On 15/04/2024, I made a deposit via SEPA, the money was posted on 16/04/2024 but was not credited to my player account.
I have written to the support staff who said they would forward it to the finance department. I received an email a week later asking to submit my bank statement.
I did, but unfortunately, I'm still without any success.
When I asked again in the chat, I was only told that the finance team would take care of it and I would receive an email later. However, I was not given any specified time frame for when this would be dealt with.
It is really unfortunate as this used to be one of my favorite casinos.
Automatic translation:
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5 months ago
Dear Happynadine,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
- Could you please advise if it was your first deposit in this casino?
- Please forward your payment receipt to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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5 months ago
Dear Happynadine,
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.
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5 months ago
Hi Happynadine,
I regret to learn that your deposited funds have not yet been credited to your casino account. Before we reach out to the casino on your behalf, could you please send us your bank statement from the date of the deposit until today? This will serve as evidence that the funds left your account and were not refunded.
Thank you.
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5 months ago
Dear Happynadine,
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.
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4 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
