The player from Morocco had deposited 74€ into the casino but the amount hadn't been credited to his account. We had recommended the player to contact his payment provider. Later, the player reported that only a part of his deposit had been credited and the rest was still missing. Eventually, the player was credited the remaining amount. The player had confirmed that his issue had been resolved and also he had been able to withdraw his funds. The complaint had therefore been marked as 'resolved'.
Monro Casino - Player’s deposit was not credited to his account.
Amount: €74
Monro Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Dears,
I made 2 deposits 25th of April first of 47€ (566MAD in the screenshot) and 27€ (326MAD in the screenshot) but they was not credited to my casino account.
I tried to find a solution with the casino but they are not helpful.
Thank you in advance for your help
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5 months ago
Dear ExoZed,
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.
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
Dear ExoZed,
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
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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5 months ago
We’ve reopened this complaint at the request of ExoZed.
Player's message:
"I was waiting for the period you asked"
I apologize for the mistake, we'll wait for your updates, and if the deposits are not credited or returned, we'll intervene.
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5 months ago
Only the deposit of 27€ was credited to my casino account until today, the second deposit of 47€ is still missing.
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5 months ago
the casino has credited me the 47€ today but now I am unable to withdrawal the funds. They also ask for 10% fee for withdrawal to skrill! My journey is not yet complete until I get my money back from this scammy casino.
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4 months ago
I understand your frustration. If the funds were not used for gambling the casino might ask for additional fees.
Have you used the funds you deposited for any gameplay?
Have you decided to withdraw your funds despite the fees?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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4 months ago
Dear ExoZed,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
