Monro Casino - Player’s withdrawal has been delayed.

Decidi depositar no Monro casino para experimentar e quando pretendia levantar os meus fundos, foi-me inicialmente recusado e tive de proceder a uma verificação. (Foto passaporte, extrato bancario, etc). Enviei rapidamente todas as informações pedidas. E após isso o meu levantamento encontra-se suspenso e disseram-me para esperar até 30 dias.

Isso preocupa-me pois tenho medo de não voltar a ver o meu dinheiro. Agradecia a vossa ajuda para resolver rapidamente a situação.

Dear jveiga,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Was your account verified, or were any of the documents accepted already?
• When did you request a withdrawal from the casino? Is it still pending in your account?
• 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

Looking forward to hearing from you.

Best regards,

Tomas

Good morning,

Thank you for your reply.

I will be adding all the files in this conversation.

• Every document normaly asked to start an account were aproved like I will be showing.
• My withdraw request is still with pending status in the website.

In the photos attached you can check the emails they've send me. After the last email they sent telling my withdraw request was denied, I did what they asked in the suport chat. After that, they asked me for a video selfie showing me and my ID card. After that they said to wait 31 days for verification.

I don't see this as normal at all. I did everything they asked so I should be a trustly person. I can't say the same about Monro casino for now.

Regards,

Hello? Someone on the case?

Thank you very much, jveiga, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.  

Hello jveiga,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Monro Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Good afternoon,

Still waiting for some awnser.

Hello, dear player and Casino Guru representatives! According to the paragraph of the rules of the section "Sports" 10.4. The MONRO Sportsbook platform has the right to limit the ability to withdraw funds for up to 31 calendar days in order to verify an account for signs of unfair play. The methods and results of verification of gaming activity are confidential.

Best regards,

Monro Casino!

Dear monro casino and casino guru,

The information that was passed to me in the suport chat was that this was a normal procedure that happens randomly to the players. This was told me to me, not once, not twice, maybe in all of the 10 times I contacted the suport.

After all, Monro Casino was hidding the true reason of this delay.

I'm waiting for some news regarding the case.

Dear Monro Casino, please inform us once the verification of gaming activity is complete. Thank you.

Boa tarde,

Contactei o suporte da monro casino para saber se havia alguma atualização no caso. Deixo o print da conversa com o suporte como prova daquilo que me foi dito.

Dear player and Dominika! The payout verification has not yet reached the finalization stage. Thank you for your patience.

Best regards,

Monro Casino!

Still waiting for news.

The verification for the payout is currently in progress and is not yet finalized. Thank you for your understanding.

Best wishes,

Monro Casino!

Good morning,

I would like to inform you that my withdraw has been aproved. 31 days exactly after.

Thank you casinoguru for your support.

Dear jveiga, thank you for the information. Could you please confirm once you have received the payment?

I have received the payment already, exactly 2 hours after it's aproval.

Best regards,

Dear jveiga,

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,

Dominika

Casino.Guru