The player from Portugal underwent a verification process to withdraw his funds from Monro Casino. After providing the necessary documents, his withdrawal was put on hold for up to 30 days, causing him to worry about his money's safety. We contacted Monro Casino, which confirmed the delay was due to verification for signs of unfair play as per their terms. The player’s withdrawal was eventually approved exactly 31 days after the initial request. The player confirmed the receipt of the payment and the issue had been successfully resolved.
Monro Casino - Player’s withdrawal has been delayed.
Amount: €700
Monro Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
I decided to deposit at Monro Casino to give it a try and when I wanted to withdraw my funds, I was initially refused and had to undergo a verification process. (Passport photo, bank statement, etc). I quickly sent all the requested information. And after that, my withdrawal is on hold and they told me to wait up to 30 days.
This worries me because I'm afraid I won't see my money again. I would appreciate your help in quickly resolving this issue.
Automatic translation:
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5 months ago
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
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5 months ago
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,
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5 months ago
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.
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5 months ago
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
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5 months ago
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!
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5 months ago
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.
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5 months ago
Dear Monro Casino, please inform us once the verification of gaming activity is complete. Thank you.
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5 months ago
Translation
Good afternoon,
I contacted monro casino support to find out if there was any update on the case. I leave the print of the conversation with support as proof of what was said to me.
Automatic translation:
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5 months ago
Dear player and Dominika! The payout verification has not yet reached the finalization stage. Thank you for your patience.
Best regards,
Monro Casino!
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4 months ago
The verification for the payout is currently in progress and is not yet finalized. Thank you for your understanding.
Best wishes,
Monro Casino!
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4 months ago
Good morning,
I would like to inform you that my withdraw has been aproved. 31 days exactly after.
Thank you casinoguru for your support.
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4 months ago
Dear jveiga, thank you for the information. Could you please confirm once you have received the payment?
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4 months ago
I have received the payment already, exactly 2 hours after it's aproval.
Best regards,
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4 months ago
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
