The player from Germany had a fully verified account at Monro Casino and had successfully made withdrawals in the past. However, on June 1st, her €1000 withdrawal remained 'in processing' due to a delay from a partner payment company. Despite daily contact with support, the issue remained unresolved for over two weeks. We requested additional information and confirmed the player did not use any bonuses. The player later reported receiving the payment, and the complaint was marked as resolved.
Monro Casino - Player’s withdrawal has been delayed.
Amount: €1,000
Monro Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
Hello, I have been playing at Monro Casino for a while now. I am fully verified there and have always been able to carry out my withdrawals without any issues, usually receiving them by the next business day. So far, so good. However, now I have a problem. On 1st June 24, I made a withdrawal of €1000, and it hasn’t come through. My profile has shown it as "in processing" since that day, with no progress.
Since then, I have almost daily reached out to Monro Casino's support. The support team tells me every day that I need to wait until the issue is resolved. According to them, the problem lies with a partner company that handles payments. This company hasn't gotten back to Monro, so they can’t do anything. Every day, support tells me they send a message to the payment system and get no response, hence I should wait. This has been dragging on for 2 weeks now with no progress. I feel like I am being strung along and won't get my money. Maybe you can help me since I am running out of options and don't know what else to do.
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3 months ago
Dear Chefarzt143,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Monro Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you accumulated your winnings with the help of a bonus?
- When was the last time you were in contact with casino support regarding the issue?
- The email transcript you uploaded unfortunately cannot be opened on our part, could you please send me the transcript to tomas@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
Translation
Hello Thomas,
I earned my winnings as normal with slots. I didn't use a bonus when I made my deposit. I didn't use any bonus credit or anything else either. My last contact with support was on Sunday, June 16, 2024. I've just sent you the script for this chat via email.
Kind regards
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3 months ago
Translation
Hi Thomas,
What happens next? Do you need anything else or do you now have everything you need?
Kind regards
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3 months ago
Thank you very much, Chefarzt143, for your patience and for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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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3 months ago
Translation
Hello, it's all sorted now. I finally received my payment yesterday.
Kind regards
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3 months ago
Thank you very much, Chefarzt143, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Romi
