Monro Casino - Player's withdrawal is delayed for 31 days.

I opened an account with monro.casino, verified my account fully. made few deposits played few games. Fast to when i want to withdraw, they rejected my withdrawal and asked for additional verification(video verification) which i gladly did and uploaded. The customer support told me my account was verified and i should go ahead to place withdrawal, i went ahead and withdrew uptill now, i haven't gotten value for my withdrawal. I contacted the customer support and now they are telling me they are checking my withdrawal and that i will have to wait for 31days before they process it! Who does that!

this casino is so bad!! I can't wait for 31days to receive my withdrawal. I need my withdrawal processed. Before I created an account i spoke with a customer support first to make enquiry on the withdrawal timeframe via crypto, and i was told *crypto withdrawal takes maximum of 3days*

now they are telling me i will have to wait for 31days before my withdrawal gets process!

I'm so dissatisfied and disappointed

Hello Frenzy5873,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Monro Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

I verified my account fully on the site before depositing and playing games, i heard about this monro.casino at casino guru, so i decided to give them a try. So i created an account, verified my account fully. And i contacted the live support via voice call, we spoke for a while and i asked her how long withdrawals normally take and if they actually pay withdrawals, she assured me that the site is paying and she told me withdrawal time normally differs depending on the withdrawal method used. So i told her i will be using crypto, and she said it can take up to 3days, and it could arrive before that. So i was convinced and i deposited, played a couple of sport bets and casino too, then i wanted to withdraw yesterday!! My withdrawal got rejected and i was asked to contact support team. I contacted them and they requested i make a video filming holding my id, and send to them on live chat or email, which i did and i sent to them on chat. The customer support told me my account was verified fully and i should go ahead and place a withdrawal, that I won't be having any issues. I placed the withdrawal, surprisingly I didn't receive it till today! I contacted the support again to enquire why my withdrawal was taking so long, and then he told me that my withdrawal is being being verified and that i should wait for 31days? 31 fking days!! Who does that!!

i was so pissed cause they never told me withdrawal takes that long, instead the live support i spoke to earlier lied to me!!!

i hate this casino! This is one of the worst casino ever! And I don't pray anybody falls into ther trap. Imagine they can't pay only 123€...

Mind you i never accepted or use any bonus, infact i was never given any bonus!!

I verified my account fully on the site before depositing and playing games, i heard about this monro.casino at casino guru, so i decided to give them a try. So i created an account, verified my account fully. And i contacted the live support via voice call, we spoke for a while and i asked her how long withdrawals normally take and if they actually pay withdrawals, she assured me that the site is paying and she told me withdrawal time normally differs depending on the withdrawal method used. So i told her i will be using crypto, and she said it can take up to 3days, and it could arrive before that. So i was convinced and i deposited, played a couple of sport bets and casino too, then i wanted to withdraw yesterday!! My withdrawal got rejected and i was asked to contact support team. I contacted them and they requested i make a video filming holding my id, and send to them on live chat or email, which i did and i sent to them on chat. The customer support told me my account was verified fully and i should go ahead and place a withdrawal, that I won't be having any issues. I placed the withdrawal, surprisingly I didn't receive it till today! I contacted the support again to enquire why my withdrawal was taking so long, and then he told me that my withdrawal is being being verified and that i should wait for 31days? 31 fking days!! Who does that!!

i was so pissed cause they never told me withdrawal takes that long, instead the live support i spoke to earlier lied to me!!!

i hate this casino! This is one of the worst casino ever! And I don't pray anybody falls into ther trap. Imagine they can't pay only 123€...

Mind you i never accepted or use any bonus, infact i was never given any bonus!!

Hello Frenzy5873,

So since when exactly is the withdrawal pending?

I made the withdrawal on the 25th of june(last month)

9days now

Hello Frenzy5873,

As stated above, it might take up to 14 days so please let me know once it would take longer.

Alright, i will wait, and i will get back to you once the 14days elapse

Tomorrow will make it 14days

Hello its more than 14days now, and I'm yet to receive my withdrawals from monro casino!

Thank you Frenzy5873 for all the information provided. I will now forward your complaint Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Alright

Dear Frenzy5873,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Monro Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Monro Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Player and Casino Guru representatives, the casino profile and bets are subject to additional verification, which corresponds to the paragraph of the Sportsbook Terms and Condition section 10.4, that is,

"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!

So wrong!! You lie! Hiding behind hidden terms and conditions to ensure you don't pay withdrawals!!

before joing the casino, i called the live support via voice call! To enquire about the casino! I asked about the withdrawal time frame too! Why didn't she tell me you take 31days to pay withdrawal?? She lied!! She told me withdrawal is processed within 3days and it depends on the withdrawal method used!! Now I deposited and played games, time to withdraw, you are telling me i need to wait for 31days! Mind u, I verified my account, and i even did an additional verification!

and i played both sports betting and casino games,

this casino is really bad!!!

Dear Frenzy5873,

I regret to inform you that, since your issue is primarily related to the sports betting section of Monro Casino, we are unable to provide the necessary assistance in this case. Unfortunately, we do not currently have a dedicated department to address issues related to sports betting, and therefore, we are unable to offer the expert perspective needed to conduct a thorough and detailed investigation of your case.

I believe the reason for this hold is to ensure the integrity of the bets and the legitimacy of the winning claim. As part of most casinos' standard procedures, thorough checks are carried out to prevent fraudulent activities and ensure that all bets placed and won are valid. This verification process is crucial for maintaining a secure and fair betting environment for all players. The only thing left to do now is to remain patient as these necessary checks are completed.

If you have any further questions or discrepancies, or encounter any issues with this or any other casino, please do not hesitate to contact us again. I am sorry we could not be of more help on this occasion.

Thank you for your understanding.

Best Regards,

Kubo