HomeComplaintsMonro Casino - Player's withdrawal requests are repeatedly canceled.

Monro Casino - Player's withdrawal requests are repeatedly canceled.

Amount: 8,100 ₴

Monro Casino
Safety Index:High
Submitted: 09 Jun 2024 | Case closed : 24 Jun 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

5 months ago

The player from Ukraine had deposited $200 and attempted to withdraw the same amount. After providing the requested documents and waiting 31 days, the bookmaker had asked for a selfie with a passport and a phone call, which were not completed. Repeated withdrawal requests were canceled despite the player following their instructions. We were unable to investigate further and rejected the complaint due to the player's lack of response.

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5 months ago
Translation

I registered on the website over a month ago, made a $200 deposit, played, and then decided to request a withdrawal equal to my deposit. They requested documents, which I immediately sent to this bookmaker—after which they told me to wait 31 days for the transaction to process. Yesterday, the processing period ended, so I contacted support for an explanation. They asked for a new selfie with my passport and to accept a phone call on my number—I agreed. Throughout the day, I made new withdrawal requests three times—each time they were canceled, requesting again a photo with my passport and to accept a call—but no one called me. I offered to have them call me on any messenger app, but the bookmaker refused. This company is refusing to process my withdrawal which I have been trying to recover for over a month.

Automatic translation:
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5 months ago

Dear depay668,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if your other identity documents were approved, except for your selfie with your passport?

Could you kindly specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

Has the casino specified when the verification call will take place exactly?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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5 months ago

Dear depay668,

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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