Monte Cryptos Casino - Player’s bonus winnings have been voided.

Hello guys. So, I've been waiting more than 2 weeks for my account to be verified, and after that I log in today and see that my initial deposit was returned. I deposited 20 and make a withdrawal request of 700.

I contacted support and they said that I bet 40 euros over the limit of 5 euros, as I was playing with bonus money. My maximum bet was at 2 euros, but I did buy a White Rabbit bonus, with the stake at 0.4 . I contacted support multiple times, to which the final response was ''You broke the rules'' . They don't specify anything in their faq about bonus buying, apparently it was registered as a 40 euro bet. The live support is not helpful at all, I will post any updates via e-mail conversation.

Bottom line, avoid at all costs.

Dear Pyr0mancer,

Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website, and this is what I found https://www.montecryptoscasino.com/bonus-terms:

„ 1.25 Please also note that a player can bet a maximum of €/$5.00, 1.00 mBTC, 50 SEK/NOK/ZAR or 10% of their current available balance (whichever is lower) on a given round or spin when using bonuses or winnings generated from bonuses (but the 10% rule does not apply to bet sizes under €/$0.50, 0.10 mBTC, 5 SEK/NOK/ZAR). Betting a larger proportion of one’s balance on a single round or game can lead to the voiding of this particular bonus and winnings and voiding of subsequent bonuses and winnings. Repeated abuse can lead to account termination and confiscation of balances."

Could you please confirm that €40 was how much you paid for bonus features? Ideally, please forward your game history to kristina.s@casino.guru? If there’s any relevant communication between you and the casino, please forward it too. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Thank you very much Pyr0mancer for your quick reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Update:

Today, they sent me an e-mail in french (I don't even speak french) telling me that I've violated the bonus requirements and to please withdraw my initial deposit. After they cancelled my 700 withdrawal, I went and used the 20 euros + 26 (initial deposit) to gamble just for fun, not expecting anything out of it. I ended up withdrawing 300, this time buying no bonuses, and, of course, they cancelled that too. Didn't even bother to send the email in english. Attachments below. I can't understand how a gambling site can be this scummy and show such little interest in their customers.

Hello Pyr0mancer.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Monte Cryptos Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi pyr0mancer,

Firstly i must apologize about our support we are doing our best to make sure that such issues don't occur.

However with regards to this case, we see that you bought a bonus feature during your bonus and then it was all place on one spin. As mentioned before this is in breach of the T&C.

If you need any further evidence we would be happy to provide that directly to Casino Guru

Your deposit of 20 EUR was returned as a sign of goodwill. As i see you managed to withdraw your initial deposit your account will now be close.

Thanks,

Count MonteCryptos

Dear Pyr0mancer.

I am very sorry about the situation. Unfortunately, we believe you are not entitled to receive your winnings since you clearly broke maximal bet rule during your bonus play.

If you do not agree with our decision you can always file an official complaint with the licensing authority of the casino (Curacao). I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

I will now mark the complaint as 'rejected'.

Kind regards, Jozef

Casino.Guru

jozef.k@casino.guru