Monte Cryptos Casino - Player’s winnings from bonus play have been capped.

I made 3 x deposits of $30. The first was with a bonus amount which I played through and lost. The next 2 weren't with a bonus. I lost the 2nd $30 but with the third I played for ages and won over $18000. I made sure to meet the wagering requirements anyway (35x deposit) just in case they were a dodgy site like Bonza who had voided my withdrawal saying I breached their terms and conditions, however it was them who had added 2 random $30 bets into my transaction history that I 100% did not make which is clearly obvious from my low betting transaction history. I then submitted all documents required for KYC to their email address as requested (cashier@hd.montecryptoscasino.com) and waited 3 days for a response. In the meantime I completed the withdrawal section on the site and had 3 x $2000 and 1 x $1000 withdrawals pending plus a balance of $2000+ that I was playing with at the time they voided my withdrawals. I received an email advising the Max withdrawal from bonus is 10x deposit amount so they had removed all my winnings, withdrawals and left me $300 to play with. They had even advertised one of my big wins on their main page so if it was voided they shouldn't have advertised it. I have sent several emails to them advising I had met their terms and conditions quoting their specific terms 1.13 and 1.18 in which I had played through the wagering requirement and deposit amount which then meant the bonus balance and winnings became real money as seen in my screen shots attached.

I had also lost all the initial winnings and bonus amounts after playing through the wagering requirements so as per 1.17 of their t&cs the wagering requirements were void anyway. I then made another deposit of $30 which did not have any bonus funds attached to it, therefore the winnings weren't even from bonus funds and were from my deposited funds only. 

I have not received a response to these emails even though I sent them soon after they sent the original email.

Dear Melstar77,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this term:

„2.7 There is a maximum amount of money won with the help of any given bonus unless other stated that can be withdrawn. This amount equals 10 (ten) times the original deposit made to claim the bonus. Any winnings above this amount will be subtracted from the account. All winnings up to 10,000 EUR (or equivalent in other currency), MonteCryptos reserve the right to split the withdrawal on weekly payments. All winnings above 10,001 EUR (or equivalent in other currency), MonteCryptos reserve the right to split the withdrawal on monthly payments."

Are you sure that you activated the bonus only with your first deposit? Do I understand correctly that there wasn’t any balance left after finishing the wagering requirements, and then you deposited played with your real money only?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru (or you can post it here).

Lastly, I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Thank you in advance for your reply.

Best regards,

Kristina

Thank you very much Melstar77 for your email. 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.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated.

Hello Melstar.

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

Dear MonteCryptos Casino team.

Thank you for your cooperation. Please, can I share the evidence with the player in this case (it will be marked as sensitive, not visible for the public)? You can even attach it on your own, we evaluate every response and if there is any proof it is never shown for the public because of data protection.

Hi again,

Yes indeed that is what i wanted to do, however i seem to get an issue with the website crashing everytime I upload images. If you could please attach them here. They are in 2 different emails.

Please let me know if you need me to send them again to a different email.

Thanks,

Count MonteCryptos

When I made the third $30 deposit, only $30 appeared in my balance and there was no bonus received at that time. The 40% was added afterwards by the casino and I'd like to know how they can prove I 'claimed' it...??

From their screen shots provided it also appears there are several other small bonus amounts from free games that I never played or received let alone 'claimed'...

Hi again, if you have a look at the deposit time (16:35) followed by the bonus time you will notice that you received your bonus 1 minute after your deposit(16:36). If the bonus was not claimed you wouldn't have had any wagering points awarded.

Then you can see on the screenshot with no markings the moment you go from Real balance to Bonus.

Thanks,

Count Monte Cryptos

Hello there,

I believe it is clear now.

Dear Melstar77.

I am very sorry but since the casino has provided us with relevant evidence. We are forced to close the complaint as 'rejected'.

If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru