Monro Casino: month-long review, payout canceled again and they request the same documents for $12,000
Complaint from svetlanapya1965 to Monro Casino dated 1/10/24
I registered on this site more than a month ago. I topped up my account with $500, started playing slots and placing sports bets, the bets were on Real Madrid in football and on an NBA match. In the end the account showed $950 so I decided to withdraw the balance. And then the madness began. First they asked me to verify my crypto wallet, I sent all the photos they asked for and answered the call, answered all the questions. Then they asked for a bunch more photos, selfies with every possible document, no problem, I sent them everything, then they requested a video call, I went through it and answered all the questions. Then they told me to wait a month – we are checking your sports bets. I have no idea what I did to deserve this treatment, but I decided to just wait. Meanwhile I lost my whole winnings while waiting, $500 remained on the balance – the amount I deposited. A month passed and they cancel all withdrawals again – they ask me to verify my crypto wallet – even though I already did this, sent a bunch of photos, talked twice over calls, once by video call – answered thousands of their questions. They just refuse to give me even my deposit. Please help, I don’t understand why people my age are treated like this, they think people of our age can be easily cheated out of money. They are telling me right now that the crypto wallet verification has not passed, but it was that exact message that started my sending photos and the tons of calls. This is just lawlessness. They can’t return my deposit after a bunch of photos, calls and a month of waiting.
I attach a screenshot of their message from a month ago to prove that it was precisely from this request to confirm the crypto wallet that everything began, and after that message there were all the photos, calls, video calls
Discussion process (42)
Complaint statistics against Monro Casino
Claims against Monro Casino
Publication details
| Parameters | Posted on our site |
|---|---|
| Date added | January 10, 2024 at 2:06 PM |
| Last revision | March 19, 2024 at 8:25 AM |
| Views | 2,043 |
Complaint Author
| Parameters | Monro Casino complaint prepared and published |
|---|---|
| Published by |
4LUCK
Publisher
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| Complaint Author |
svetlanapya1965
[email protected]
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| Fact-checked |
VyacheslavLenin
Complaint Specialist |
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The complaint has been sent to the casino
They wrote to me in chat – your crypto wallet is verified. Now they say this – the consultation in the chat was provided incorrectly. Well, judge for yourselves how much of beasts they are. At the first withdrawal they ask you to go through a crypto wallet check. After that I send all the photos they ask for, answer their questions by phone 3 times, one of them via video call. Then they say the crypto check is complete – the bet verification begins. A month passes, they say the bet verification is finished – but you did not pass the crypto wallet verification. During that time I sent selfies with all possible documents a person can have and answered 100 questions by phone (what bets, what slots are, name the last characters of the crypto wallet, what bets you play on slots), all of which I answered. Not perfectly, but within my perception. But to ask after all this to start all over again – I’m going to lose my mind right now.
Hello, dear player and site representative! The player needs to contact support chat to undergo a repeat video verification.
Best regards,
Monro Casino!
Also the process of the repeat call itself needs to be recorded on video, either to the player or to the project itself
Published: January 10, 2024
explain why I sent 7 selfie photos with documents, answered questions by phone twice and answered questions over video call? I even waited a month. if they told me personally that I confirmed my crypto wallet. what was the point of me doing all that
Published: January 10, 2024
The project has doubts about your past video verifications, that’s exactly why I wrote about video recording
Published: January 11, 2024
did I understand correctly , that you won’t stick up for me ? and agree to this nonsense from Monroe?
Published: January 11, 2024
You were provided with a response from the casino, and a recommendation regarding video recording was also given
Published: January 10, 2024
well admit it, what bastards. I was sitting talking to them via video call , me personally , answering their stupid questions, they just try to catch me out on something I answer unsurely. well it’s all done . I ask you to demand that they just give me the deposit amount. I just ask to give back the deposit , having gone through 7 circles of hell, sending a bunch of photos and answering a ton of questions. just give back what I topped up
What, am I some kind of monster? Can anyone appreciate my efforts and that I fulfilled all the previous requests? How can you treat someone like cattle? I did everything from A to Z as asked. In the end they’re asking for everything again
The casino has doubts about the past calls, they give you one more chance to dispel those doubts
Hello, dear player! To successfully withdraw your winnings, you still need to verify your crypto wallet.
Sincerely,
Monro Casino!
So the player was given instructions on what to do.
After that the player disappeared, ignoring the reply in the complaint.
Without contacting the casino
Complaint denied
Complaint reopened. The player has appeared and filed a new complaint on the same case.
You can set out your arguments in this
Published: March 12, 2024
Please tell me, since I cannot log into my account, can I ask the casino representative to provide me and you with information about my account balance at this moment? so that after video verification it does not turn out that somehow my balance has disappeared.
Monroe just won’t let me into my account. I haven’t logged into it for at least 2 months. they can just ask things that I simply don’t remember, and then say that I failed the verification because of that.
I lost from the $900 I had won down to the amount of my deposit = $500. and then I won $12,000 on slots, in a regular casino, not in sports bets . I’m asking this casino monitoring service to help with withdrawing my honest winnings. as I understand it, immediately after the win they blocked my account. the balance was $12,000 (plus or minus $100)
If the casino is not planning to unblock my personal account, then let them write down what questions they are going to ask me, so I can at least try to remember. If they start asking me now what sports bets I made in December and exactly which slots I entered after that, I obviously won’t be able to answer precisely. I only remember which 2 slots I got a big win in
why in other similar complaints after 31 calendar days of verification everyone gets withdrawals opened, but for me they first ask to go through the verification again from the very beginning and then they even block the account, can’t even log in.
VYACHESLAVLENIN , what should I do? how not to lose the money I won?
Hello, dear player! To unblock your account you need to complete a video verification. Contact our casino’s support service, they will tell you what needs to be done. Only after that the profile will be unblocked and you will be able to withdraw your winnings.
We cannot provide the exact list of questions. However, rest assured that the specialist will ask only for information related to your account.
Sincerely,
Monro Casino!
Published: March 11, 2024
so i can understand that you are honest right now, tell me what the balance on my account is ?
Published: March 11, 2024
Dear player, could you clarify why you have doubts about the information provided?
Regards,
Monro Casino!
Published: March 12, 2024
please tell me, what is my current balance? do I have the right to know? I want the representatives of this site and me to see what my exact balance is
Published: March 13, 2024
please tell me my current balance , and I’m ready to do video verification
Published: March 13, 2024
Hello, dear player! The amount on your balance has remained the same as it was before the block. After successfully completing the video verification, you will be able to confirm this yourself.
Sincerely,
Monro Casino!
Published: March 13, 2024
I want to make a record so that all 3 parties know that the balance is about $12,000, not $500 as stated in this claim, because before the block I won all that money on slots.
The claim amount has been changed to 12,000 USD
I’m working late, tomorrow or the day after I’ll make a video call, I’ll record it on video , as you suggested
Hello, I answered all the questions. The only difficulty was the question about the browser – I don’t know what that is; I was only just now told that it’s the program used to access the internet. I copied the name Google Chrome of the program I used to visit the site. I recorded a video as you suggested, please VYACHESLAVLENIN confirm that I answered all the questions myself and without anyone’s help. Please help me withdraw my winnings, the person who questioned me said we have to wait another 3 days. I couldn’t find how to insert the video here, tell me where to send it to you?
Hello, dear player! To unlock your account you need to pass a video verification. Contact our casino support service, they will tell you what needs to be done. Only after that the profile will be unlocked and you will be able to withdraw your winnings.
Those are the words of a casino representative. In the end I completed this video verification, but no one unlocked my account. I don’t understand what’s happening. I just won at the casino and they refuse to pay out, do you understand ?
It’s been 2 days since I answered the questions over a video call. My account is still blocked – I can’t even log into it, let alone withdraw my money
the girl from the online chat said that I passed the video verification , but it looks like they aren’t going to unblock my account
Hello, dear player! The account has been unlocked, you can submit a request and await the withdrawal of your winnings.
Sincerely,
Monro Casino!
Published: March 18, 2024
they scammed me, they unblocked the account but as soon as I requested a withdrawal they immediately canceled it. and again with the same wording
To withdraw funds you need to confirm your crypto wallet number TCaVd8b2WbcZrxW4N2uAER7VHyJYEbgc6Q in the support chat, after which submit a new payout request.
For more information please contact support.
Already the third time
Published: March 18, 2024
why are you cheating ? you are canceling my withdrawal again !!!
all those checks that I already passed were with one explanation – verification of the wallet address I deposited from and the one I want to withdraw to.
now the person from the online chat replied to me (after yet another successfully completed verification) – You have not yet confirmed the cryptocurrency wallet. I can help you do that now.
This is the most mocking attitude, phenomenon that I have experienced in my life. there is nothing worse than this feeling.
Published: March 18, 2024
Dear player, please contact the support chat and provide the crypto wallet number to which you intend to withdraw. Support specialists follow their own regulations, which require these actions to be taken in your case.
Regards,
Monro Casino!
Published: March 18, 2024
Please read the essence of my complaint at the very beginning, and what actually happened. I was advised to record our video call – I recorded it. Each of your checks was called a wallet address verification. Now I’m being asked to do again what I already did – a 3rd round in a row. About 10 photos were sent from all angles, with all possible documents, I went through 2-3 audio interviews of about 10 minutes each, I went through 2 video interviews of 5-10 minutes. And now you’re telling me I didn’t pass the wallet address verification. Last time I was advised to record the video call, I did, I’ll send it at any moment. But don’t tell me I didn’t pass some checks when you’ve already photographed me inside out and grilled me to death.
Published: March 18, 2024
The information provided in the chat was sufficient. The withdrawal has been approved on our end.
Regards,
Monro Casino!
Dear player, confirm receipt of funds
Funds have been paid to the player.
Complaint resolved