Monro Casino - El depósito del jugador no fue acreditado en su cuenta.

Dears,

I made 2 deposits 25th of April first of 47€ (566MAD in the screenshot) and 27€ (326MAD in the screenshot) but they was not credited to my casino account.

I tried to find a solution with the casino but they are not helpful.

Thank you in advance for your help

Dear ExoZed,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Dear ExoZed,

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.

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.

We’ve reopened this complaint at the request of ExoZed. 

Player's message:

"I was waiting for the period you asked"

I apologize for the mistake, we'll wait for your updates, and if the deposits are not credited or returned, we'll intervene.

Only the deposit of 27€ was credited to my casino account until today, the second deposit of 47€ is still missing.

the casino has credited me the 47€ today but now I am unable to withdrawal the funds. They also ask for 10% fee for withdrawal to skrill! My journey is not yet complete until I get my money back from this scammy casino.

I understand your frustration. If the funds were not used for gambling the casino might ask for additional fees.

Have you used the funds you deposited for any gameplay?

Have you decided to withdraw your funds despite the fees?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thomas 🙂

My issue is resolved and I withdraw the funds , thank you!

Dear ExoZed,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru