Monro Casino - El depósito del jugador no se acredita en la cuenta.

Dear Sir/Madam,

Unfortunately, I have a complaint regarding Monro Casino involving a deposit, even though it is just about 20 Euros, it is still worth lodging a complaint for me.

On 15/04/2024, I made a deposit via SEPA, the money was posted on 16/04/2024 but was not credited to my player account.

I have written to the support staff who said they would forward it to the finance department. I received an email a week later asking to submit my bank statement.

I did, but unfortunately, I'm still without any success.

When I asked again in the chat, I was only told that the finance team would take care of it and I would receive an email later. However, I was not given any specified time frame for when this would be dealt with.

It is really unfortunate as this used to be one of my favorite casinos.

Sehr geehrte Damen und Herren,

leider habe ich eine Beschwerde bezüglich Monro Casino mit einer Einzahlung, es geht zwar nur um 20 Euro allerdings für mich trotzdem eine Beschwerde wert.

Ich habe am 15.04.2024 per Sepa eingezahlt das Geld wurde am 16.04.2024 wertgestellt allerdings nicht auf meinem Spielerkonto gut geschrieben.

habe dem Support geschrieben die meinten sie würden es an die finanzabteilung weiter geben, habe eine Woche darauf eine email bekommen mit einreichen von Kontoauszug.

dies habe ich getan, leider bislang immer noch ohne Erfolg.

bei erneuten Nachfrage im Chat wurde nur gesagt das sich das finanzteam darum kümmern würde und ich dann eine email erhalten würde aber einen Zeitraum der Bearbeitung konnte mir nicht genannt werden.

wirklich schade da es einer meiner lieblingscasinos galt.

Dear Happynadine,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

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

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt to petronela.k@casino.guru. 

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

Best regards,

Petronela 

Dear Happynadine,

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.

Money still missing after a month.

Geld nach einem Monat immer noch verschwunden.

Hi Happynadine,

I regret to learn that your deposited funds have not yet been credited to your casino account. Before we reach out to the casino on your behalf, could you please send us your bank statement from the date of the deposit until today? This will serve as evidence that the funds left your account and were not refunded.

Thank you.

Dear Happynadine,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.