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Monaco Spins owe me 16000 euros and are unwilling to pay me out. Can you please advise how I can pursue this matter

Dear Jonathan,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Do I understand correctly that you have accumulated your winnings from a Free/No Deposit bonus solely?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much, Jonathan, for the clarification. Could you please forward your cashier and bonus histories along with any relevant communication to petronela.k@casino.guru?

Thank you very much, Jonathan, for your reply and forwarded email. Do I understand correctly from the communication between you and the casino affiliate that your withdrawal of €16,000 has been approved but the payment provider refused to pay it? Have you been provided with any justification?

That is correct Petronela. They are just refusing to pay me out without any justification.

Has the casino tried to send you money through a different payment provider? Where are the funds held now?

As far as I know the casino is still holding my funds. As you can see from the email I sent you they have said the payment processor Textend has refused to pay me my winnings. It is surely up to Monaco Spins to pursue this matter with them.

They have not tried to pay me out through a different payment provider.

Regards

Jonathan

Thank you very much, Jonathan, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Petronela

Hello Jonathan,

I looked at your complaint and will do my best to help you. I would like to invite MonacoSpins Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello Villiam

The problem with my withdrawal is that MonacoSpins are refusing to pay out my winnings. They are blaming it on their processor provider, Textend.

The email I sent to Petronela gives evidence of this.

Thank you for your assistance in this matter.

Kind regards

Jonathan

We would like to ask the MonacoSpins 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.