Monro Casino - Igrački nalog je zatvoren.

Hi

I have a Resolved complaint on sister - STARDA Casino

I have an account on MONRO Casino blocked with the same reason as on STARDA Casino.

Decision of Casino

After a thorough internal review and detailed discussion of the case with our management team, we have decided to accept the documents provided by the player for the verification process.

As a result, the player’s account has now been successfully verified. Following this, the player’s winnings will be processed and paid accordingly in line with our standard procedures.

We appreciate your patience throughout this case and remain available should any further clarification be required from our side.

I would like to ask open my account on MONRO Casino.

Thank you

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents did you send to the casino for the verification of your account?
• Have any of your documents been reviewed and approved by the relevant department?
• Which of your documents are currently pending verification in your account?
• When was the last time the casino communicated with you about verifying your account?

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

Best regards

Veronika

Hi Veronika

Which documents did you send to the casino for the verification of your account?

Sent ID card front

Sent ID card back

Sent Selfie with ID card

Verified my phone number (SMS)

Verified my email with a link

Complete video verification through casino website (answered questions about my profile)

Sent Address document

Sent Video selfie with address document

Sent Contract of Phone number ownership

Sent Video selfie with Contract of Phone number ownership

Sent Mobile service contract confirmation

Sent Proof of ownership for mobile number

Sent my August 2025 bank statement

Sent my September 2025 bank statement

Have any of your documents been reviewed and approved by the relevant department?

yes , all documents reviewed and approved by casino. Please look my STARDA Casino complaint.

Which of your documents are currently pending verification in your account?

All documents are approved, none pending.

When was the last time the casino communicated with you about verifying your account?

Just 3 days ago in my STARDA Casino complaint thread

Hello JULIJARIZENKOVA,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear AldaCze,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

Thank you very much for your patience, JULIJARIZENKOVA. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that €4366 (dispute value) is being held in your casino account at the moment?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

Thank you in advance for your reply.

Good morning

Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?

I played ONLY one slot game Kraken Hunger (bgaming). I did not play live casino, sports betting etc.

Do I understand correctly that €4366 (dispute value) is being held in your casino account at the moment?

Yes , correct

Were your winnings accumulated while a bonus was active, or without an active bonus?

Without active bonus.

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello

I forwarded all communication between me and MONRO Casino to kristina.s@casino.guru

Dear JULIJARIZENKOVA,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear JULIJARIZENKOVA,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Monro Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Monro Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

We've sent you an email to samuel.s@casino.guru.

Best regards,

Monro Casino

Hello everyone,

thank you for the updates.

Dear Monro Casino,

I have received your email, however, I need to clarify that each complaint is assessed individually and cannot be resolved solely based on the outcome of a separate case at a sister casino.

To properly review this case, please clearly explain:

• the exact reason why the player’s account was blocked,
• whether the player failed verification and if so, on what specific grounds,
• and what rule violation you are relying on in this case.

If your decision is based on the same issue as in the Starda case, please also clarify why the player was eventually verified and paid there, while the account remains blocked here.

Most importantly, I kindly ask you to provide relevant supporting evidence for your claims. Ideally, this should be shared directly in the thread so the player can review it as well. If that is not possible, you may send it to my email.

Without clear reasoning and evidence, it will not be possible to properly assess the case.

Thank you for your cooperation.

Dear Samuel,

We have sent you a detailed response via email.

Please note that the player’s account on Monro will not be unblocked, and this decision is final.

Best regards,

Monro Casino

Hello everyone,

thank you, Monro Casino, for the information provided.

Dear JULIJARIZENKOVA, I want to inform you that I have received the casino’s response and I am currently discussing the case internally within our team to see whether there is any further step we can take in this situation.

I kindly ask for your patience while we review all available options.

Hi Samuel

Feels strange to me that STARDA Casino profile is unblocked , but MONRO remains blocked.

I completed profile verification on MONRO and STARDA plus provided all documents.

Hello JULIJARIZENKOVA,

thank you for your patience while I was reviewing this case.

I would like to inform you that I have received the casino’s response via email, as it contained internal and sensitive information that could not be shared publicly in the complaint thread.

According to the explanation provided, the casino confirmed that your account on Monro remains blocked due to their internal policies and previous account history across their platform. While they acknowledged that an exception was made in your earlier case with their sister casino (Starda), they clearly stated that this was a one-time decision and that no further exceptions will be granted going forward.

After carefully reviewing all the information, I’m afraid there is no further action I can take in this case. The casino has made its final decision and is not willing to reopen the account.

For this reason, the complaint will be closed as unresolved.

If you wish, you can still try to escalate the matter by submitting a complaint to the Curaçao Gaming Authority at complaints@cga.cw.

I understand this may be disappointing, but given the circumstances and the casino’s stance, we are unable to proceed further. I’m sorry I couldn’t be of more help in this case.

Best regards,

Samuel

Casino Guru