Monro Casino - Račun igrača je zatvoren, a isplate su odložene.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Monro Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,

Natalia

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Stay safe.

Dear Natalia,

Thank you for your response. I am happy to provide the details you requested:

1. Games played: I primarily focused on [specify: slots / live casino / other].

2. Verification: I completed all required verification procedures before losing access to my account.

3. Bonuses: My winnings were accumulated [with / without] an active bonus.

As of now, my €1,000 withdrawal has been received, but my $10,000 withdrawal is still pending, and my account remains blocked.

I also want to mention that I have full proof of my communications with the casino, including chat records and emails with my VIP manager, which I can forward if required to support my case.

I would greatly appreciate your help in facilitating the release of these funds as soon as possible.

Thank you very much for your time and assistance.

Best regards,

Bakhtyar

Dear player, please specify accurately what types/genres of games you were playing, or if you were making bets on sports.

Did you accumulate your winnings with or without an active bonus?  

Dear Natalia,

My winnings came from a cashback bonus, which I have fully wagered according to the casino’s stated terms and conditions. After completing the wagering, the bonus was cleared and the balance converted into withdrawable funds.

My account has already been fully verified, and under normal circumstances there should be no issue with my winnings. However, despite meeting all requirements and clearing the funds, the casino is still holding my money without providing a valid reason.

Thank you for your assistance in resolving this matter.

Best regards,

Wali19

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Hello Natalia,

I have sent all the requested documents and communication with the casino to your email address (natalia.b@casino.guru). Please confirm once you receive them.

Thank you for your support.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Wali19, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the account. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Monro Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been blocked? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello dear player and Casino Guru representatives! Player's account was blocked due to paragraph 8.7 of our terms:

The Company shall have the right to disable your account, cancel payments, and recover all winnings if it is discovered that the account was credited via fraudulent actions, including the use of stolen credit cards and/or other illegal practices (including refunds or cancellations of payments) for the purpose of exchange between payment systems. The Company reserves the right to inform the authorities (including credit information agencies) of fraudulent payments or other illegal activities. We also reserve the right to contract collection agencies to recover funds. The Company shall not be held responsible for the unauthorized use of credit cards, irrespective of whether the card theft was reported.

Evidence has been sent to matej.l@casino.guru.

Best regards,

Monro Casino

I would like to thank the Monro Casino for sending me the evidence regarding this case.

Dear Wali19, according to the evidence provided, your account has been flagged by the system for multiple consecutive fraudulent deposits made via the casino account on 13th September 2025. As per the term 8.7 mentioned by the casino representative in the post above, your account has been closed and any balance confiscated in line with the Terms & Conditions you have agreed to when signing up for an account.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I am sorry we could not be of more help on this occasion.