The player from Germany faced issues withdrawing his winnings from the casino, as they required him to deposit the same amount and wager it three times, despite having received a no-deposit bonus from a social media giveaway. He challenged the casino's support team for misleading information regarding the terms and conditions related to his withdrawal. The Complaints Team evaluated the situation and concluded that the casino's actions were justified based on the evidence provided, indicating that the player had claimed multiple no-deposit bonuses across different brands. The case was closed, and the player was informed of his right to file an official complaint with the casino’s licensing authority if he disagreed with the decision.
Monro Casino - Player's winnings are delayed due to unfair conditions.
Closed
Our verdict
Unjustified complaint
Amount: €500
Monro Casino
Safety Index:HighCase summary
Discussion
Public
Public
6 months ago
Translation
Hello, I have a problem with this casino; they won't pay out my winnings unless I deposit the same amount again and wager it three times. I received this no-deposit bonus from a limited social media giveaway. The terms and conditions are also described there. However, I asked chat support beforehand what the terms and conditions were. They didn't mention anything about me having to deposit again. The last time I was in the chat, after the withdrawal was rejected, I pointed out that the terms and conditions had been clearly stated. The chat support then clearly lied by saying that I had been informed beforehand that another deposit was required. Unfortunately, I can't prove this, but I'm sure there are records of it. Please help me.
Automatic translation:
Public
Public
6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Monro Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you made any previous deposits in the casino?
- Have you made previous withdrawals in the casino?
- Could you please share your communication with the casino's support regarding the requirements necessary for the withdrawal of your winnings? Send emails or chat transcripts to my email at [email protected], or post screenshots here
- Could you please specify how much the winnings from the no-deposit bonus were?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
6 months ago
Translation
Yes, I have deposited and withdrawn money several times.
I sent them an email.
It's about €500 because the no-deposit bonus was limited to ten times the bonus amount. I received €51.04 from free spins and wagered it 30 times. Attached is a screenshot of the bonus.
Monro refers to 10.7 in their terms and conditions. However, I have deposited several times between no deposit bonuses. So this is not true.
Thank you for your support.
Edited
Automatic translation:
Public
Public
6 months ago
Translation
Is there anything I can do to help things move forward?
Automatic translation:
Public
Public
6 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) 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.
Public
Public
6 months ago
Dear TheCooN82,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Public
Public
6 months ago
Translation
I'm curious to see when and if a representative will get in touch. As mentioned above, I contacted Monro's complaints department via email, but so far, this has been ignored without comment.
I'd also like to add that Monro has always been happy to accept my money. However, I haven't received any emails from them (newsletters, offers, personalized promotions, etc.) for some time, which is unfortunate.
Edited
Automatic translation:
Public
Public
6 months ago
Hello dear player and Casino Guru representatives! The additional withdrawal requirement has been added when identifying an abuse of bonuses on the company's website which refers to clause 10.7 of the rules:
In case of a repeated use of no deposit cumulative bonuses on the Company’s sites (GALAKTIKA N.V., Carrer N.V.) without making a cash deposit in the interval between using bonuses, the Casino reserves the right to ask the user to make a deposit equal to the wagered bonus funds on their balance at the time the withdrawal request is submitted (not less than 10 €), and ask to wager the deposit three times. If the user refuses to make a deposit, all received no deposit cumulative bonuses and all related winnings shall be deemed void.
Best regards,
Monro Casino!
Sensitive attachment
Sensitive attachment
6 months ago
Translation
I have already mentioned this and clearly refuted it.
Only the above bonus consists of free spins without a deposit. The last transaction of €12 was made without claiming a bonus.
In addition, you can only use one no deposit bonus per month.
Edited
Automatic translation:
Public
Public
6 months ago
Dear Monro Casino team,
Could you please react to the player's latest statement?
Public
Public
6 months ago
Hello dear player and Casino Guru representatives! According to our terms, the deposit amount must match the balance at the time of the withdrawal request. In this case, the player's current balance is €500.09.
The bonus was fully wagered by the player on June 14, and no additional deposits have been made since then.
Best regards,
Monro Casino!
Public
Public
6 months ago
Translation
That wasn't the question; it's about you invoking clause 10.7 of your terms and conditions. However, this isn't the case. Please take a look at my payments to GALAKTIKA NV.
Automatic translation:
Public
Public
6 months ago
Dear Monro Casino team,
Initially, you provided a different statement, but considering your current explanation, it seems that the first one was not accurate.
Requesting that a player deposits an amount equal to their winnings is quite unusual. Could you please clarify where exactly this requirement is stated, whether in the bonus terms or the general terms and conditions?
Thank you in advance for your response.
Public
Public
6 months ago
Hello dear player and Casino Guru representatives! We kindly ask you to refer once again to clause 10.7 of our terms and conditions, which we have already mentioned twice in this thread.
This is a general rule that applies to all no deposit bonuses, particularly in cases of bonus abuse. It clearly states that in such situations, we reserve the right to request a deposit equal to the current balance and its triple wagering.
Best regards,
Monro Casino!
Public
Public
6 months ago
Translation
10.7
LIABILITY FOR BONUS ABUSE
The withdrawal of wagered bonuses is only available to users with clearly verified accounts.
If multiple accounts are created or if there are discrepancies between the data provided when completing the profile and the documents submitted during account verification, the bonuses received by the user and all related winnings will be void.
If a user has an active bonus and receives free spins or other bonuses in any game, they must meet these wagering requirements before switching to another game. If a user uses bonus funds to wager in another game while still having unused free spins or other unfinished bonus games, these actions will be considered a deliberate violation of the casino's rules. If the casino detects such violations, it reserves the right to refuse withdrawals and void any winnings earned using the above-mentioned strategies.
In case of repeated use of cumulative no-deposit bonuses on the company's websites (GALAKTIKA NV, Carrer NV) without making a cash deposit between bonus uses, the casino reserves the right to require the user to make a deposit equal to the bonus funds in their balance at the time of the withdrawal request (at least €10) and to wager the deposit three times. If the user refuses to make a deposit, all received cumulative no-deposit bonuses and all associated winnings will be forfeited.
We reserve the right to change, add, or expand the bonus terms and conditions at any time. Players should check the terms and conditions regularly for updates.
I have not committed any bonus abuse!
Edited
Automatic translation:
Public
Public
6 months ago
Translation
First they cited bonus abuse, which is why I should deposit, but now they're not anymore, claiming it's a general rule. Unfortunately, I can't find this anywhere.
Automatic translation:
Public
Public
5 months ago
In case of a repeated use of no-deposit cumulative bonuses on the Company’s sites
(GALAKTIKA N.V., Carrer N.V.) without making a cash deposit in the interval between using
bonuses, the Casino reserves the right to ask the user to make a deposit equal to the wagered
bonus funds on their balance at the time the withdrawal request is submitted (not less than 10 €),
and to wager the deposit three times. If the user refuses to make a deposit, all received no-deposit
cumulative bonuses and all related winnings shall be deemed void.
Public
Public
5 months ago
Translation
Is this topic so complex and time-consuming that I have to wait six days for a response each time, or what is the reason?
Automatic translation:
Public
Public
5 months ago
Dear TheCooN82,
I can confirm that the case is indeed quite complex, as the rule is not standard. I am evaluating the information provided and discussing the case with the team. I will get back to you as soon as possible. The timer is there because we need a relevant time frame for the evaluation.
Thank you for your patience.
Public
Public
5 months ago
Translation
Greetings, Jozef, thank you for the information and, of course, your dedicated efforts. For me as a customer, it's perfectly clear from the terms and conditions when the casino can apply this rule, and not just arbitrarily.
Dear Monro Casino team, could you please tell me why I haven't received a response to my email of July 15, 2025, to your complaints department?
Thanks
TheCooN82
Automatic translation:
Sensitive attachment
Sensitive attachment
5 months ago
Dear TheCooN82,
Based on the evidence you provided, it does appear that you claimed two no deposit bonuses (free spins) without making a deposit in between. I’m not sure if this was ever officially confirmed in your case, so I wanted to clarify this from the start.
As I mentioned, I discussed your case with our team. Please be aware that in many casinos, such winnings would simply be confiscated, which is obviously unfair. On the other hand, the best approach would be either not to grant the bonus if you’re not eligible or to clearly inform you beforehand that such a condition applies.
I can confirm that this is not a standard condition. However, I am convinced that if you comply with this requirement, your winnings will be paid out, at minimum, you will receive your deposit back. We have only had positive experiences with this brand, so I believe you will eventually get paid. Ultimately, the decision is yours.
Could you please confirm your decision? Is there anything else I can assist you with?
Sensitive attachment
Sensitive attachment
5 months ago
Translation
Good day dear Jozef,
This "FRUITS FREE SPINS" is not a no deposit bonus but requires a deposit of €20.
It's only listed under the name, which could be misinterpreted. In addition, the free spins were credited before the next deposit but weren't played until later. However, this is probably irrelevant anyway, since, as mentioned, a deposit was made to receive the "FRUITS FREE SPINS." Perhaps Monro himself isn't even aware of this and is interpreting this bonus as a nodep.
If you have any further questions or concerns, please do not hesitate to contact me.
Greeting
TheCooN82
Edited
Automatic translation:
Public
Public
5 months ago
Dear TheCooN82,
Thank you for the information. Could you please confirm that you have not played under the other brands of GALAKTIKA N.V. or Carrer N.V., and that you have not claimed any no deposit bonus from them?
Public
Public
5 months ago
Dear Monro Casino Team,
Could you please react? We kindly request that you provide evidence supporting your claims. Specifically, has the player claimed multiple no deposit bonuses in a row, giving you reasonable grounds to enforce the mentioned rule?
You can forward the evidence to my email address: [email protected].
Thank you for your cooperation.
Public
Public
5 months ago
Hello dear player and Casino Guru representatives! Evidence has been sent to [email protected].
Best regards,
Monro Casino!
Public
Public
5 months ago
Translation
Dear Monro Casino Team,
I would like to thank you very much for providing the information so quickly. I hope we can find an amicable solution. Could you also please answer my question about why I haven't received any feedback from the complaints office yet?
Many thanks and kind regards!
TheCooN82
Automatic translation:
Public
Public
5 months ago
Translation
Hello Monro Casino Team,
Do you not think that at least a short answer would be appropriate or do you only respond to questions from a Casino Guru representative?
TheCooN82
Edited
Automatic translation:
Public
Public
5 months ago
Dear TheCooN82,
I am very sorry about the situation. The casino team informed us that you are registered with most of their brands, with the exception of two, and that in all of them you have used no-deposit bonuses. This has been backed by evidence.
I have discussed your case internally, and as I mentioned, it is standard practice, especially when it comes to no-deposit bonuses, for casinos in such cases to confiscate winnings. In your case, you can still follow the conditions mentioned by the casino to claim your winnings.
I must note that the casino’s action is considered justified, and I am therefore forced to close this case. You still have every right not to agree with my decision, and you may file an official complaint with the casino’s licensing authority if you choose.
I am very sorry for how this ended.
Kind regards, Jozef
