Dear Magill,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I’m sure that you are aware of geolocation of GAMSTOP operation:

"GAMSTOP lets you put controls in place to help restrict your online gambling activities.

Sign up for the service and you will be prevented from using gambling websites and apps run by companies licensed in Great Britain, for a period of your choosing."

Since you have chosen casino without a license, it will be very difficult to resolve this case to your satisfaction. However, before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for your account’s closure. My email address is [email protected]. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked Responsible Gaming section on the website, and this is what I found https://24monaco.com/templates/company/responsible_gaming:

? Self-Exclusion

Self- Exclusion is a more extensive way to control your activity at 24monaco.com.

Self-exclusion means that you decide to close your account for a period up to 3 months. In case you wish to Self- Exclude your account, please contact our Customer Support Team who will be happy to assist you."

"Provided that Your Account does not show that a balance id is due to us, You are entitled to close your Account and terminate the Terms & Conditions on not less than twenty four hours’ notice to us at any time by contacting us through our Customer Services. We will respond to your request confirming closure of Your Account and the date on which such closure will be effective, within a reasonable time, provided that You continue to assume responsibility for all activity on Your Account until such closure has been carried out by us (at which point the Terms & Conditions shall terminate)."

Is this the email address that you have sent your email to?

[email protected]

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

Best regards,

Petronela

Dear Magill,

Do you still have email or a screenshot from Saturday evening (31st of Oct) when you’ve first time requested your account to be closed?

Additionally, please forward the bank statement showing your deposits. 

Hi Petronela,

I have responded to you on email with evidence from the site saying they would return my funds which they have not sent me back and are now trying to claim they dont do refunds. This is not a refund it was funds which did not load on the site correctly. They also owe me ￡500 that was stuck on pending withdrawal.

Thanks

Kind Regards

Chris ***

Thank you very much, Magill, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef 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.

Hello Magil.

Thank you very much for sharing your negative experience with the 24Monaco Casino. Please, be aware that this casino ignores our requests for cooperation. Is there any new information?

They eventually decided to give my pending withdrawal money and a deposit that did not load in to the casino correctly after my bank got involved. Prepare for a long battle with this site if you want to make a withdrawal.

Hello Magil.

I am very glad to see that you received your money. Thank you for using the Casino Guru complaint resolution center. I will now mark it as 'resolved' in our system.

Best regards, Jozef

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