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Monte Carlo – DEPOSIT / WITHDRAWALS

Ruling

Found for the Casino - Player has an active bonus balance, albeit very small, at the time they redeposited. This rolled the bonus wagering requirements over.

Read our Monte Carlo Casino Review.

Player's Complaint

I have played on this site a few times and lost probably approx £300.

On Friday last week they offered me a bonus of £30 with 30 x wagering requirements. I spent this bonus on Friday and didn't win any funds.

This morning I deposited £50 and won a small amount but when I tried to withdraw the amount of £59 there was message saying I had an active bonus of £30 and could only withdraw £29. It most definitely did not show an active bonus when I deposited the £50 and I would not have deposited anyway if there was £30 bonus funds sitting there. I withdrew the £29 and then opened up a complaint but was just totally frustrated with their replies. When I logged back in it showed for the first time today £30 in the bonus box. When I played with some of these so called bonus funds (which was really my deposit funds)I won over £160+ but in the middle of playing the funds disappeared and I was left with an amount of £7.32.

I think this is no way to treat customers and I would appreciate it if the Pogg could investigate this for me.

They also only allow 1 free withdrawal per week and charge £4 per additional withdrawal.

I look forward to hearing from you.

Regards

[EDIT]

Read the casino review

2 Responses

ThePOGG
Sep 05, 2017

Hi teeny123pol,

This is your complaint thread, it is open and we are currently contacting the operator to discuss this issue. Please do not post in other complaint threads about your issue. These posts will not be approved.

Thanks,

ThePOGG

ThePOGG
Oct 23, 2017

Hi teeny123pol,

Apologies for the delay reviewing this case. There were some issues getting the required information from the operator and this required sifting through tens of thousands of lines of transactions to establish what the issues were.

Your initial deposit of £30 triggered a bonus of £30 with a wagering requirement of 30x30 = £900. When you stopped playing your balance had dropped to £0.08. At this point you had wagered a total of £62.10 meaning that you still had an active wagering requirement of £837.90. Because your balance never reached zero your wagering requirement was never voided. Therefore, when you deposited a few days later the deposit was subject to the wagering requirement associated with the £0.08 of bonus left in your account. When you withdrew before meeting that wagering requirement you voided winnings and were only allowed to withdraw the deposit associated with the bonus.

All I can suggest in future is to always ensure you play the balance down to zero or, if you've reached a very low balance like this, contact support and ask them to void the wagering requirement.

Thanks,

ThePOGG

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