Monro Casino - Сметката на играча е затворена със задържани средства.

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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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Could you please provide more details regarding the mismatch?
• What is the country you used when registering at the casino?
• What is the country on the documents you provided during the verification?
• From which country have you played?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Dear Tomas and Casino Guru Team,

​I am writing to officially update and elevate my complaint against Monro Casino. I want to request a full refund of all deposits made since the creation of my account, as the casino has engaged in highly unfair and predatory practices.

​Here are the undeniable facts of my case:

​Predatory System Design: Monro Casino allowed me to register, successfully complete my identity verification (KYC), and deposit thousands of euros over time without implementing any automatic software restrictions or geoblocks regarding my location or VPN use.

​No Fair Chance to Win: The casino willingly accepted my hard-earned money as long as I was losing. However, the exact moment I accumulated a balance of €230 and requested a withdrawal, they suddenly "discovered" a violation and locked my account. This proves that from day one, I never had a legal or fair chance to win or withdraw. If I lost, they kept my money; if I won, they blocked me. This is the definition of unjust enrichment.

​Casino Guru Policy (Strictly Fair Approach): According to Casino Guru’s own standards, a casino cannot use its Terms & Conditions as a one-way trap. If their system failed to enforce their own geographical and technical restrictions at the deposit stage, they have no right to confiscate funds or retroactively cancel the validity of my play.

​Since the games I played were effectively a trap where cashing out was impossible, the only just and fair resolution is for Monro Casino to void all historical sessions and return every single deposit I have ever made into this account.

​I refuse to let a licensed operator take thousands of euros from me without offering a real, fair chance of payout. I kindly ask Tomas to demand the full transaction history from the casino and force a total refund.

​Thank you for your assistance.

​Best regards,

Ivan *****

Thanks for your reply.

Let me paste the responses you sent via email here for convenience:

Hello Tomas,

Thank you for taking my case. Here are the answers to your questions to help you better understand the situation:

Account duration and blocking: I have been a registered player at the casino for over a year. My account was blocked today, on June 18, 2026.

The mismatch issue: My account was already fully verified (legitimated) in the past, and I have successfully made withdrawals from the casino before without any issues. The current verification problem started suddenly when they requested a new document check. The misunderstanding comes from the fact that I have a German address registered on the website, my personal documents are Bulgarian, and the bank account/card I provided is Spanish.

Country of registration: I registered my account from Germany.

Country on the documents: My documents are from Bulgaria, but as mentioned, my registered address in the casino profile is in Germany, and the bank account/card is Spanish.

Country of play: I played from Germany.

Games played: I have accumulated my current balance by playing slots only.

Bonus usage: No, I achieved my current balance without the help of any bonuses. It was done with my own pure deposits.

Regarding the communication history with the casino, I am attaching the relevant screenshots to this message so you can review them.

Thank you in advance for your assistance, and I hope we can resolve this soon.

Best regards,

I went over the communication you shared with me.

You wrote:

My account was fully verified, but they noticed a regional mismatch (Germany/Spain).

According to the screenshots you shared, I couldn't reach any conclusion that the casino refuses to pay you out for the reasons you specified.

• Is there any other communication accusing you of any breach of rules? Would you be able to share it with me?
• Were you able to verify your payment method?
• Is the card you used physical or virtual?

Thanks in advance for your cooperation.

Hi Tomas,

Thank you for your response. Here are the exact facts to answer your questions, as I want to make it clear how this casino operates:

Regarding the proof and communication: All the evidence and chat logs are held by the casino because they completely blocked my account, and I can no longer log in to take screenshots. However, the sequence of events was exactly this: The casino fully verified my account and my physical (plastic) card. They then explicitly told me to proceed and submit a withdrawal request.

The Trap: Only after I submitted the withdrawal as instructed, they blocked my account and informed me via live chat that they would not allow me to withdraw due to my location in Spain. They literally waited for me to try and take my money out to enforce this.

Request for Full Deposit History: Since they locked me out and all my transaction data is with them, I am officially requesting through Casino Guru that Monro Casino provides a full financial statement of all the deposits I have made since creating this account. The amount of money I have deposited over time is huge (thousands of euros).

They willingly accepted thousands of euros in deposits without any issue, verified my account, told me to withdraw, and then used my location as an excuse to confiscate my funds. I kindly ask you to invite Monro Casino to this thread, force them to provide the chat logs from my verification/withdrawal stage, and demand a full refund of my deposits.

Thank you for your help!

Dear Vankata7777,

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, Adam ([email protected]). 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,

Tomas

Hello Vankata7777,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Monro Casino to join the conversation and participate in the resolution of this complaint.

Dear Monro Casino,

Can you please provide more information about the blocking of the player's account and the confiscation of their funds?

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Adam,

I want to add a critical point to this complaint while we wait for Monro Casino's response.

The €230 currently held in my account is just the tip of the iceberg. Over my time playing on this platform, I have deposited thousands of euros.

By the casino's own logic—blocking my account and refusing my withdrawal solely based on my location in Spain—it means I never had a real chance to win from day one. They willingly accepted thousands of euros in deposits from my Spanish card, but the exact moment I requested a withdrawal, they locked me out. This is a predatory trap. I was allowed to lose my money with zero restrictions, but I am barred from ever taking anything out.

Because I was playing under completely unfair conditions where a payout was never legally or practically possible, I am officially demanding a full refund of all my net deposits.

If Monro Casino refuses to cooperate through Casino Guru and return my funds, I am fully prepared to take this to the next level. I have already consulted with a legal team, and my lawyers are ready to take formal legal action against the casino's operating company to recover every single euro I deposited under these deceptive and illegal practices.

I hope the casino takes this time to provide the full deposit history and resolve this seriously.

Hi Adam,

To add to my previous statement and make my position completely clear to both Casino Guru and Monro Casino:

The deceptive practices of this casino have caused me significant financial and personal distress. I was allowed to make massive, consecutive deposits with absolutely zero winnings and under conditions where, as it turns out, I couldn't even legally withdraw a single euro due to my location.

My legal team has reviewed the case, and they have assured me that this is a textbook breach of consumer and gambling laws. I want to state officially that I am not just looking to recover my money—I am fully committed to taking this to the absolute end. I am prepared to invest as much financial resources as necessary into this legal battle to ensure that their gambling license is heavily investigated and revoked by the regulatory authorities.

We will not stop until full accountability is held for every single deposit I made under these fraudulent condit

ons.

To the Monro Casino Management and Adam:

I am uploading additional bank statements that completely expose the illegal loop Monro Casino has been running with my Spanish bank card.

Look at the dates and merchants very carefully:

On May 29, 2026, your system accepted multiple deposits of 60 EUR, 70 EUR, 50 EUR, and 66 EUR under your shell merchant name "Laorg".

On May 31, 2026, you accepted further deposits of 80 EUR and 75 EUR (again under "Laorg").

On that exact same day, May 31, 2026, you successfully processed and paid out 280.00 EUR to this exact same Spanish card under your payout merchant name "Sr online" (classified as 'Loterías y juegos de azar').

You actively accepted my deposits, paid me out, and immediately accepted more deposits from me on the exact same card. This is a continuous, systematic process. To claim now that my account is blocked and my funds are confiscated due to a "restricted region" or "VPN" is a blatant, illegal double standard.

I officially demand that Monro Casino provides the complete transaction history of my account and refunds every single deposit I have made to your platform. I will not accept any "net" calculation of my losses. Every single transaction represents funds that were processed illegally. I have suffered severe distress and financial hardship due to your predatory actions, and I am fully prepared to pursue this to the absolute limit in court.

If you refuse to return my deposits, my personal lawyer is already instructed to take immediate legal action. We will submit this entire file—linking the illegal merchant names "Laorg" and "Sr online" directly to your brand—to the Spanish court and the Spanish Gambling Regulator (DGOJ).

Providing illegal, unlicensed gambling services and processing millions in transactions inside Spain is a major financial crime under Spanish Law (Ley 13/2011). We will also file official complaints for money laundering and unauthorized financial operations against your partner banks in Lithuania (Maneuver Lt) and Cyprus (ISX Financial) which processed these illegal transactions.

I expect a full resolution and a complete refund of all transactions without furthe

Dear Casino Guru Team / Adam,

​I am providing crucial update and solid evidence of bad faith and retaliatory behavior by Monro Casino.

​As you can see from the attached screenshots of my live chat with their Support Manager, Samantha, the casino has officially blocked my account permanently and confiscated all my funds.

​What is shocking is the reason they provided. In screenshot '5096.jpg', the agent explicitly states: 'Considering what is mentioned above, your account will be blocked forever...' 'What is mentioned above' was my formal notification to them that they are operating illegally in Spain (restricted jurisdiction), accepting my deposits without a license, and that I would escalate this to the DGOJ and legal counsel.

​Immediately after I brought up their regulatory violations, they banned me and confiscated my balance as direct retaliation.

​To make things even more absurd, just 5 minutes later (as seen in screenshot '5098.jpg'), after they realized they made a massive legal mistake by admitting to a retaliatory ban, the agent switched to a template stating: 'Since you are not an authorized user and do not have access to the profile, we cannot provide any information.' This is a complete lie and contradiction, as I had literally just sent them my ID and a selfie holding my ID in that very same chat window (which they acknowledged). They verified my identity, realized they were caught in an illegal operation, blocked my access to prevent me from gathering more evidence (like deposit history), and are now pretending they don’t know who I am.

​I have deposited thousands of euros, and blocking my account and confiscating my money simply because I demanded legal escalation is a severe violation of fair play. I ask Casino Guru to intervene immediately and hold them accountable for this fraudulent behavior."

Hello Vankata7777,

Thank you for the additional information you have provided. I understand your frustration with the situation, but I am not sure I agree that the casino should refund all of your deposits, as you have made them of your own volition. You also stated you have previously made successful withdrawals.

What we need to determine is exactly why the current winnings have been confiscated and if the casino has any just cause to do so. We are yet to receive a response from the casino, but I have reached out to them again via additional contact channels in the hope that we can find a resolution.

Kind regards,

Adam

Hello Adam,

I want to be very clear and firm on this point: I have been the victim of an organized scam and I demand a full refund of my deposits.

The casino acted in blatant bad faith. They allowed me to register, verify my identity, and make repeated deposits from a restricted territory. They were fully aware of the source of my funds but chose to illegally accept thousands of euros, violating their own license terms.

The fraud is obvious: while I was depositing and losing money, there were no problems, but the moment I tried to withdraw, they confiscated my funds and completely deleted my account, leaving no trace. By accepting deposits from a prohibited territory and then blocking me in this way, the contract between us is completely null and void.

If Casino Guru cannot resolve this by forcing the casino to refund my deposits in full due to this location fraud, I will immediately pursue legal action. I will file a formal lawsuit, report the matter directly to their licensing regulator, and file a complaint with the European Union financial authorities. Furthermore, my bank is already prepared to initiate a chargeback process against their intermediary banks (ISX Financial and Maneuver LT) to recover every last cent.

I hope the casino understands the seriousness of the situation and returns my funds before this goes to court.

Hola Adán,

Quiero ser muy claro y firme en este punto: he sido víctima de una estafa organizada y exijo el reembolso total de mis depósitos.

El casino operó de mala fe absoluta. Me permitieron registrarme, verificarme y realizar depósitos constantes desde una ubicación prohibida (restricted territory). Ellos sabían perfectamente de dónde provenían mis fondos, pero decidieron aceptar miles de euros de manera ilegal, violando las normas de su propia licencia.

El fraude es evidente: mientras depositaba y perdía, no hubo ningún problema, pero en el momento en que quise retirar, confiscaron mis fondos y borraron mi cuenta por completo para no dejar rastro. Al aceptar depósitos de un territorio prohibido y luego bloquearme de esta manera, el contrato entre nosotros es completamente nulo.

Si Casino Guru no puede resolver esto obligando al casino a devolverme la totalidad de mis depósitos debido a este fraude de ubicación, procederé de inmediato por la vía legal. Presentaré una demanda formal ante los tribunales, denunciaré el caso directamente ante el regulador de su licencia y ante las autoridades financieras de la Unión Europea. Además, mi banco ya está preparado para iniciar un proceso de reclamación (Chargeback) por fraude contra sus bancos intermediarios (ISX Financial y Maneuver LT) para recuperar hasta el último céntimo.

Espero que el casino entienda la gravedad de la situación y devuelva mis fondos antes de que esto llegue a los tribunales.

Hello Adam,

I must express my profound disappointment and frustration with the handling of this case. I have provided irrefutable evidence, including written confirmation from the casino's own technical support, where they admit that my account was permanently blocked and my funds confiscated without justification.

How is it possible that after clearly demonstrating I was the victim of fraud, the casino is granted another 7-day extension? This doesn't seem like serious mediation; it seems like a mockery. The casino has already implicitly admitted what it did by deleting my account and access.

There is nothing more to investigate. These endless extensions only benefit the scammers and are wasting my valuable time. If there is no immediate solution, I will stop trusting this process and escalate the case directly to the financial and regulatory authorities. I expect immediate action, no more waiting.

Hola Adán,

​Debo expresar mi profunda decepción y frustración con la gestión de este caso. He proporcionado pruebas irrefutables, incluyendo la confirmación escrita del propio soporte técnico del casino donde admiten que mi cuenta fue bloqueada permanentemente y mis fondos confiscados sin justificación.

​¿Cómo es posible que después de demostrar claramente que he sido víctima de un fraude, se le conceda al casino otro plazo de 7 días? Esto no parece una mediación seria, parece una burla. El casino ya ha admitido implícitamente lo que ha hecho al borrar mi cuenta y mi acceso.

​No hay nada más que investigar. Estas prórrogas interminables solo benefician a los estafadores y me están haciendo perder un tiempo valioso. Si no hay una solución inmediata, dejaré de confiar en este proceso y escalaré el caso directamente ante las autoridades financieras y regulatorias. Espero una acción inmediata, no más esperas."

This is unacceptable. How can you grant a THIRD deadline (timer) to a casino that doesn't even bother to respond, while I've presented you with a complete package of irrefutable evidence?

I have shown you screenshots proving that the casino's own technical support personally admitted to me that my account has been completely blocked and deleted. I have also shown you that they processed financial transactions illegally in a prohibited territory (Spain), seriously violating gambling laws and their own license.

The casino has no evidence to defend itself because it committed outright fraud, which is why it's hiding and not responding. By giving them more and more time without any justification, you're allowing them to prolong this scam.

I demand that you immediately close this absurd timer and resolve the case in my favor based on the compelling evidence you already have before you. There is nothing more to wait for.

Esto ya es inaceptable. ¿Cómo es posible que concedas un TERCER plazo (temporizador) a un casino que ni siquiera se molesta en responder, mientras que yo te he presentado un paquete completo de pruebas irrefutables?

Te he demostrado con capturas de pantalla cómo el propio soporte técnico del casino me admite personalmente que mi cuenta ha sido completamente bloqueada y borrada. Te he demostrado que han procesado transacciones financieras de manera ilegal en un territorio prohibido (España), violando gravemente las leyes de juego y su propia licencia.

El casino no tiene ninguna prueba para defenderse porque cometió un fraude directo y por eso se esconde y no responde. Al darles más y más tiempo sin ninguna justificación, estás permitiendo que prolonguen esta estafa.

Exijo que cierres este temporizador absurdo de inmediato y resuelvas el caso a mi favor basándote en las pruebas contundentes que ya tienes sobre la mesa. No hay nada más que esperar."

Hello Vankata7777,

Thank you for your responses, I do understand it is upsetting that there has been no progress. To explain the extension further, I found another potential contact for the casino and so tried once more to get in touch with them. If there is any chance we can resolve the complaint rather than just closing it, I would prefer to do so.

The casino has in fact now responded, and I am waiting for more insight from them. Regarding your demand for all deposits to be returned, it will depend on what exactly has happened. While I have the evidence provided by you, I need the information from the casino so that I can make a proper assessment and determine how the case should be resolved. I will of course post further as soon as I can provide an update.

Kind regards,

Adam

Adam, thank you for your efforts with my case. I would like to add some important clarifications to the evidence you are reviewing, to make it clear why I am requesting a full refund of my deposits:

Systematic abuse: Every time I made a small profit, the system forced me to wager it again instead of allowing me to withdraw it. This forced me to lose my funds on their games, with no real possibility of getting paid.

Lack of transparency: The casino accepted my deposits despite the fact that I am from a country with restrictions, something I was unaware of. Had I known I was not entitled to withdraw due to jurisdictional reasons, I would never have deposited a single euro. They accepted my funds knowing they would not allow me access to any winnings.

Refusal to engage in dialogue: I tried to show goodwill and offered a settlement: a refund of at least 10% of my deposits to partially compensate for the losses I've incurred. The casino not only refused to consider this proposal but also blocked me outright, declared me an "unauthorized user," and halted any meaningful dialogue, redirecting me to a complaints email address they only use to stall.

I have attached screenshots confirming how I am being deceived and denied access to my profile immediately after requesting my funds. Please consider this pattern of behavior as evidence of bad faith and fraud.

Adam, gracias por sus esfuerzos con mi caso. Quiero añadir aclaraciones importantes a las pruebas que están revisando, para que quede claro por qué solicito el reembolso total de mis depósitos:

​Abuso sistemático: Cada vez que lograba una pequeña ganancia, el sistema me obligaba a apostarla de nuevo en lugar de permitirme retirarla. Esto me forzó a perder mis fondos en sus juegos, sin una posibilidad real de cobro.

​Falta de transparencia: El casino aceptó mis depósitos a pesar de que soy de un país con restricciones, algo que yo desconocía. Si hubiera sabido que no tenía derecho a retirar debido a razones jurisdiccionales, nunca habría depositado ni un solo euro. Ellos aceptaron mis fondos a sabiendas de que no me permitirían acceder a las ganancias.

​Negativa al diálogo: Intenté mostrar buena voluntad y ofrecí un acuerdo: que me reembolsaran al menos el 10% de mis depósitos para compensar parcialmente las pérdidas en las que me han hecho incurrir. El casino no solo se negó a considerar esta propuesta, sino que me bloqueó directamente, me declaró "usuario no autorizado" y detuvo cualquier diálogo significativo, redirigiéndome a un correo electrónico de quejas que solo utilizan para ganar tiempo.

​Adjunto las capturas de pantalla que confirman cómo me están engañando y denegando el acceso a mi perfil justo después de que solicité mis fondos. Por favor, consideren este patrón de comportamiento como prueba de mala fe y fraude

Adam, I want to add a crucial point about your lack of ethics and logic in this process:

Verified history: I have been verified since the creation of my account with my German address and have previously made successful withdrawals from other countries without any problems.

The scam with my card: After months of having my Spanish bank card verification rejected, it was finally accepted after I sent my bank statements. However, immediately after accepting it, I was told I was in a 'banned country'.

The withdrawal trap: I was forced to withdraw my funds by being told that my account would be blocked afterward. When I submitted the withdrawal request, it was rejected using the same excuse of 'prohibited jurisdiction'.

It is unacceptable that they have accepted all my deposits (very large sums) all this time, perfectly aware of my location and activity, and only now, when I try to withdraw my funds, are they using my location as an excuse to withhold my money. This is deliberate fraud and an abuse of their position.

Adam, quiero añadir un punto crucial sobre su falta de ética y lógica en este proceso:

Historial verificado: He estado verificado desde la creación de mi cuenta con mi dirección alemana y he realizado retiros exitosos anteriormente desde otros países sin ningún problema.

El engaño con mi tarjeta: Tras meses de que me rechazaran la verificación de mi tarjeta bancaria española, finalmente la aceptaron después de que enviara mis extractos bancarios. Sin embargo, inmediatamente después de aceptarla, me dijeron que estaba en un 'país prohibido'.

La trampa del retiro: Me obligaron a realizar un retiro de mis fondos diciéndome que después bloquearían mi cuenta. Cuando realicé la solicitud de retiro, me la rechazaron usando la misma excusa de la 'jurisdicción prohibida'.

Es inaceptable que hayan aceptado todos mis depósitos (sumas muy grandes) durante todo este tiempo, viendo perfectamente mi ubicación y mi actividad, y que solo ahora, cuando intento retirar mis fondos, utilicen la ubicación como excusa para retenerme el dinero. Esto es un fraude deliberado y un abuso de su posición."

Adam, I need to add some important information to clarify the situation. The casino accepted my deposits from Spain without any restrictions. I wasn't aware that I was in a 'prohibited jurisdiction'; otherwise, I wouldn't have deposited, as my goal was to withdraw my winnings.

The casino didn't block me when I deposited or while using the account. Only when I clicked the withdrawal button did they require me to verify my card. I verified the card successfully, and immediately afterward, they blocked my account. This proves they accepted my money knowing my location and only blocked me to avoid paying out my winnings when I tried to withdraw them. Adam, I need to add a crucial detail: the casino even allowed me to request a withdrawal initially. Only after I made the withdrawal request did they demand verification of the same card they had already accepted for my deposits. I verified the card successfully, and immediately after complying with their request, they blocked my account. How is it possible that they accept my deposits without issue and allow me to request a withdrawal, only to then use verification as an excuse to block me and steal my winnings?

Adam, necesito añadir información importante para aclarar la situación. El casino aceptó mis depósitos desde España sin ponerme ninguna restricción. Yo no sabía que estaba en una 'jurisdicción prohibida', de lo contrario no habría depositado, ya que mi objetivo era retirar las ganancias.

El casino no me bloqueó al depositar ni durante el uso de la cuenta. Solo cuando pulsé el botón de retirar mis fondos, me exigieron verificar la tarjeta. Verifiqué la tarjeta correctamente y, justo después de hacerlo, me bloquearon la cuenta de inmediato. Esto demuestra que aceptaron mi dinero a sabiendas de mi ubicación y solo me bloquearon para evitar pagarme mis ganancias cuando intenté retirarlas Adam, necesito añadir un detalle crucial: el casino incluso me permitió solicitar el retiro de mis fondos inicialmente. Solo después de que hice la solicitud de retiro, exigieron la verificación de la misma tarjeta que ya habían aceptado para mis depósitos. Verifiqué la tarjeta correctamente y, inmediatamente después de cumplir con su solicitud, bloquearon mi cuenta. ¿Cómo es posible que acepten mis depósitos sin problemas y me permitan solicitar el retiro, para luego usar la verificación como una excusa para bloquearme y robar mis ganancias?"

Hello dear Player and Casino Guru team

Thank you for bringing this matter to our attention.

We have taken your case into review and are currently investigating all the details with the relevant department. We will get back to you as soon as we have an update.

Thank you for your patience.

Final comment on the complaint:

This is my final statement and proof regarding the case. My account was created and fully verified in Germany (where your jurisdiction is located), using valid German documents, address, and credit cards. As I travel frequently, over the years I have also made deposits from other countries (such as Belgium and recently from Spain), unaware that these are considered prohibited jurisdictions for the platform. Had I known they were prohibited, I would not have risked a single euro of my money.

I ask the casino and the mediators to answer the following questions:

Why was I allowed to play and withdraw? If they already approved deposits and paid me winnings in previously banned countries (even a year ago in Belgium), why are they now using the excuse that the country is banned to block my withdrawal and my account?

Full verification of deposits: If a full review of my account is carried out by points and transactions, it will be seen that there are multiple deposits from prohibited countries that your system and security department knowingly accepted, instead of blocking my account on the first attempt.

They have no right to accept deposits and pay out funds from these countries for months, and then, when you decide to claim your rights or have funds to withdraw, they suddenly justify it with geographical restrictions that they themselves have ignored.

Due to this systematic bad faith and deception, I demand the reimbursement of all deposits made by me, as they should never have been allowed or accepted by you.

Comentario final a la reclamación:

Esta es mi declaración final y prueba sobre el caso. Mi cuenta fue creada y totalmente verificada en Alemania (donde se encuentra su jurisdicción), con documentos, dirección y tarjetas alemanas reales. Como viajo a menudo, a lo largo de los años también he realizado depósitos desde otros países (como Bélgica y recientemente desde España), sin saber que se consideran jurisdicciones prohibidas para la plataforma. Si hubiera sabido que estaban prohibidas, no habría arriesgado ni un solo euro de mi dinero.

Pido al casino y a los mediadores que respondan a las siguientes preguntas:

¿Por qué se me permitió jugar y retirar? Si ya me aprobaron depósitos y me pagaron ganancias en países prohibidos anteriormente (incluso hace un año en Bélgica), ¿por qué ahora salen con el pretexto de que el país está prohibido para bloquear mi retirada y mi cuenta?

Verificación completa de los depósitos: Si se realiza una revisión completa de mi cuenta por puntos y transacciones, se verá que hay múltiples depósitos desde países prohibidos que su sistema y departamento de seguridad aceptaron conscientemente, en lugar de bloquear mi cuenta en el primer intento.

No tienen derecho a aceptar depósitos y pagar fondos desde estos países durante meses, y luego, cuando decides reclamar tus derechos o tienes fondos para retirar, de repente justificarlo con restricciones geográficas que ellos mismos han ignorado.

Debido a esta mala fe sistemática y al engaño, exijo el reembolso de todos los depósitos realizados por mí, ya que nunca debieron haber sido permitidos ni aceptados por su parte.

Hello dear player your account is unlocked and you can withdraw all the funds

But later it will be blocked

I'm withdrawing these €230 right now because I've hit rock bottom due to this casino and I desperately need them to survive. However, this doesn't mean I'm closing the case. I've been scammed and I demand a definitive solution: that all my deposits be returned and previous withdrawals be deducted so that we're back to square one with the casino. I insist on the full reimbursement of all my lost funds.

Retiro estos 230 € ahora mismo porque he tocado fondo debido a este casino y los necesito desesperadamente para sobrevivir. Sin embargo, esto no significa que cierre el caso. He sido estafado y exijo una solución definitiva: que se me devuelvan todos mis depósitos y se resten los retiros anteriores para que estemos a cero y en igualdad de condiciones con el casino (vueltos al punto de partida). Insisto en el reembolso de todos mis fondos perdidos."

Official objection and accusation of fraud against Casino Monro

Acknowledgment of illegal activity and double standards: Casino support has officially confirmed via chat that they have no right to operate or serve players from my region. However, the logical and blatant question arises: Why then did their system readily accept my deposits worth thousands of euros?

Deliberate customer deception: The casino allows users from banned regions to open accounts and lose thousands of euros, turning a blind eye while the money flows into their coffers. The moment a withdrawal is attempted, they suddenly "remember" the rules and block the account.

Hypocritical and impossible conditions: The casino supposedly allows a withdrawal as an "exception," but immediately afterwards imposes artificial administrative obstacles and demands documents that are impossible to provide, using this as an excuse to withhold the funds.

Conclusion: This is a classic fraud scheme: accepting deposits in violation of their own rules, followed by withholding funds when attempting to withdraw. All this evidence, including the administrators' own admissions in the chat, is being forwarded to Casino Guru and the banking institutions for arbitration to initiate the chargeback process.

Objeción oficial y acusación de fraude contra Casino Monro

​Reconocimiento de actividad ilegal y doble rasero: El soporte del casino ha confirmado oficialmente en el chat que no tienen derecho a operar ni a atender a jugadores de mi región. Sin embargo, surge la pregunta lógica y flagrante: ¿Por qué entonces su sistema aceptó sin problemas mis depósitos por valor de miles de euros?

​Engaño deliberado al cliente: El casino permite que usuarios de regiones prohibidas abran cuentas y pierdan miles de euros, haciéndose de la vista gorda mientras el dinero entra en sus arcas. En el momento en que se intenta realizar una retirada, de repente "se acuerdan" de las normas y bloquean la cuenta.

​Condiciones hipócritas e imposibles: El casino supuestamente permite una retirada como "excepción", pero inmediatamente después impone obstáculos administrativos artificiales y exige documentos que es imposible proporcionar, utilizando esto como excusa para retener los fondos.

​Conclusión: Se trata de un esquema de fraude clásico: aceptar depósitos violando sus propias normas, seguido de la retención de fondos al intentar retirar. Todas estas pruebas, incluidas las admisiones de los propios administradores en el chat, se transfieren para su arbitraje a Casino Guru y a las instituciones bancarias para iniciar el procedimiento de devolución de cargos (chargeback). 

Dear Monro Casino,

Many thanks for the update, but can you please provide further details about the situation? What is required from the player to be able to withdraw the funds?

Kind regards,

Adam

Hello dear player and Adam

Support team told us that account has been blocked due to multiple failed login attempts. A player can write to a support chat, log in and create a withdrawal request

Plus yes - player somehow registered from restricted region, so account will be blocked manually after withdrawal

Hello Adam and representative of Monro Casino:

I would like to clarify the facts and demand proof, since the casino is lying to justify what is, quite literally, a robbery.

I demand proof of account creation: I demand that the casino show Casino Guru the logs and IP address from the exact moment my account was created. Although I don't remember the exact date I opened the account, I am 100% certain that it was created and verified completely legally in Germany, with my official documents that you yourselves approved. I did not register from a restricted country; stop lying.

Travel and lack of blocks: After my registration and verification in Germany, I traveled around Europe (Belgium and Spain). As a regular player, I'm not familiar with the details of their licenses. The responsibility for blocking access and payments from restricted countries lies with the casino's system, but I was never stopped or given any warning.

I've been robbed and thrown away: The casino readily accepted all my deposits from countries where they are NOT licensed to operate (Spain and Belgium). Instead of blocking me at the time of deposit, they took my money. And now they're blocking my account and throwing me in the trash using the false excuse of "registration in a restricted region."

Adam, please demand that the casino provide proof of my IP address at the time of registration and my KYC verification in Germany. It will become clear that they are manipulating the facts to steal my deposits.

Thank you very much.

Hola Adam y representante de Monro Casino:

​Quisiera aclarar los hechos y exigir pruebas, ya que el casino está mintiendo para justificar lo que es, literalmente, un robo:

​Exijo pruebas de la creación de la cuenta: Exijo que el casino muestre a Casino Guru los registros (logs) y la IP del momento exacto en que se creó mi cuenta. Aunque no recuerdo la fecha exacta en la que abrí la cuenta, estoy 100% seguro de que fue creada y verificada completamente de forma legal en Alemania, con mis documentos oficiales que ustedes mismos aprobaron. No me registré desde un país restringido, dejen de mentir.

​Viajes y falta de bloqueos: Después de mi registro y verificación en Alemania, estuve viajando por Europa (Bélgica y España). Como jugador normal, no conozco los detalles de sus licencias. La responsabilidad de bloquear el acceso y los pagos desde países restringidos es del sistema del casino, pero nunca me detuvieron ni me dieron ninguna advertencia.

​Me han robado y desechado: El casino aceptó con gusto todos mis depósitos desde países donde NO tienen licencia para operar (España y Bélgica). En lugar de bloquearme en el momento de depositar, tomaron mi dinero. Y ahora me bloquean la cuenta y me tiran a la basura usando la falsa excusa del "registro en región restringida".

​Adam, por favor exígele al casino que muestre las pruebas de mi IP en el momento del registro y de mi verificación KYC en Alemania. Quedará claro que están manipulando los hechos para robar mis depósitos.

​Muchas gracias.

Hello Adam and representatives of Monro Casino:

The games, the lies, and the delaying tactics are over. I've put up with their excuses for two months, answering pointless questions, and they're still deceiving me.

They promised me they would fix the problem today and that I would receive an email with instructions to unlock my account. It's ALL A LIE. My account is still locked and deactivated (I've attached a screenshot from today as proof). They're denying me access and stealing from me right in front of my face. This is outrageous.

Adam, after all the irrefutable evidence I have presented, it has been proven that the casino accepted my deposits from Spain, a restricted country where they DO NOT HAVE A LICENSE to operate.

Therefore, my final demand is the following:

I DEMAND A FULL REFUND OF ALL MY DEPOSITS TO MY BANK ACCOUNT.

I want the casino to cancel any "withdrawals" they're trying to use as an excuse and return the money they stole from me. I demand a complete, transparent record with proof of all deposits and alleged withdrawals.

⚠️ THIS IS MY FINAL ULTIMATUM FOR THE CASINO:

If they continue to drag this out and my money is not refunded immediately, I will file a formal complaint with the Spanish authorities, specifically the Directorate General for Gambling Regulation (DGOJ) and the National Police, for fraud and illegal operation in Spanish territory.

I have absolutely all the screenshots, logs, and most importantly: my official bank statements from BBVA Spain, which prove in any court that you are illegally accepting funds from citizens in Spain. Your international license will be seriously jeopardized when the Spanish authorities intervene.

You decide: either you return my deposits today and we settle this dispute, or you face the legal and criminal consequences in Spain. I won't wait another day.

Adam, I await your intervention.

Hola Adam y representantes de Monro Casino:

Se acabaron los juegos, las mentiras y las tácticas dilatorias. Llevo dos meses soportando sus excusas, respondiendo preguntas sin sentido, y me siguen engañando.

Me prometieron que hoy solucionarían el problema y que recibiría un correo con instrucciones para desbloquear mi cuenta. Es TODO MENTIRA. Mi cuenta sigue bloqueada y desactivada (adjunto la captura de pantalla de hoy como prueba). No me dan acceso y me están robando en mi cara. Esto ya es un descaro absoluto.

Adam, después de todas las pruebas irrefutables que he presentado, ha quedado demostrado que el casino aceptó mis depósitos desde España, un país restringido donde NO TIENEN LICENCIA para operar.

Por lo tanto, mi exigencia final es la siguiente:

EXIJO EL REEMBOLSO TOTAL DE TODOS MIS DEPÓSITOS A MI CUENTA BANCARIA.

Quiero que el casino anule cualquier "retiro" que intenten usar como excusa y me devuelvan el dinero que me robaron. Exijo un historial completo, transparente y con pruebas de todos los depósitos y supuestos retiros.

⚠️ ESTE ES MI ULTIMÁTUM FINAL PARA EL CASINO:

Si continúan dándole vueltas al asunto y mi dinero no es reembolsado de inmediato, voy a presentar una denuncia formal ante las autoridades españolas, específicamente ante la Dirección General de Ordenación del Juego (DGOJ) y la Policía Nacional por fraude y operación ilegal en territorio español.

Tengo absolutamente todas las capturas de pantalla, los registros, y lo más importante: mis extractos bancarios oficiales de BBVA España, que demuestran ante cualquier tribunal que ustedes están aceptando fondos ilegalmente de ciudadanos en España. Su licencia internacional estará en grave riesgo cuando las autoridades españolas intervengan.

Ustedes deciden: o me devuelven mis depósitos hoy mismo y cerramos esta disputa, o asumen las consecuencias legales y penales en España. No voy a esperar ni un día más.

Adam, espero tu intervención

Dear player, support team told me that your account was been blocked due to many unsuccessfull attempts of log in, please contact support they will help you

You can log in into account and create a withdrawal request, but after your account will be blocked

Text for Casino Guru (Adam):

​Update & Settlement Offer:

​Dear Adam and Casino Guru team,

​I would like to update you that the casino has verified my Spanish documents and successfully processed my pending withdrawal of €232.32 to my bank account.

​Since my identity and bank account ownership are now officially verified and accepted by the casino, I want to propose a fair and final settlement to resolve this complaint amicably:

​Even though I feel completely scammed by how this entire situation was handled, this proposal ensures a fair break-even point — neither the casino loses, nor do I. I am not asking for a single euro extra, only what is rightfully mine:

​Net Deposit Calculation: A fair accounting of my account history — calculating my total real-money deposits minus all total withdrawals (including this recent €232.32 payout).

​Refund of Remaining Balance: The remaining net deposit balance to be refunded directly to my verified BBVA bank account (IBAN).

​Final Closure: Once the net balance is paid, we will be completely even. I will consider this dispute fully resolved, close this complaint on Casino Guru, and refrain from pursuing any further legal, police, or regulatory claims.

​Thank you for your help in mediating this matter.

Hello Vankata7777,

Thank you for providing us with an update. I am pleased to hear that you have received the remaining balance from your account.

Your account was blocked and funds were confiscated due to registration from a restricted country. In alignment with our policies regarding fair gambling (https://casino.guru/guide/fair-gambling-codex-for-casinos#restricted-countries),

the appropriate action is to verify for restricted countries during the account creation process and ensure that players from those countries are not permitted to register and play. When a casino is aware of restricted countries and the player's country of residence, it should be straightforward to enforce this policy. There may also be an opportunity to prevent players from restricted countries from accessing the website altogether, ideally listing only allowed countries in the registration form.

If a casino permits a player from a restricted country to play without implementing these measures, it should acknowledge that this was an error on their part and pay out all winnings to the player, even though the player should not have been allowed to participate initially, provided the player has not violated any other rules.

While it remains unclear whether you registered from a restricted country, the casino has chosen to proceed with blocking your account.

Now that your balance has been returned and no funds are confiscated, we are unable to compel the casino to continue offering their services to you. Furthermore, since no funds have been deemed void or confiscated, there are no grounds for us to pursue the return of previous deposits made by you willingly.

As a result, we consider this case to be resolved. I understand your feelings of being mistreated or scammed by this casino, but there is nothing further we can accomplish as your complaint mediator. If you wish to take the matter further, I recommend reaching out to the licensing authority you have already contacted, as they are in the best position to assist you.

Please let do me know your thoughts, and if I can close the complaint as resolved.

Kind regards,

Adam

Text for Casino Guru (Adam):

​Rejection of Resolution & Formal Notice of Regulatory Complaint:

​Dear Adam,

​Thank you for your message, but I strongly object to closing this complaint as "Resolved". The casino is actively lying and manipulating data to evade responsibility, and there are critical facts you need to consider:

​False Accusation Regarding Registration Location: The casino claims I registered from a restricted country, which is completely false. I created and verified this account while legally residing in Germany, using valid German documents and a German address. I request that Casino Guru asks the casino to produce official registration logs (IP address, location metadata, and timestamp at the exact moment of account creation) to prove their claim instead of taking their word for it.

​Deletion of Account & Transaction History: Shortly after this dispute escalated, the casino completely erased my entire deposit and withdrawal history from my account profile. Wiping financial transaction logs is a severe violation of transparency and an obvious attempt to destroy evidence.

​Formal Complaint Submitted to Regulatory Authorities: Because of these deceptive practices, false claims, and account data manipulation, I have officially submitted a formal complaint to the Spanish Gambling Authority (DGOJ) and relevant legal authorities in Spain to initiate an investigation into this operator.

​I am attaching screenshots showing the wiped transaction history and my verified status. I urge Casino Guru to demand the registration IP logs from the casino before closing this case.

​Best regards,

Ivan ivanov

Dear Vankata7777,

Thank you for reaching out. I would like to clarify the situation regarding restricted countries. Our intention is to ensure that any funds confiscated due to registration from a restricted country are returned to the player, provided that no other rules have been violated by the player and the casino has permitted the player to deposit and play without restrictions.

I am sorry that you do not consider the issue to be resolved. We have not relied on the casino's statements concerning your registration, but since your funds have already been returned, there is limited benefit in requesting additional information from the casino regarding this matter. It is entirely up to the casino if they wish to stop providing services to you. We consider the situation to be resolved given the return of your funds.

As previously mentioned, our authority does not extend to enforcing regulations on casinos as a regulatory body might. Therefore, any potential breaches of license should be directed to the appropriate regulatory authority.

There is nothing further that can be achieved by keeping this complaint open. It will now be marked as resolved in our system, as the disputed amount has been settled and you have already contacted the regulatory authorities regarding your further claims.

Please do let me know how they respond.

Kind regards,

Adam