Monro Casino - Das Spielerkonto wurde geschlossen.

I was a Monro customer for a long time. After countless deposits and withdrawals, Skrill requested documentation from me proving the origin of the withdrawals. I contacted Monro to request this information. Following this request, my account was blocked. Since I couldn't provide proof, my Skrill account was also blocked. I had a high level of activity with Monro, having traded several thousand euros there. Because my account was closed without reason, I want all my deposits back.

Ich war lange Zeit bei Monro Kunde. Nach unzähligen ein und Auszahlungen hat skrill von mir ein Dokument verlangt, dass nachweist woher die Auszahlungen stammen. Ich habe monro deswegen angeschrieben mit der Bitte mir die Daten zu Verfügung zu stellen. Nach der Bitte wurde mein Konto gesperrt. Da ich kein Nachweis erbringen konnte wurde gleichzeitig auch mein skrill Konto gesperrt. Bei monro war ich auf hohem Level da ich da etliche tausend Euro umgesetzt habe. Da mein Konto ohne Grund geschlossen wurde möchte ich all die Einzahlung wieder haben.

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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?
• How did you learn about your account being blocked?
• Was there any withdrawable balance on your player's account when your account was blocked?
• 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

Thank you very much in advance for your reply.

Best regards,

Tomas

The account was opened on April 11, 2024. On March 7, 2025, I discovered that my account was blocked because I couldn't log in. There was no balance in the account.

Konto wurde am 11.04.2024 eröffnet. Am 07.03.2025 habe ich festgestellt, dass mein Konto gesperrt ist, weil ich mich nicht einloggen konnte. Es befand sich kein Guthaben auf dem Konto.

I sent the screenshots from the last chat to her email address.

Die Screenshots von letztem Chat habe ich an ihre E-Mail-Adresse geschickt.

Thanks for the explanation.

We believe the casino can close your account at any time for any reason. If there is no withdrawable balance withheld on the account, we won't interfere. Based on the information you provided, we don't think you are eligible for funds that were played down by gambling at the casino.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.