getting screwed at monaco gold casino

[Lessu]

So I signed up at monaco gold because they had a VP bonus (something different from grinding blackjack bonuses). They had several different bonuses on their page so I emailed support and asked if the 100% up to $200 was still valid which was mentioned at casinodave. I got this response:

[ QUOTE ]
Dear bonuswhore,

We are offering you an extra $50 bonus on any of our great First Deposit Bonuses.

Receive a 100% Free Bonus up to $200 + $50 FREE!!!
or
A $1,000 Bonus + $50 FREE is waiting for you and Chance to win a trip to Monaco - On your first deposit of $5,000!

You are also entitled to the Monaco Gold Insurance Bonus - 40% back on ALL the second deposit day house winnings!!!

Wishing you a warm welcome and the best of luck!

Angela Spencer
Casino Manager
Monaco Gold Casino
www.MGC.com (http://www.MGC.com)




For terms and conditions: http://www.monacogoldcasino.com/promo_terms.html


[/ QUOTE ]

From the t&c

[ QUOTE ]
In the interest of fair gaming, you must wager at least (12) twelve times your bonus and deposit when playing with €/$ before making any cash outs.

Bets placed in the games of Blackjack (all sorts of Blackjack), Roulette (all sorts of Roulette), Baccarat (all sorts of Baccarat), Craps or SicBo (all sorts of SicBo) do not fulfill players obligations with regards to the minimum wagering requirements.



[/ QUOTE ]

So I'm looking at $4800 in wagers + something for the free $50, i wasn't sure how much I had to wager to clear that at that point but you will find out later

So I created the account and deposited $200, got the free $50 right away. Tried their online live chat to see if I could get the $200 credited. Noone responded there so I emailed them.

Got a response:

[ QUOTE ]
We would like to confirm that we have received your email and it has been forwarded to the relevant department.

[/ QUOTE ]

Pokerroom anyone? I emailed back and asked if this was one of those departments like pokerroom has that you never get a reply from.

Waited 24 hours and no reply. Tried live chat a few times during that time but noone there.

I mailed again a day later and also tried live chat. Someone actually responded this time and credited the bonus.

So after two or three days I was able to start playing

Wagered about $6000 in JoB and then mailed support again to find out about the free $50 and how much I had to wager to clear that(I noticed in the t&c there was some free money thing that had 99x requirements so I was hoping it didn't apply to my bonus). And I know I was stupid not to confirm this before but that's not the real problem.

I got this response from them:

[ QUOTE ]
In refrence to your wagering status, you will be required to wager $5400.00 in allowed games. Do bear in mind that Jacks or better is considered restricted. Do have a great day!


[/ QUOTE ]

Okay... I checked the t&c again their casino manager send me and that was on their web page. Can't find JoB there so I mailed back and got a response. Also It looks like I had to wager 12x for the $50 too

[ QUOTE ]
am Andre from the support team. I am in receipt of your most recent email regarding the bonus you received. However I wish to inform you that the list of restricted games that do not count toward your wagering requirement are Asian Baccarat Live, Aces And Faces 4 Line, Aces And Faces 4 Line double, Baccarat, Baccarat Live, BlackJack, , Black Jack Live, Blackjack Switch, Black Jack Surrender, Blackjack UK, Craps, Jacks or Better 10, Jacks or Better 10 double, Jacks or Better 4, Jacks or Better 4 double, Jacks or Better, Jacks or Better double, Roulette, Double Zero Roulette, Roulette Live, ........,

Sorry for any misunderstanding cause but do have a good day.

[/ QUOTE ]


I mailed again but haven't got a response yet. If Dave sees this could you possibly do something(since I joined through your site) if there is anything to be done


This was yesterday. I contacted casinodave also. I hope he can help me. I also received two confirmations that I had fulfilled the wagering requirements. Sounded good. But the software didn't let me withdraw so I contacted support again. They first said I am able to withdraw and then later I received email saying the money was on the way to my neteller account. I checked my pending withdrawals and it was $200. So they took the bonus away. I mailed again but didn't receive response.

I also asked them to call me(didn't want to call them since I didn't know how much international calls cost) but surprise surprise they said they would but only received an email about the neteller thing.

Not sure how long I will continue trying to get my money. $250 is not that much for me but I did earn it and didn't do anything wrong so that pisses me off.

This is also my first casino I have had this kind of problem.

I'll get back as soon as I hear from them again

[Blowup Doll]

Do you have a phone? why wait days and days for email responses, when you can just pick up the phone can call them immediately?

[Lessu]

It was pretty late last night when I was trying to resolve this so I couldn't call. Then I got the reply that my wagering requirements had been fulfilled so I didn't have a reason to call. Then when I realised I needed to call them since they started stalling I asked them to call since they couldn't provide a toll free number for international customers. Only received the email that they had sent the $200 to my neteller account.

I'll call tomorrow if nothing happens before that.

Failed to mention in the OP. I had $450 on my account when I made the withdrawal request. So +-0 for playing.

[Lessu]

Both of their numbers unavailable. great

received another email btw. now they are saying the bonus is sticky. I love this casino so much

I also sent another email asking them to call me, we'll see what happens.

[___SK___]

uh oh, i am on the verge of withdrawing from here, i'll give an update. my bonus was 200% up to 300.

[Lessu]

just triple check the t&c and confirm from support@ because they have another t&c for another bonus and they of course like to apply those to my bonus now

[Lessu]

Received another email. Now they say that the deposit I made was 2nd to my account and therefore the t&c don't apply. I guess I would know if I made 2 deposits. PLEASE

God damn phone number won't still work and they won't call back. So frustrating

[Blowup Doll]

This is very bizarre for Monaco Gold. I withdrew $5000 from there without a hitch after reaming them in War.

[kypreanus]

Not very admirable actions from Monaca Gold. Will avoid the place atleast until this situation clears. Even after that, I won´t probably try my luck there as it seems that there's too much hassle if you win.

I hope you all get your money.

[Wilco666]

I have also had issues with Monaco Gold about a bonus that never appeared. Was never resolved. Their customer service is pisspoor.

[car ramrod]

[ QUOTE ]
This is very bizarre for Monaco Gold. I withdrew $5000 from there without a hitch after reaming them in War.


[/ QUOTE ]

I am still waiting on my $1200 withdrawl, it has been about 12 days now.

[BruceN]

Seems to me the terms and conditions are being changed back and forth daily, and/or being selectively applied. I was aware this was an issue before I signed up less than 2 weeks ago, so spoke to live support about whether VP was ok to meet wager requirements. They quite clearly confirmed it was, so to double check I asked again before I deposited and they advised me of the non eligible games, of which JOB was not on the banned list.

Feeling comfortable at that point I deposited 500 Euro, got the 800 bonus credited and plyed through. Bye the way, the day I signed the T&C clearly had not changed, although when I checked back a week later while playing through they had changed to exclude JOB.

I have now requested a cashout of my remaining $1130 Euro, which has not been recieved yet although they have requested ID which has been provided. It has only been 2 business days so I am not panicking yet, and have received all the appropriate confirmation emails.

For what its worth, I played some cover games including slots, casino war and blackjack to the extent of an extra 10 % past the wager requirements.

I also signed up with Casino Dave, who I have found very proactive in sorting issues.


cheers

Bruce

I was informed by live support that it was,

[Lessu]

Last time I updated the situation was that they made a withdrawal for me and took the bonus away. Not much has happened even though I've mailed like a dozen time.

I still can't get their phone numbers to work and they also said they couldn't reach my number(yes, I've had my phone with me all the time)

Last mail I got they said they would credit the bonus back to my account if I cancelled the withdraw they say I had made even though they were the ones who made the withdraw without asking me(atleast not the way it went).

I now hope the bonus would be unrestricted but I don't think that's going to happen. The length of the mail I've been sending them is so long now I don't even know if they read it all the way. Every time there's new person answering so he/she gives the same BS answers so I've made a frequently received answers list for them with explanations on how things really are.

It's like a FAQ for them. After I started using it I've had some more progress. Still waiting for a reply from casinodave but I think if I would get the phone numbers to work this wouldn't take that long

[Lessu]

27th email.

Good day and thank you for choosing Monaco Gold Casino.
Please accept our sincerely apologies for all the miscommunications that you previously encountered.
This matter has been clarified and you are now eligible to withdraw your account balance.
Once again we do appreciate your patience.
Have a pleasant day.

What are the chances they will still take the bonus when I try to withdraw now? When I tried earlier I couldn't withdraw anything over 200(the deposit amount). Now I tried 450(deposit+bonuses after wagering) and I was able to withdraw it all. I cancelled the withdraw and I'm gonna play a while and see what you think

[kypreanus]

[ QUOTE ]
27th email.

Good day and thank you for choosing Monaco Gold Casino.
Please accept our sincerely apologies for all the miscommunications that you previously encountered.
This matter has been clarified and you are now eligible to withdraw your account balance.
Once again we do appreciate your patience.
Have a pleasant day.

What are the chances they will still take the bonus when I try to withdraw now? When I tried earlier I couldn't withdraw anything over 200(the deposit amount). Now I tried 450(deposit+bonuses after wagering) and I was able to withdraw it all. I cancelled the withdraw and I'm gonna play a while and see what you think

[/ QUOTE ]

I wouldn't suggest that you would continue playing at Monaco Gold. They would love to see you lose your money instead of withdraw. If you are showing a pattern of cancelling withdrawals and continuing playing again, they will play their games until you have lost it. Just withdraw it all, and get it over with it. Did you check out Casinomeister's already?

[Lessu]

[ QUOTE ]

I wouldn't suggest that you would continue playing at Monaco Gold. They would love to see you lose your money instead of withdraw. If you are showing a pattern of cancelling withdrawals and continuing playing again, they will play their games until you have lost it. Just withdraw it all, and get it over with it.

[/ QUOTE ]

You're probably right. I played some blackjack and cashed out $460 about 15min later. The software let me withdraw with no problems and their CS asked me for scans of my ID and bills so I sent them and they were approved. They didn't mention anything about taking the bonus away, atleast not yet so I think I'm fine, we'll see after at the end of the week. Cashout speed is horrible(4 days in pending, jeez)

[ QUOTE ]
Did you check out Casinomeister's already?

[/ QUOTE ]

I'm not sure what I should look for in there. I checked all kinds of rogue sites they have listed but didn't find MGC.

[Lessu]

I just received the full payment to my neteller account so I guess it was just incompetent CS or something