Monaco gold gone AWOL?

[mmperrier]

Monaco Gold casino. They've disappeared off the face of the planet apparently. Except for the actual casino and cashier of course.

I made a deposit, received the first deposit bonus, the terms were and still do allow for video poker to be played, I played a mix of that and captain's treasure slots. I played well over the requirements and requested a withdrawal. I received an email saying I have not met any of the requirements and that the balance has been returned to my account. I replied asking for reasoning as to why since the games I played were not on the disallowed games list that i see on their site.
Here's where it gets interesting, first of all, there is no email address in their 'from' field
This is what I get:

From : - <->

AND at the end of the email:

Support Team is available to help you 24 hours a day, 7 days a week, at the following address and/or phone numbers:

Email: -
USA & Canada only (toll free)
Phone: -
Fax: -
International
Phone: -
Fax: -
Forgot your password? Contact: -
For terms and conditions: -
Contact us at abuse@-casino.com or write to us at: -


I thought that was quite odd. There is no live chat on either the website or inside the casino. I tried calling the number on the site (http://www.mgoldcasino.com/) and it is 'no longer in service'. I found out that at one time they were a part of the Cpays clan, but I dont see their badge on that site. So Ive emailed support@mgoldcasino.com, support@monacogoldcasino.com, support@mgc.com, support@monacogold-casino.com all of which are close variations of one another I have found out..Of course I have not received any replies.

An interesting tidbit, the ip address for monacogoldcasino.com and mgoldcasino.com show up as based in Ft Lauderdale in Florida...which I'll guess, is where the fiber line comes into North America, from where ever they're based which, according to the website, is/was in the Philippines. Club dice, usacasino, playgate, all the sites that are shown on Cpays are coming from the same servers: 209.200.152.1xx and 209.200.162.1xx INCLUDING monacogoldcasino.com. So I'm guessing they're not under any sort of new management but seem to be in some sort of management change/disarray.


Anyway, Obviously someone is running them, someone is sending out emails to players, and checking wagering requirements etc.

I guess I should contact Playtech/Cpays next?? Any ideas? Thanks.

[vinylweatherman]

The E-mail may be down to a template glitch, however, the "not in service" status of the telephone line is more sinister.
Monaco Gold has never enjoyed a great reputation, especially with paying winners from the first deposit bonus.

Perhaps they have pulled a fast one, and it is Captain's Treasure that is a disallowed game

[spearmaster]

I believe Monaco Gold is one of the properties recently acquired by Party Gaming.

[mmperrier]

Ah yes, I guess I should have done some more digging, no doubt I would have come across that info sooner or later. Thanks guys for your help. I'll let you know the outcome.

29 December 2006:
"•Sale of all of Empire Online's trade and gaming-related assets to
PartyGaming for a net consideration receivable by the Company of
approximately US$37.96 million"


http://www.londonstockexchange.com/L...418&source=RNS

[mmperrier]

A couple days and no reply from Party. Im not surprised. Off to playtech.

Along with the info from my first posting, I've sent them this:

So my issue is twofold, 1. I fulfilled the wagering requirements according to the terms on the website but my withdrawal was reversed and I was told I had met NONE of the wagering requirements..which is crazy, since I even played slots!!;

and

2. The fact that they have made an obvious effort to 'hide' from players while continuing to take deposits...it is completely irresponsible and surely not up to the high standards Playtech prides itself on in being one of the top providers in the world.

I therefore expect Playtech to put pressure on whomever is running this casino to re-establish communication lines with its players as well have my case looked at and resolved in a timely manner. I have posted on Casinomeister, and will keep the post going until this is resolved. When it is resolved, I will make a point of sharing that Playtech was or was not helpful in finalizing the issue. I look forward to providing a glowing positive posting that will reinforce Playtech's commitment to fair gaming.


Regards.

[vinylweatherman]

I have found them on a new site, www.goldmonacocasino.com

These details are listed, and the site itself claims to be "new", and is simply "Monaco Gold" Playtech casino. These numbers may still be current, and the site seems fully functional, but Empire are still listed as the owners.

Golden Palace seem to be part of the group too, but are owned by "Universal Spheres Inc". If these details are defunct, they should not still be taking deposits. It won't cost anything to try these phone numbers, toll free from Canada.


Support Telephone Numbers: 1-268-481-2256 (International)
1-866-463-9279 (Toll-Free US/Canada)
Fax: 1-268-481-2257 (International)
1-866-463-9281 (Toll-Free US/Canada)
Our address: P.O Box W1016,
Woods Centre, St. John's, Antigua, W.I

[kingkong098]

I'm having the same problems here. Deposited a week ago, got shorted on the bonus, emailed support who added the extra amount. Wagered over the required amount but could not cash out, so I emailed support a couple of times. No response. Chat function is gone, phone number is dead.

I tried cashing out smaller amounts, and it eventually let me cash out my deposit amount..of course the bonus disappeared at this point (yes it was a cashable bonus).I finished above my deposit and bonus amount.

I checked their sister casinos and all phone numbers are out of service except EnterCasino and Noble Poker. No answer at Noble and EnterCasino insisted they only did support for that casino and did not know anything about Monaco Gold. The CSR there did say they are still owned by Empire Online.

BTW, thanks for the research Vinyl, but I think the website you turned up is an older one because the 1-866-463-9279 phone number is disconnected and refers to the 1-866-335-8285 number currently on their website that is now dead too.

Time to PAB? Any success MMPerrier?

[vinylweatherman]

Originally Posted by kingkong098

I tried cashing out smaller amounts, and it eventually let me cash out my deposit amount..of course the bonus disappeared at this point (yes it was a cashable bonus).I finished above my deposit and bonus amount.


Time to PAB? Any success MMPerrier?

That is EXACTLY how the software treats a sticky bonus, the usual Playtech variant. If you try to cash in the full amount, it just gives a generic message that you MAY have failed to meet WR, or MAY have a technical problem. This error is triggered because the software removes bonuses instantly before passing the request on to accounts.

IF the site still claims the bonus is fully cashable, they are lying. If ALL support options are dead, they should NOT be accepting deposits until the takeover is comlete. Until such time, they should be treated as though they are rogue, and players should attempt to rescue whats left, taking a screenshot of terms claiming the bonus is cashable, along with a screenshot showing it being removed in banking.

DO PAB, as Bryan will have direct contacts with Playtech, who should be able to furnish up to date contact details for the new owners.

[cyprean]

Whats up with this Casino? I have not yet played here, and I probably will not as they seem to have a lot of problems.

Here is another topic where a player's cashable bonus was not paid immediately, but after a lot of hassle he receved his money:

http://www.casinomeister.com/forums/...ht=Monaco+Gold

[nektar4d]

On February 25, I received the following email from "promotions@monacogoldcasino.com":


"
Starting March 2nd Monaco Gold Casino will run under the new brand name Enter Casino!

We are delighted to announce that Monaco Gold Casino is now running under new management. Join the most reputable online gaming group – now with eight casinos and operations worldwide.

We offer frequent deposit bonuses, great player clubs, exciting tournaments, marvelous odds, quality service, 24/7 personalized support and a lot of surprises.

Should you have any questions or concerns please do not hesitate to contact us at accountmanager@entercasino.com.

As part of our efforts to serve you better the casino will be closed from February 28th – March 2nd. We apologize for any inconvenience caused.

See you at the tables on March 3rd!
"

Into the email there are the icons also of Club Dice, Las Vegas, Swiss Casino, King, Magic Box, 50 stars, carnival etc.

I suppose the brand was sold to Club Dice group.
The original site www.mgoldcasino.com is now Enter casino.

The other mentioned site www.goldmonacocasino.com is under Cpays group.
A little check and the "secret" reveiled: Its a mirror of 32 Vegas casino.
(if u try to install it, its immediately 32 Vegas)