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Monaco gold gone AWOL?

Discussion in 'Casino Complaints - Bonus Issues' started by mmperrier, Jan 31, 2007.

    Jan 31, 2007
  1. mmperrier

    mmperrier Dormant account

    Occupation:
    admin
    Location:
    canada
    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 This email is not visible to you. 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 (You must register/login in order to see the link.) 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 This email is not visible to you., This email is not visible to you., This email is not visible to you., This email is not visible to you. 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.
     
  2. Jan 31, 2007
  3. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Glitch

    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:D
     
  4. Jan 31, 2007
  5. spearmaster

    spearmaster RIP Ted

    Occupation:
    Devil's Advocate
    Location:
    Heaven
    I believe Monaco Gold is one of the properties recently acquired by Party Gaming.
     
  6. Feb 1, 2007
  7. mmperrier

    mmperrier Dormant account

    Occupation:
    admin
    Location:
    canada
    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"


    You must register/login in order to see the link.
     
  8. Feb 2, 2007
  9. mmperrier

    mmperrier Dormant account

    Occupation:
    admin
    Location:
    canada
    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.
     
  10. Feb 2, 2007
  11. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    I have found them on a new site, You must register/login in order to see the link.

    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
     
  12. Feb 6, 2007
  13. kingkong098

    kingkong098 Experienced Member

    Occupation:
    selfemployed
    Location:
    north
    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?
     
  14. Feb 9, 2007
  15. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Bonus

    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.
     
  16. Feb 12, 2007
  17. cyprean

    cyprean Banned User PABnononaccred

    Occupation:
    Freelancer
    Location:
    Sun/Moon
  18. Feb 27, 2007
  19. nektar4d

    nektar4d Dormant account

    Occupation:
    sales
    Location:
    European Union
    helpful info

    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 This email is not visible to you..

    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 You must register/login in order to see the link. is now Enter casino.

    The other mentioned site You must register/login in order to see the link. 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)
     
  20. Mar 2, 2007
  21. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    More Bullcrap

    Strange:confused:

    Enter Casino already exists, and has done for a while. It is also a Playtech. How therefore can Monaco Gold ALSO be "rebranded" to the name of an existing casino. The only plausible explanation is that Monaco Gold have sold the PLAYERS to Enter Casino in it's current form.
    Enter Casino has been discussed in a separate thread. They seem to be a resurrection of an old brand, but under new management, having had a relaunch last year. Affiliates accuse the deal as being unfair, as players were passed over to the new operators without affiliate deals being honoured in the process. Affiliates are supposed to be paid for the lifetime of referred players, the problem stemmed from the fact that the players were sold on without any obligation to continue to pay the original recruiting affiliates. Existing Monaco Gold affiliates could well find themselves in the same situation, only time will tell. Players do not appear to have been kept informed about these changes, until they hear that they are now players at Enter Casino.
    I tried Enter Casino, but never managed a cash-in, so cannot vouch for this part of the experience. They are keen bonus offerers though (but they are sticky ones).
     
    1 person likes this.
  22. May 10, 2007
  23. tristan727

    tristan727 Banned user - violation of <a href="http://www.ca

    Occupation:
    credit manager
    Location:
    London
    I just got sucker punched here...I guess from reading this thread, the new re-branded Enter casino - who had been emailing me recently offering bonuses, as had taken over MonacoGold - is still keeping all the promo's & their wordings...as I was fully under the impression the bonus was cashable, before deposited. There is absolutely no mention anywhere that it is a 'play bonus'. And to top it off, they're insisting I wager the higher 20x (D+B) figure, even though playing in $'s and not from any of the countries they mention. For the record - my bonuses at MonacoGold always were cashable. Hopefully the amount to wager is just an error to be resolved, but judging by the previous posts - the cashable bonus issue looks rather ongoing, inconsistent & could be perceived as deceptive, on the face of it.

    P.S. what's the form on these kind of things? Should I email Enter with a link to this thread, and ask them if they feel like representing themselves & explaining/resolving, or challenging the facts as I see them, be what it may? Seems more fun & involved that, than sending a PAB to Bryan & letting him deal with it.
     
  24. May 10, 2007
  25. tristan727

    tristan727 Banned user - violation of <a href="http://www.ca

    Occupation:
    credit manager
    Location:
    London
    Just to update - their c.s. has pointed out their General Terms (scroll down to the bottom from the bonus terms) talk about Play bonuses not being withdrawable.

    However, a little 'Control-F' finds that whilst there are 6 mentions of the term 'Play bonus' in the '15% deposit type' bonus - there are exactly zero mentions of the word play in the main welcome & sign-up bonuses, or emails I received.

    Draw what conclusion you may about how a tiny bonus most people ignore anyways, gets 6, but the biggies don't have a single mention of the word play.
     
  26. Jun 18, 2007
  27. Nicole50

    Nicole50 Dormant account

    Occupation:
    customers support
    Location:
    Netherland
    Just to let you know

    With your MonacoGold casino account number, you can log in at entercasino.
    The staff has informed me to do so then you will not need to register again at Entercasino, I did that and it was true.The MonocaoGoldcasino account was transferred to Entercasino. I have played a lot at this group of casinos and the payment was always fast and without any problems.They never make a problems.I think when there is such a honest casino, we have to talk about them.I always get my withdrawal at the time.

    Just for your information
    Nicole
     
  28. Jun 20, 2007
  29. kingkong098

    kingkong098 Experienced Member

    Occupation:
    selfemployed
    Location:
    north
    I think anyone with a Monaco Gold account will know that as it seems like I get 3 spam emails a day from "Ann" reminding me MGC is closed and I can play at Enter Casino.

    One thing that bothered me was that even though I had withdrawn multiple times from MGC and and provided ID, I had to submit my ID again to Enter Casino on cashing out. And although I had deposited by Moneybookers to MGC, when the account flipped over, I had to deposit again by MB before they would let me withdraw by that method.
     
  30. Jun 21, 2007
  31. ergopro

    ergopro Senior Member

    Occupation:
    Webmaster
    Location:
    Gamblers Anonymous
    Same here...receive those "Important message to Monaco Gold players" emails every single day...tried it and was able to login to Enter Casino without any problems...what I wonder is- if I already had an account at Enter Casino, they'll probably label me some sort of bonus abuser if I start playing with my Monaco Gold account and take advantage of their signup bonus...
     

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